Student Success Operations Manager

About the Position

Meridian University is seeking an experienced operations professional to lead student success at the operational level. This role is responsible for the systems, workflows, and direct interventions that determine whether students progress, successfully meet program requirements, and have a positive experience throughout their time at Meridian.

Key Responsibilities

• Own the day-to-day operational infrastructure that supports student progression — advising workflows, case management, escalation routing, and resolution tracking

• Monitor student health indicators across the enrolled population; identify at-risk students early and coordinate timely, appropriate intervention

• Track and improve case resolution quality, response time, and student satisfaction outcomes across the team

• Serve as a senior point of contact for students in complex or escalated situations, bringing both care and institutional authority to resolution

• Oversee student progress through fieldwork, practicum, and capstone project milestones; proactively identify students who are falling behind and coordinate support

• Maintain accurate, current milestone data across the active student population; use it to drive action, not just reporting

• Carefully coordinate with faculty supervisors and site coordinators to resolve fieldwork issues that require institutional follow-through

• Support students through the administrative requirements of fieldwork placement, documentation, and completion

• Design and maintain systems for measuring student satisfaction, engagement, and success outcomes — including NPS-style indicators, advising touchpoint data, and case closure quality

• Analyze trends across the student population and bring findings forward with actionable recommendations

• Close the loop on student feedback and complaints; ensure that patterns are surfaced and addressed at the operational level

• Report on student success metrics to institutional leadership on a regular cadence

• Coordinate across advising, academic affairs, and faculty to ensure students receive consistent, high-quality support at every touchpoint

• Build and refine the processes that your team runs — document them, improve them, and hold the standard for how the work gets done

• Identify gaps between what students need and what current systems provide; propose and implement solutions

• Contribute to accreditation-related documentation and student outcome reporting as required

Alignment with Meridian’s Core Values

Success in this role requires embodiment of Meridian’s core values: Humility, Kindness, Self-Management, Engagement, Productivity, Accountability, and Innovation. Team members at Meridian are self-starters who manage their responsibilities well, work with a focus on accountability, and continually look to improve the processes they are responsible for.

Required Qualifications

• Bachelor’s degree required; master’s degree or higher strongly preferred
• Experience in a student-facing, customer success, or case management role — with direct responsibility for outcomes, not just activity
• Experience in a fast-moving organization such as a startup, growth-stage company, or similarly dynamic environment
• Demonstrated ability to manage multiple concurrent workflows with precision, follow-through, and attention to detail
• Comfort building and refining operational systems — not just working within them
• Strong written communication skills; ability to correspond professionally with students, faculty, and institutional leadership
• Self-management capabilities: independent workload ownership, visible systems, and proactive issue resolution

Preferred Qualifications

• Experience in higher education — in an advising, student affairs, or academic operations capacity
• Familiarity with student success metrics, NPS frameworks, or customer satisfaction infrastructure
• Experience with Salesforce or a comparable CRM or case management platform
• Background in process design, knowledge management, or operational documentation
• Exposure to accreditation or compliance reporting in an educational setting
• Experience coordinating across academic and administrative teams in a cross-functional structure