Military Student Success, Manager

Job Summary Military Student Success Manager leads military student recruitment, enrollment support, and site operations for Boise State’s Enrollment and Student Success team. This position supervises professional staff, provides oversight for Boise State’s presence at Mountain Home Air Force Base, and supports service quality through the on-site coordinator responsible for logistics and National Testing Center operations. The role also supports Tuition Assistance, TA Promise, military education systems, and campus processes that improve access and support for active duty military students. Department Overview The Division of Extended Studies is on a mission to extend higher education beyond traditional boundaries. Our collaborative teams expand student access and improve student success with innovative programs that reach across our metropolitan area, Idaho and beyond. We facilitate online education, community-based programs, concurrent enrollment at high schools, summer sessions, continuing education programs and other lifelong learning options. Level Scope Provides direct supervision typically to professionals or skilled technical employees at the entry or intermediate level. Functions as advisor to unit and administration and sets goals and objectives for team members for achievement of operational results. Analyzes and resolves problems based on prior experiences. Interprets policies (e.g., fiscal management, HR, contracts and grants, resource management in defined areas) and demonstrates solid subject matter knowledge. Exercises judgment within defined procedures and policies to determine appropriate action. Supervises staff to assure accountability and stewardship of campus resources (operational, financial, and human) in compliance with departmental goals and objectives. Essential Functions Management duties include interviewing, selecting and training staff who recruit prospective students for online and adult-focused programs, as well as planning and directing their work; appraising their productivity and efficiency for the purpose of evaluating performance. Manage team to sales process and present weekly report to unit leadership on goal and stage conversion progress and applicable coaching strategies. Monitor weekly workflow completion and ensure that student outreach activities are producing desired outcomes. Track, measure, and evaluate results to continuously improve communication plans and team processes. In collaboration with unit leadership, provide ongoing sales training with the student recruitment team and consistently evaluate coach adherence to identified best practices in sales communication. Present reports to unit leadership, identifying gaps in goal progress throughout the recruitment cycle. Collaborate with both the unit leadership and individual staff on areas of opportunity in the outreach process or pivot strategies. Train the team on academic support services available to students; effectively communicate university policies and procedures to staff; ensure that staff understand and can articulate university policies and procedures to students. Handle staff complaints and grievances and take corrective action when necessary. Coordinate all work schedules to ensure adequate coverage to meet cycle of demand; collaborate with other supervisors to share projects based on priority; advocate for team member needs and identify skills or training gaps. Assist in coordinating relevant training for staff members. Collaborate with marketing team; lead team in creating, implementing and continually improving promotional and informational materials. Special Conditions of Employment Special Conditions of Employment Must be eligible to obtain and maintain access to military installations as required by the position, including Mountain Home Air Force Base. Continued access is required to perform the essential functions of this position and is subject to applicable installation access requirements, background screening, and identification requirements. Serve as Boise State’s primary on-site representative at Mountain Home Air Force Base, providing visible leadership, partner engagement, and service oversight aligned with base expectations. Lead recruitment and enrollment support for active duty military students, with emphasis on helping students navigate online and adult-focused academic pathways from inquiry through enrollment. Build productive, trust-based relationships with military education offices, base leadership, Education Services Officers, campus partners, and external organizations to strengthen coordinated support for military students. Provide leadership and oversight for Mountain Home AFB site operations, including supervision of the on-site coordinator responsible for day-to-day logistics, student support coverage, and National Testing Center operations. Oversee Tuition Assistance, TA Promise scholarship, and related military education benefit processes to ensure accurate, timely, and student-centered support in coordination with Student Financial Services, Veteran Services, Extended Studies Operations, and other campus partners. Ensure Boise State information is accurate and current across military education systems and portals, including AFVEC, AI Portal/ArmyIgnitED, and related external systems. Provide subject matter expertise on active duty military student needs, military education benefits, CCAF pathways, GEM, AU-ABC, CLEP/DSST, and external policy or funding changes that may affect students. Ensure reliable, student-centered services at the Mountain Home AFB site by supporting the on-site coordinator, identifying coverage risks, resolving escalated service gaps, and coordinating with internal and external partners to support continuity of operations. Proactively identify opportunities to improve the military student experience by evaluating student needs, partner feedback, service gaps, and process barriers. Develop sustainable systems, practices, documentation, and communication routines that improve consistency, accountability, and long-term service quality for military students and campus partners. Knowledge, Skills, Abilities Strong understanding of prospective military online and campus student communication needs. Experience managing success metrics in a sales or recruitment environment. Strong understanding of the student lifecycle for online and non-traditional students. Ability to successfully develop and maintain positive, collaborative, respect-based relationships with all stakeholders. Ability to conceptualize, organize, direct and successfully execute multiple project-planning processes simultaneously. Ability to prepare clear, concise and informative reports on progress toward goals, correspondence and other written materials. Create and manage process recruitment leads and track progression through the phases of the recruitment cycle. Ability to handle situations using sound, independent judgment within general policy and legal guidelines. Effective communication skills with conflict resolution ability. Knowledge of mentoring others and appropriate responses. Ability to identify gaps in success metric and advocate for process improvement resources as needed. Minimum Qualifications Bachelor’s Degree and 2 years experience or equivalent Preferred Qualifications 1-3 years of experience working with active duty military students, military-affiliated students, veterans, or military education programs. 1-3 years of prior military experience, military spouse experience, or professional experience working in a military installation, military education office, or military-connected environment. 1-3 years of experience using university, recruitment, student records, document management, or military education systems such as PeopleSoft, Slate, Perceptive, AFVEC, AI Portal, ArmyIgnitED, or similar platforms. Salary and Benefits Salary is $66,705.60 annually. Boise State University provides a best-in-class benefits package, including: 12 paid holidays and the University is closed between Christmas and New Year’s (requires use of 3 vacation days) Between 12-24 annual paid vacation days for full-time Professional and Classified staff depending on position type and years of service 10.76% University contribution to your ORP retirement fund (Professional and Faculty employees) Excellent medical, dental and other health-related insurance coverages Tuition fee waiver benefits for employees, spouses and their dependents See our full benefits page for more information Required Application Materials Resume Cover letter Candidates selected for final interviews will be expected to complete a 30 minute presentation over Zoom to a broad range of stakeholders About Us Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We’re a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond. Boise State is proud to be recognized by Forbes as the only Idaho employer listed in the top 100 of all national midsize and large employers. We’re building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed. Learn more about Boise State and living in Idaho’s Treasure Valley at #J-18808-Ljbffr