Director of Student Experience & Concierge Programs

It's a great feeling to work for a company that does so much good for others around the world!About Us:Innovative Network of Knowledge is a dynamic and rapidly growing virtual company in an emerging space of innovation in education. Our passion is to change education forever for the K-12 students (online) we serve. We are changing the way children learn and apply knowledge in the real world. Through our Project Based approach, supported by personal Educational Concierges, we strengthen the whole child through their educational experience. Through synchronous and asynchronous opportunities, co-teaching, and workshop labs, our students are immersed and challenged in a way not experienced in today’s educational landscape. In addition, staff and students will take part in weekly programs that promote character and citizenship opportunities to grow not only as a school but also as a community at large. We guarantee that you and your child become part of our family and will be engaged, excited, and prepared for college, career, and life.Core Focus:Innovative Network of Knowledge seeks to change education forever through innovation and technology. We offer a well of knowledge, a spring of possibilities and a place where your family becomes part of ours.Key Benefits:Educational Concierge: Every family has access to a dedicated Educational Concierge to assist with enrollment, course planning and ongoing academic guidance, ensuring each student finds their unique path to success.Goal-Oriented Tracking: We help students set meaningful milestones and track their progress, encouraging achievement and celebrating every accomplishment along the way.Community-Focused Learning: Our programs are structured to foster collaboration and connection, building confidence and social skills even within a virtual setting.Technology:Innovative Network of Knowledge will provide this role with a company provided laptop, but the employee will secure and cover the cost for the operation of this technology in the virtual landscape of his/her home office. (internet, telephone, home office setup, etc.).Position Overview:Wellspring Global Academy is seeking a highly organized, systems-minded, student-centered Dean of Student Support to lead and manage the Educational Concierge team while owning the entire student start-to-success experience across the academy.This role ensures:Every student has an exceptional, consistent onboarding and orientation experienceDaily attendance is monitored, documented, entered into the state SIS, and followed up with fidelityAttendance meetings, documentation, and truancy letters are executed with complianceWeekly and monthly school newsletters are created and distributedDaily Morning Meeting is planned and organized for all grade levelsStudent and family engagement systems are proactive, not reactiveEducational Concierges execute their role with excellence, consistency, and accountabilityAccurate documentation is maintained across CRM, SIS, and internal systemsThis Dean role turns the Educational Concierge function into a schoolwide, repeatable, accountable system that ensures students thrive from their first day through the entire school year.Core Leadership FocusThe Dean of Student Support is the architect of the student experience and the manager of the Concierge team, ensuring:Systems existSystems are followedSystems are documentedFamilies feel supportedStudents are engaged dailyCompliance is never missedEssential Position Functions1. Leadership & Management of Educational Concierge TeamSupervise, coach, and evaluate Educational ConciergesCreate standard operating procedures (SOPs) for onboarding, engagement, communication, and documentationEnsure consistency in family communication and student support across all ConciergesHold weekly Concierge team meetings for alignment and accountabilityMonitor caseload management and follow-throughReview CRM documentation for quality and completeness2. Student Onboarding & Orientation OversightDesign and manage the official Wellspring student onboarding and orientation processEnsure every student receives a personalized pre-start orientation, starting with welcome calls and welcome letter supportMonitor that all onboarding requirements are completed before the student start dateProvide onboarding scripts, checklists, and systems for Concierges to followTrack onboarding completion metrics3. Daily Attendance Oversight & State ComplianceOversee daily attendance tracking for all studentsEnsure attendance is accurately entered into the state SIS dailyMonitor attendance reports and identify concerns immediatelyLead attendance intervention processSchedule and conduct attendance meetings with familiesEnsure documentation of meetings is logged in CRM and SISGenerate and send attendance/truancy letters in compliance with state requirementsMaintain attendance audit trailsSign off and attest to attendance reports from partnering districts4. Student & Family Communication SystemsCreate and send weekly schoolwide newslettersCreate and send monthly family newsletter and updatesEnsure consistent, proactive communication to familiesDevelop templates and communication cadence for ConciergesMaintain a communication calendar for the school year5. Morning Meeting Ownership (All Grades)Plan, organize, and schedule daily Morning Meeting for the entire academyCreate themes, character focus, announcements, and engagement opportunitiesCoordinate staff or student involvement in Morning MeetingsEnsure Morning Meeting builds culture, connection, and community6. Student Engagement & Experience SystemsDesign engagement opportunities for students and families throughout the yearMonitor student well-being and engagement through Concierge reportingCreate systems for early intervention when students disengageCoordinate virtual events, meetings, and connection opportunities7. Academic & Family Advocacy OversightEnsure students have tailored academic pathsEnsure ongoing check-ins are happeningEnsure families feel supported and heardServe as escalation point for complex family or student situationsCollaborate with admissions, academics, and student success teams8. Documentation & Systems AccountabilityEnsure accurate CRM documentation by Concierge teamEnsure SIS, CRM, and internal records match and are audit-readyDevelop tracking dashboards for:OnboardingAttendanceEngagementFamily communicationReport metrics to Chief of Schools regularlyRequired Skills, Knowledge, and AbilitiesStrong leadership and team management experienceDeep organizational and systems-thinking abilityExperience with student services, attendance compliance, or school operationsExceptional communication and documentation skillsAbility to create processes and hold others accountable to themExperience with SIS systems, CRM platforms, and virtual learning environmentsPassion for student success and family supportAbility to think proactively and prevent issues before they ariseA passion for education and helping students succeed, with a genuine commitment to creating a positive and supportive experience for families.Strong communication and interpersonal skills, with the ability to engage and build rapport with students, parents, and internal teams.Highly organized with the ability to manage a caseload of students and families effectively, prioritizing tasks and following through on commitments.Creative and solution-oriented mindset, with the ability to think outside the box to address challenges and create customized support strategies.Experience in customer service, student services, or educational support roles preferred, particularly in an online or remote learning environment.Ability to work independently while collaborating effectively with a remote team.Familiarity with online learning platforms and educational technology is a plus.Strong problem-solving skills and a demonstrated ability to provide personalized, empathetic support.Preferred SkillsExperience in virtual or online school environmentsExperience managing student services or engagement teamsExperience with state attendance compliance and documentationBackground in education administration, student services, or school leadershipEducation & Certification RequirementsBachelors DegreeNotice: Employment with Innovative Network of Knowledge will be on an at-will basis. As such, this position description is not a contract or guarantee of employment for a definite amount of time.English (United States)If you like to work with people that believe they can make a difference in the world, this is the company for you!EEO StatementIn accordance with Title VII of the Civil Rights Act of 1964 and other applicable federal and state laws (e.g., the Age Discrimination in Employment Act (ADEA), and the Americans with Disabilities Act (ADA), it is our policy to provide equal employment opportunity and treat all employees equally regardless of race, religion, national origin, color, sex, or any other classification made unlawful or prohibited by federal, state and/or local laws, such as age, citizenship status, veteran or military status, or disability. This policy applies to all terms and conditions of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.#LI-Education#LI-Mid-Senior level#LI-Full-time #J-18808-Ljbffr Innovative Network of Knowledge