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Manager, Student Experience

Date: October, 2015
Reports to (Job Title): Associate Director, Student Transition and Learning Services
Jobs Reporting (Job Titles):

New Student Transition Specialist,
Coordinator, Peer Mentorship,
Coordinator, Student Leadership Program

Department: Student Success Office


Main Campus


USG 10
35 hr/wk

Primary Purpose

The Manager, Student Experience will take on a key leadership role in establishing strategic initiatives and direction for the Student Success Office in the leadership, management and coordination of programs and initiatives that shape an engaging and supportive learning and development experience for all students. This includes developing new strategies and initiatives designed to support the success of Waterloo students as it relates to their orientation and transition, leadership and life skill development and the ongoing development and delivery of peer mentorship and peer support programs that enhance student success.


The Manager will need to be highly knowledgeable in best practices, literature and research on the needs of students at post-secondary institutions and have a strong understanding of the unique needs of Waterloo students including graduate and undergraduate students with particular attention to priority populations including graduate, international, first year, transfer and exchange students.  As a member of the leadership team, the Manager will be expected to ensure integration and coordination of any new programs and services with programs currently being offered by the Success Office and campus and Faculty partners. This includes working closely with Faculty Relations Managers, Manager, Integrated Communications and the Senior Academic Support Specialist to ensure Faculties and campus partners are up to date and aware of the needs and experiences of students and how it may impact any faculty or campus wide initiatives.  


Key Accountabilities:




Relationship Building



Relationship Building



Strategic Direction and Leadership



Program Development





Position Requirements


University degree required; Master’s or equivalent in a related field (e.g., Leadership, Higher Education, Student Development) strongly preferred.



MS Word Excel PowerPoint Other
Intermediate Intermediate Intermediate other

Nature and Scope

Interpersonal Skills:

Able to build collaborative working relationships across the university campus. The Manager will be required to lead their co-workers and campus partners in understanding the student experience.  Team work skills are crucial as is consensus building and strategic leadership.

Level of Responsibility:

He/she is responsible for managing the day to day operations of the Student Experience team, setting priorities and managing internal and external expectations of this area. The Manager is responsible for ongoing performance management and yearly performance appraisals.

Decision-Making Authority:

The Manager will make decisions in collaboration with others about the strategic priorities relating to SSO and initiatives relating to enhancing student success. He/she determines the optimum course of action to solve problems and to exert a positive influence on other stakeholders on behalf of the SSO.

Physical and Sensory Demands:

Minimal demands typical of a position operating within a fast-paced service oriented office environment; extensive periods of sitting and concentrated use of visual senses. Requires close attention to detail, thoroughness, and accuracy.

Working Environment:

Located in a comfortable indoor area, although location can change. Minimal exposure to disagreeable conditions typical of a supervisory position, one where it is occasionally necessary to convey negative or unwelcome information to students or staff.