Director of Student Support Services, Orlando, FL

Director of Student Support Services Role Overview

Excelon Associates is conducting a search on behalf of a private university client for a Director of Student Support Services in Orlando, Florida. The role provides the leadership, administrative oversight, coordination, and programming needed to serve students across the institution's US operations, developing and implementing policies and procedures for supportive services throughout the student lifecycle.

The Director supervises Student Support Services (SSS) coordinators and Educational Resource and Assessment Center (ERAC) staff who advise students in academic, co-curricular, and personal areas, encouraging engagement, persistence, and resilience. The portfolio includes disability services, where compliance with the Americans with Disabilities Act (ADA) frames accommodations work, plus the Student Services Ticket System, monthly effectiveness reporting against college goals, and collaboration with the Dean of Academic Affairs, the Online Management Team, Marketing, and Admissions. The Director also co-leads planning of the annual graduation ceremony with the VP of Academics.

Key Responsibilities

Leadership and Programming

• Provide leadership and management for all programming under student services, including co-curricular activities, support services and referrals, disability services, and student regulations processes and procedures.
• Provide the leadership and creativity needed for the SSS and ERAC teams to create guides, videos, and workshops for students and faculty to access for informational and technological purposes.
• Oversee the staffing and management of Student Services, ERAC, and work study staff in accordance with college policies and procedures.
• In collaboration with the VP of Academics, lead the planning of the annual graduation ceremony and other college-wide activities.

Retention and Outcomes

• Support the team in meeting or exceeding monthly and annual retention goals (70% or more) for the college and its programs.
• Drive improvement in student academic progress by reducing the percentage of students who do not return, lowering failure rates, and increasing persistence and student satisfaction through support services, while contributing to student population goals.
• Coordinate the use of available technology, manage the Student Services Ticket System and ERAC, and provide monthly reporting on access to SSS and ERAC that demonstrates effectiveness against established college goals.

Collaboration and Records

• Build departmental relationships internally and externally to ensure SSS and ERAC staff can advocate for students, working with internal and external providers to facilitate or accommodate student needs.
• Collaborate with the Dean of Academic Affairs, Academic Leadership, the Regional Office of Academic Affairs, the Online Management Team, Marketing, and Admissions to connect students to services, resources, and programs.
• Develop a system to maintain accurate and up-to-date records and provide an assessment of data tracking student appointments, internal and external referrals, and tickets processed, aligned with the college's performance indicators.

Qualifications

Education and Experience

• Master's degree in education administration, higher education, public administration, counseling, or a related field.
• Minimum of five years of experience in student services within an academic setting and three years of management experience, preferably in a proprietary postsecondary school setting.

Skills and Availability

• Ability to work a varied schedule with flexible hours, including evenings and coordinated weekend hours, and to act effectively in emergency and crisis situations.
• Familiarity with current trends in higher education and technology, with the ability to enhance the use of technology and other resources to meet student needs.

Who Thrives as a Director of Student Support Services

This role rewards a builder of teams. The strongest candidates have led student services staff for years, ideally in a proprietary postsecondary setting, and know how to turn coordinators, resource center staff, and work study students into one coherent support operation.

It is also an outcomes seat. People who do well here connect every workshop, referral, and ticket to retention numbers, hold a 70% goal as the floor, and bring monthly data that shows what worked.

Finally, students do not schedule their crises. The best fit works a varied schedule, stays steady in emergencies, and partners naturally with deans, admissions, marketing, and online teams so no student falls between departments.

About Excelon Associates and the Client

Excelon Associates is a retained executive search firm founded in 2007, headquartered in Asheville, North Carolina, with offices in Boca Raton and Delray Beach, Florida, and a dedicated recruitment practice across higher education. This search is being conducted by Excelon Associates on behalf of a private university client.

The client fosters a community devoted to academic excellence, innovation, and human development, supported by a culture of teamwork, respect, and ongoing learning. Employees enjoy professional growth opportunities, career stability, and the satisfaction of contributing to an organization that changes lives through education. You can browse current open roles, review recent campaigns, or explore the firm's higher education recruitment practice.

Frequently Asked Questions

How to Apply for This Director of Student Support Services Role

The client is an equal opportunity employer and values all applications. Excelon does not discriminate on the basis of race, religion, sex, gender, sexual orientation, national origin, marital or veteran status, disability, age, or any other characteristic protected by law.