Program Supervisor, Student Records
Job description
Job Description
Job Title
Position Title: Program Supervisor, Student Records
Location: Support Services Building A, 1425 East Warren, Detroit, MI 48207
Salary Range: $75,660.00 - $94,949.00
Reports to: Senior Director of Client Services
Bargaining Unit: OSAS
Benefits Eligible: Yes
In accordance with the Agreement between Organization of School Administrators and Supervisors (OSAS) and the Board of Education of the School District of the City of Detroit, the following vacancy is announced.
Position Summary:
As a significant member of the Technology Division’s Client Services Department, the Program Supervisor of Student Records will serve as a leader who shapes the customer experience for staff, students, parents and community members. The Program Supervisor of Student Records will manage a staff of Records Managers and contractors who are focused on fulfillment and digitization efforts that support stakeholder needs. This role is responsible for the operational efficiency of the with a focus on providing accurate records to customers in an efficient manner, while fostering a positive and productive customer-focused team culture.
Minimum Qualifications:
Bachelor’s degree in Information Technology, Business Administration or related discipline.
Minimum of five (5) years' experience in records management and front facing customer service
Must have at least five (5) years of previous experience supervising a team; preferably with teams of five (5) or larger
Must be a proficient user of Microsoft Office 365 including Excel, Word, PowerPoint, and SharePoint
Excellent written, presentation and interpersonal communication skills with the ability to communicate technical information to non-technical stakeholders in a clear and concise manner
Ability to coach, train, and motivate employees and evaluate their performance.
Excellent problem solving, leadership, and customer service skills.
Analytical, efficient, and thorough with attention to matters of confidentiality
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
Must have own transportation to travel to District locations when needed.
Essential Functions:
Lead the Student Records team to support the strategic direction of the District, including establishing, monitoring and reporting progress on objectives and key results (measurable goals), maintaining a viable staffing model and team projects to yield optimal operational efficiency and a satisfactory customer service experience for all stakeholders.
Establish quality standards for team and individual performance, including monitoring performance against expectations, conducting check-ins, and providing feedback/evaluation, coaching and development for staff. This would include addressing breaches in process and culture through progressive discipline.
Manage service delivery through the efficient and effective use of the District’s IT Service Management systems, including activities related to data management and system migration. Provide cadenced reporting on service performance to leadership in accordance with office standards.
Build a knowledgebase for staff to guide them in their work by creating content such as work instructions, diagrams, workflows, dashboards, scripts, FAQs, etc. and conduct regular audits to manage updates.
Assume responsibility for incident management process to restore, promptly respond to and report on service or operational failures that impact business services, including drafting notifications for stakeholders as appropriate and following up with root cause and resolution.
Serve as the Level 2 Support for the team by addressing escalated matters, coaching staff through difficult conversations/issues and collaborating with business partners to resolve issues for stakeholders in the most efficient, timely and positive manner.
Leverage technology solutions to maintain adequate, workflows, escalation support and develop pathways to information for both internal and external stakeholders via the District’s communication tools.
Conduct workstream analysis to identify cross collaborative project opportunities that support strategic goals and implement solutions through the application of general project management principles.
Plan and coordinates the team participation and support at district events which may include after-hours or weekend commitments.
Effectively use recognition, coaching, training, and other tools to inspire optimal performance and employee retention, including establishing individual learning pathways for staff.
Develop a positive team culture by fostering a welcoming environment, creating a sense of connectedness, trust and support structures to positively impact staff productivity and performance.
Performs other duties as assigned by supervisor.
Security Clearance:
Internal Applicants
If you are a current Detroit Public Schools Community District employee, you do not have to submit to a new security clearance, unless your new role requires a different type of criminal background check.
External Applicants
In alignment with Michigan law, if you are hired to fill a position, you will be required to submit to a Detroit Public Schools Community District criminal background check. Information regarding required background checks will be shared at point of hire.
Method of Application:
Applicants must apply through the online application system. Only applications submitted through the online application system will be considered for any posted position and all applications require a resume to be considered.
Successful candidates are required to submit official transcript(s) at point of offer to hire. Teaching service outside of the Detroit Public Schools Community District must be verified by the applicant's prior employer(s) prior to hire. It is the applicant's responsibility to provide all documentation (including copies) as requested.
Applicants requesting assistance during the application process should contact the Office of Human Resources via email at recruitment@detroitk12.org or phone at (313) 873-6897.
DPSCD does not discriminate on the basis of race, color, national origin, sex, sexual orientation, transgender identity, disability, age, religion, height, weight, citizenship, marital or family status, military status, ancestry, genetic information, or any other legally protected category, in its educational programs and activities, including employment and admissions opportunities. Contact the Civil Rights Coordinator for more information at (313) 240-4377
blackflymedia.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blackflymedia.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, blackflymedia.com is the ideal place to find your next job.