Manager, Student Services & Advising

Job Summary

The Manager, Student Services & Advising is responsible for the management of academic advising and student support services for undergraduate students in the Department of Computer Science (CS), which is one of the largest academic units in the Faculty of Science. The department supports one of the largest undergraduate student populations in the Faculty, with the advising team supporting a large and diverse student population across multiple programs and specializations, including BSc Majors, Honours, Combined Major, Bachelor of Computer Science (BCS), BA, Cognitive Systems, and Business and Computer Science (BUCS).

Working with Senior Leadership, including Department Heads and Associate Heads, and the Manager, Undergraduate Programs & Operations, the Manager, Student Serviecs and Advising ensures students receive accurate information about degree requirements, academic progression, and departmental policies from admission through graduation.

They will contribute to the planning and ongoing improvement of advising practices, admissions-related advising processes, and student support services within the department. In collaboration with academic leadership and campus partners, the Manager supports accessibility-related processes, student wellbeing initiatives, international study pathways, and other services that contribute to a well-functioning undergraduate program.

The Manager oversees the advising team and supports the consistent application of department, Faculty of Science, and University policies across the undergraduate program. They will manage complex student matters, including appeals, academic concessions, complaints, and non-academic misconduct, and serve as the department’s primary resource for interpreting undergraduate policies and procedures for students, faculty, and staff.

The incumbent typically works a standard day; however, flexibility is required as some responsibilities may require an irregular schedule, including the occasional evening or weekend.

Organizational Status
The Manager, Student Services & Advising is housed within the Department of Computer Science in the Faculty of Science at the University of British Columbia. The Department delivers multiple undergraduate program pathways and serves a large and academically diverse student population.

The role is part of the Undergraduate team within the Department’s broader administrative structure. The Manager reports administratively to the Director of Finance & Administration and receives functional direction from the Associate Heads on matters related to undergraduate advising, admissions-related advising processes, and student support services. Working autonomously under broad direction, the Manager collaborates closely with the Manager of Undergraduate Programs & Operations, and members of both the Undergraduate and Graduate teams to ensure coordinated and consistent service delivery.

The Manager has oversight of advising staff and program support staff, including both management and unionized employees, and is responsible for staffing, training, and performance within the advising function.

They may collaborate with members of the CS Graduate team, departmental Finance and Human Resources, Faculty Advising Offices, Enrolment Services, and other centralized University units to support advising, admissions-related advising processes, and student support services. The position also communicates regularly with students, faculty, staff, the general public, and external agencies as required.

Work Performed

• Manages undergraduate advising staff including establishing priorities and performance objectives with each member of team, allocating necessary resources including financial and human resources for projects, coaching and managing the performance, providing training and career development opportunities.

• Manages advising-related aspects of undergraduate admissions processes, including the assessment of applicant eligibility and the interpretation and application of admission requirements in accordance with departmental, Faculty, and University policies.

• Advises students on academic planning, specialization pathways, and degree progression, supporting students in aligning academic choices with personal and career goals.

• Provides guidance to prospective and current students on admissions requirements, academic progression, and degree requirements, and ensures students have access to accurate information and tools to support effective degree planning.

• Oversees the assessment of student academic progress and the application of progression and graduation requirements, ensuring consistent and accurate interpretation of related policies.

• Provides guidance to faculty and staff on the interpretation and application of University, Faculty, and departmental policies and procedures related to undergraduate programs.

• Develops and maintains policies, procedures, guidelines, training materials, and advising resources related to undergraduate advising and student services. Manages complex student matters including academic appeals, concessions, complaints, disputes, and non-academic misconduct, including review and assessment of student records and circumstances to inform decisions in accordance with departmental, Faculty, and University policies.

• Responsible for advising-related aspects of undergraduate admissions processes, including direct-entry and joint major pathways.

• Supports instructors and students in navigating accessibility, wellbeing, and other student support processes in collaboration with relevant campus units.

• Leads the development, implementation, and evaluation of advising programs and student support initiatives that enhance the undergraduate student experience.

• Works with campus partners to support student transition initiatives, international learning opportunities, and student wellbeing programs.

• Leads the review and improvement of advising and student service processes to enhance service delivery and ensure effective use of departmental resources.

• Develops and implements mechanisms for assessing student needs and satisfaction with advising services and academic programs, analyzes feedback, and recommends improvements.

• Identifies opportunities to improve administrative processes through the use of appropriate technologies and student information systems and acts as a departmental resource for related tools and systems.

• Serves on departmental committees and participates in recruitment processes related to the student services portfolio.

• Other duties related to the scope and classification of the position.

Consequence of Error/Judgement
Errors in judgment may result in inconsistent or incorrect interpretation and application of University and Faculty policies, potentially affecting large numbers of undergraduate students across multiple program pathways. Inaccurate guidance, inequitable decision-making, or failures in oversight of advising processes could result in delays to academic progression, inappropriate admissions or concession decisions, financial implications for students, or barriers to graduation.

Decisions directly influence the consistency, quality, and integrity of student services within the Department. Inadequate supervision, unclear direction, or failure to implement effective processes may lead to operational inefficiencies, staff performance issues, and diminished service standards.

Poor judgment or lack of discretion could compromise student wellbeing, erode trust, and damage the reputation of the Department and the University. Errors at this level may also impact recruitment, retention, and the overall student experience within the undergraduate program.

Supervision Received
This position operates independently with the direction from the Associate Head, Undergraduate Affairs and/or the Associate Head, Operations. Reports to the Computer Science Director of Finance & Administration for administrative matters.

Supervision Given
Manages M&P advising staff, with responsibility for recruitment, onboarding, training, workload allocation, performance evaluation, coaching, and discipline.

The position also provides functional supervision and direction to unionized and student staff involved in undergraduate advising and student services processes. This includes assigning work, establishing service standards, monitoring workflow, and providing guidance on procedures.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of three to four years of related experience, or an equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Experience working professionally in a post-secondary environment supporting academic programs, program administration, or student services.

• Familiarity with student information systems (e.g., Workday, or similar) and other academic administrative systems.

• Strong policy interpretation and application skills, including the ability to analyze complex situations and determine appropriate courses of action within departmental, Faculty, and institutional policies and procedures, including situations where policy guidance may be ambiguous.

• Demonstrated experience managing staff, including coaching, performance management, mentoring, and supporting the long-term learning and development of staff.

• Ability to interpret and apply collective agreements in a complex, unionized environment.

• Ability to identify issues and develop practical solutions when established procedures do not fully address a situation.

• Strong organizational and operational management skills, including the ability to manage workload, coordinate complex processes involving multiple stakeholders, and oversee multiple priorities and timelines simultaneously.

• Strong written and verbal communication skills, including the ability to communicate complex information clearly, tactfully, and professionally to diverse audiences such as students, faculty, staff, and external stakeholders.

• Ability to build collaborative relationships with faculty, staff, and campus partners across units.

• Conflict resolution and mediation skills, including the ability to manage emotionally charged or high-stress interactions with professionalism and discretion.

• Ability to analyze complex situations using data-informed decision-making, case assessment, and reporting.

• Ability to balance operational demands with longer-term process improvement.

• Ability to effectively facilitate groups to achieve appropriate outcomes.

• High degree of discretion and professionalism.

• Ability to exercise sound judgment and maintain fairness and consistency when managing sensitive or high-impact situations across a large student population.

• Experience providing academic advising or student-centered advising in a post-secondary environment, including supporting students with academic planning and degree progression.

• Experience assessing student services or advising programs, including gathering feedback, analyzing outcomes, and recommending service improvements.

• Experience leading service improvements, program development, or operational change initiatives within a complex organizational environment.