Illinois Institute of Technology
Student Experience Manager
🇺🇸 Chicago, IL
🕑 Full-Time
💰 TBD
💻 Finance
🗓️ July 29th, 2025
Edtech.com's Summary
Illinois Institute of Technology is hiring a Student Experience Manager. The role involves managing the Student Financial Services welcome desk, providing customer service and counseling related to financial aid and student accounting, reviewing aid eligibility, managing documents, handling departmental purchasing and budgeting, and supervising student workers while supporting the Financial Aid and Student Service Center teams.
Highlights
- Primary responsibilities include customer service, triage management, counseling on financial aid and student accounting, aid eligibility review, document management, and budget oversight.
- Manages the Student Financial Services welcome desk operations and schedules.
- Supervises several student workers, providing hiring, training, and performance feedback.
- Supports campus-wide financial aid compliance and collaborates with departments such as Financial Aid, Student Accounting, Student Service Center, and Enrollment Management.
- Utilizes EAB Navigate platform for student follow-up and retention efforts.
- Requires excellent communication and customer service skills, with the ability to maintain student confidentiality.
- Education required: High school diploma; Bachelor's degree strongly preferred; two years of financial aid experience preferred.
- Must have strong analytical, interpersonal, and organizational skills, with the ability to solve problems and manage multiple tasks.
- Operates within an office environment with supervision over Federal Work Study budget and purchasing.
- Work hours are Monday through Friday, 8:30 a.m. to 5:00 p.m.; position is full-time and exempt.
Student Experience Manager Full Description
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Student Experience Manager
Position Details
Position Information
Position Title | Student Experience Manager
Requisition # | S01467P
FLSA | Exempt
Location | IIT-Mies Campus (MC), 10 West 35th St., Chicago
Department | Financial Aid Office
GENERAL DESCRIPTION | The Illinois Tech Student Financial Services strives to educate, empower, and support students with an understanding of financial options and resources in an approachable environment. Situated in the Financial Aid Office, the Student Experience Manager is an integral part of the both Financial Aid and Student Accounting teams. This role is crucial in supporting students in their educational journey and promoting a positive experience within Financial Aid, Student Accounting, Student Service Center, and Enrollment Management division. This staff member will be crossed trained to manage the Student Financial Services welcome desk operations and to provide customer service related to both financial aid and student accounting needs. Primary responsibilities include customer service, triage management, financial aid and student accounting counseling, aid eligibility review, document management, and departmental purchasing and budget management. This role manages several student workers and also provides administrative support for Student Financial Services and the Student Service Center.
Benefits | Our commitment to employee well-being is reflected in our competitive benefits package located here: https://www.iit.edu/hr/benefits
COMMUNICATIONS | Excellent communication skills required when working with university staff, outside vendors and current and prospective students. Broad knowledge of university functions and depth of financial aid requirements necessary to cultivate relationships with students and across campus. The ability to maintain student confidentiality is essential in this position
CUSTOMER SERVICE | Excellent customer service required when working with university staff, outside vendors and current and prospective students. Broad knowledge of university functions and depth of financial aid requirements necessary to cultivate relationships with students and across campus. The ability to maintain student confidentiality is essential in this position
Special Schedule Requirements |
EEOC Statement | Illinois Institute of Technology is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA employer dedicated to building a community of excellence, equity, inclusion and diversity. It is committed to fostering an inclusive environment and actively seeks applications from individuals of all backgrounds and identities regardless of race, color, sex, marital status, religion, national origin, disability, age, unfavorable discharge from the military, status as a protected veteran, sexual orientation including gender identity and expression, order of protection status, and/or genetic information. All qualified applicants will receive equal consideration for employment.
Requisition # | S01467P
FLSA | Exempt
Location | IIT-Mies Campus (MC), 10 West 35th St., Chicago
Department | Financial Aid Office
GENERAL DESCRIPTION | The Illinois Tech Student Financial Services strives to educate, empower, and support students with an understanding of financial options and resources in an approachable environment. Situated in the Financial Aid Office, the Student Experience Manager is an integral part of the both Financial Aid and Student Accounting teams. This role is crucial in supporting students in their educational journey and promoting a positive experience within Financial Aid, Student Accounting, Student Service Center, and Enrollment Management division. This staff member will be crossed trained to manage the Student Financial Services welcome desk operations and to provide customer service related to both financial aid and student accounting needs. Primary responsibilities include customer service, triage management, financial aid and student accounting counseling, aid eligibility review, document management, and departmental purchasing and budget management. This role manages several student workers and also provides administrative support for Student Financial Services and the Student Service Center.
Benefits | Our commitment to employee well-being is reflected in our competitive benefits package located here: https://www.iit.edu/hr/benefits
COMMUNICATIONS | Excellent communication skills required when working with university staff, outside vendors and current and prospective students. Broad knowledge of university functions and depth of financial aid requirements necessary to cultivate relationships with students and across campus. The ability to maintain student confidentiality is essential in this position
CUSTOMER SERVICE | Excellent customer service required when working with university staff, outside vendors and current and prospective students. Broad knowledge of university functions and depth of financial aid requirements necessary to cultivate relationships with students and across campus. The ability to maintain student confidentiality is essential in this position
Special Schedule Requirements |
EEOC Statement | Illinois Institute of Technology is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA employer dedicated to building a community of excellence, equity, inclusion and diversity. It is committed to fostering an inclusive environment and actively seeks applications from individuals of all backgrounds and identities regardless of race, color, sex, marital status, religion, national origin, disability, age, unfavorable discharge from the military, status as a protected veteran, sexual orientation including gender identity and expression, order of protection status, and/or genetic information. All qualified applicants will receive equal consideration for employment.
Qualifications
Education & Experience | -High school diploma required/ Bachelors’ degree strongly preferred -Two years financial aid experience preferred -Prior customer service experience required -Analytical skills required -Good communication skills (written and verbal) required
Knowledge & Skills | Demonstrated ability to work in a team-based environment
-Excellent commitment to diversity and to service the needs of a diverse population
-Ability to work with traditional and non-traditional students
-Ability to handle multiple tasks
-Demonstrated communication, interpersonal and organizational skills along with the ability to function as team player
-Demonstrated ability to work collaboratively in a fast-paced environment
-Demonstrated ability to efficiently and effectively solve problems and initiate and implement projects independently
-Strong interpersonal skills necessary
-Works well in translating financial aid requirements into operational activities supporting overall enrollment efforts
-Interacts effectively with peers and superiors to address and resolve issues
-Influences management by supplying key data that assists in decision making
-Good customer service skills
-Ability to handle stress due to pace and volume of work
SUPERVISION & BUDGET AUTHORITY | Supervisor of several student workers. Up to 40 hours per week. FWS budget.
Physical Environment and Requirements | Office environment
Knowledge & Skills | Demonstrated ability to work in a team-based environment
-Excellent commitment to diversity and to service the needs of a diverse population
-Ability to work with traditional and non-traditional students
-Ability to handle multiple tasks
-Demonstrated communication, interpersonal and organizational skills along with the ability to function as team player
-Demonstrated ability to work collaboratively in a fast-paced environment
-Demonstrated ability to efficiently and effectively solve problems and initiate and implement projects independently
-Strong interpersonal skills necessary
-Works well in translating financial aid requirements into operational activities supporting overall enrollment efforts
-Interacts effectively with peers and superiors to address and resolve issues
-Influences management by supplying key data that assists in decision making
-Good customer service skills
-Ability to handle stress due to pace and volume of work
SUPERVISION & BUDGET AUTHORITY | Supervisor of several student workers. Up to 40 hours per week. FWS budget.
Physical Environment and Requirements | Office environment
Certifications and Licenses
List any certifications or licenses that are either required or helpful in performing the job, designating whether required or preferred. | N/A
Key Responsibilities
Key Responsibility | Customer Service and Counseling: The primary focus of this role is to serve students through immediate assistance and guidance in relation to their financial aid needs. Management of the welcome desk schedule and financial aid appointments is a critical component of this position to ensure service turnaround is prompt and consistent. Additionally, this position serves as the firstpoint of contact for walk-ins and phone calls. A key aspect of the workload includes the ability to counsel students through whatever issue they may present including but not limited to FAFSA completion, aid disbursement, federal aid requirements, cost of attendance, enrollment holds and general student accounting questions. Empowering and supporting students to take action is critical in this role to meet both their immediate and ongoing needs. To that end, this position is responsible for outreach and event support to incoming and current students who are in need of follow up to receive aid and/ or meet compliance requirements, both of which impact the student’s ability to secure future enrollment. This role must also manage challenging student and parent cases and triage issues that span multiple departments by bridging solutions with partner offices. This includes collaborative retention support through monitoring and student follow-up through our EAB Navigate platform to ensure student financial needs flagged from advisors and other departments receive timely engagement.
Percentage Of Time | 60Key Responsibility | Eligibility Review: This role is responsible for multiple components of aid eligibility review to ensure compliance with federal and state regulations and institutional aid policies. Additionally, this position is responsible for loan troubleshooting and scholarship quality control reviews.
Percentage Of Time | 10Key Responsibility | Document Management: This role is responsible for managing all documents received by the Office of Financial Aid. This includes ensuring the federal compliance around documentation management is maintained and evolves with any regulatory and/ or software updates. Review of documents for aid disbursements takes both a physical and electronic format and both must be maintained to ensure timely review of information as not to delay aid receipt.
Percentage Of Time | 10Key Responsibility | Administrative function: In addition to the customer service, counseling, and compliance components, this role also fulfills administrative duties for the Student Financial Services and the Student Service Center. This includes managing the central calendar, monitoring the service center operational hours, and communicating to floor leadership as needed. Additionally, this role manages security related needs with Public Safety for the student service staff across the floor and works with Facilities on physical needs across the floor including but not limited to maintenance requests. Finally, this role manages all Student Financial Services operational purchases and supports the department directors in managing the budget and adhering to all university policy and procedures in relation to purchasing. This position also manages the purchasing of general items for the Student Service Center.
Percentage Of Time | 10Key Responsibility | Student Worker Management: This role serves as the supervisor of several student staff. This includes hiring and training as well as overseeing the completion of workload on a day-to-day basis. To provide students with purposeful employment, it is expected this role provides timely feedback to ensure student employee growth and address any development challenges to ensure meaningful student work experiences.
Percentage Of Time | 10Key Responsibility | Events: This role will work at several events each aid year to assist students and families in understanding the financial aid process, their individual aid offer, and enrollment next steps. Some nights and weekends are required for university events.
Percentage Of Time | 0Key Responsibility | Other duties assigned.
Percentage Of Time | 0
Percentage Of Time | 60Key Responsibility | Eligibility Review: This role is responsible for multiple components of aid eligibility review to ensure compliance with federal and state regulations and institutional aid policies. Additionally, this position is responsible for loan troubleshooting and scholarship quality control reviews.
Percentage Of Time | 10Key Responsibility | Document Management: This role is responsible for managing all documents received by the Office of Financial Aid. This includes ensuring the federal compliance around documentation management is maintained and evolves with any regulatory and/ or software updates. Review of documents for aid disbursements takes both a physical and electronic format and both must be maintained to ensure timely review of information as not to delay aid receipt.
Percentage Of Time | 10Key Responsibility | Administrative function: In addition to the customer service, counseling, and compliance components, this role also fulfills administrative duties for the Student Financial Services and the Student Service Center. This includes managing the central calendar, monitoring the service center operational hours, and communicating to floor leadership as needed. Additionally, this role manages security related needs with Public Safety for the student service staff across the floor and works with Facilities on physical needs across the floor including but not limited to maintenance requests. Finally, this role manages all Student Financial Services operational purchases and supports the department directors in managing the budget and adhering to all university policy and procedures in relation to purchasing. This position also manages the purchasing of general items for the Student Service Center.
Percentage Of Time | 10Key Responsibility | Student Worker Management: This role serves as the supervisor of several student staff. This includes hiring and training as well as overseeing the completion of workload on a day-to-day basis. To provide students with purposeful employment, it is expected this role provides timely feedback to ensure student employee growth and address any development challenges to ensure meaningful student work experiences.
Percentage Of Time | 10Key Responsibility | Events: This role will work at several events each aid year to assist students and families in understanding the financial aid process, their individual aid offer, and enrollment next steps. Some nights and weekends are required for university events.
Percentage Of Time | 0Key Responsibility | Other duties assigned.
Percentage Of Time | 0
Posting Information
Work Hours | Monday thru Friday 8:30 a.m. until 5:00 p.m.
Position Category | Full Time
Posting Date | 07/24/2025
Closing Date |
Posted Until Filled | Yes
Quicklink for Posting | https://iit7.peopleadmin.com/postings/11383
Position Category | Full Time
Posting Date | 07/24/2025
Closing Date |
Posted Until Filled | Yes
Quicklink for Posting | https://iit7.peopleadmin.com/postings/11383
Budget Information
Budget Amount
Benchmark Amount | 50000
Supplemental Questions
Required fields are indicated with an asterisk (*).
Documents Needed to Apply
Required Documents
- Resume
Optional Documents
- Cover Letter
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