NavMSU Program Manager

Position Details

Position Information

Announcement Number

STAFF - VA - 27168

For questions regarding this position, please contact:

Tony Campeau tcampeau@montana.edu 406-994-2604

Classification Title Program Mgr

Working Title NavMSU Program Manager

Brief Position Overview The Program Manager provides operational support for faculty and staff in leveraging the institution’s student success and relationship management platform (NavMSU aka Navigate 360). This position utilizes the capabilities of this software to help faculty, staff and students communicate and collaborate in the context of student success with a keen focus on student retention, persistence and graduation. This position helps individuals and units leverage the software along with the principles of differentiated and coordinated care to ensure individual students are receiving the support they need, when they need it.

This position partners with another program manager and a dedicated technical-support team member to identify needs, evaluate options, recommend priorities, coordinate implementation, and assess results. The position resolves routine technical and functional issues within approved standards and elevates policy questions, competing institutional priorities, significant access concerns, and resource decisions to the appropriate leaders. It leads through expertise, consultation, and shared accountability across organizational boundaries. This position serves as a member of the staff within the Office of the Registrar and provides direct support to students through customer service and records management.

Position Number 4M1580

Department Registrar's Office

Division Division of Student Success

Appointment Type Classified

Contract Term Fiscal Year

Semester

If other, specify From date

If other, specify End date

FLSA Non-Exempt

Union Affiliation FOCUS-MFPE

FTE 1.0

Benefits Eligible Eligible

Salary Starting at $26.00 per hour, commensurate with experience, education, and qualifications

Contract Type Classified Salary

If other, please specify

Recruitment Type Open

Position Details

General Statement The Program Manager helps Montana State University faculty and staff leverage NavMSU, the institution’s student success and relationship management platform powered by EAB Navigate 360, to strengthen student retention, persistence, and graduation. Through functional expertise, collaborative partnerships, and practical support, this position helps students connect with the people, information, and resources they need to make progress toward degree completion. The Program Manager develops a thorough understanding of NavMSU and helps campus partners translate student support needs into effective workflows, coordinated communications, and purposeful use of the platform. The position supports differentiated and coordinated care, helping individuals and units tailor support to students’ circumstances, coordinate their efforts, and provide timely follow-up. Working alongside another program manager and a dedicated technical support team member, this position identifies needs, evaluates options, recommends priorities, coordinates implementation, and assesses results. The Program Manager provides training and guidance, supports adoption of platform capabilities, and resolves routine technical and functional issues within approved standards. Policy questions, competing institutional priorities, significant access concerns, and resource decisions are elevated to the appropriate leaders. The position leads through expertise, consultation, and shared accountability across organizational boundaries. The Program Manager joins a highly engaged Registrar’s Office team whose collective responsibilities span curriculum, enrollment, instruction, grades, and the integrity of the student record. Team members share knowledge, solve problems together, and continually improve services for students and campus partners. As part of this team, the Program Manager provides direct student service, participates in academic records management, and contributes to the shared operational responsibilities of the Registrar’s Office.

Duties and Responsibilities Program planning and campus coordination

• Develop and maintain NavMSU implementation and improvement plans with institutional leaders and campus partners; evaluate proposed features and process changes to align priorities with student needs, operational capacity, and long-term sustainability.
• Consult with faculty, advisors, staff, students, and campus partners to identify needs, clarify underlying problems, and develop practical solutions that strengthen coordination between academic and student support services.
• Manage projects from initial request through testing, communication, training, implementation, and assessment; establish milestones and responsibilities, coordinate dependencies, and bring partners together to resolve workflow issues and share effective practices.

Functional administration and reliable operations

• Serve as a primary functional administrator for NavMSU and assigned student success technologies; translate approved business requirements into system configurations, including care units, services, locations, workflows, and communication settings.
• Administer user roles and permissions in accordance with approved access standards; collaborate with designated institutional partners to address security and confidentiality questions.
• Monitor system functionality, investigate issues, and coordinate resolution with campus technology staff, platform support, and affected units; evaluate system changes, coordinate testing, and prepare users for implementation.
• Document configuration decisions, maintain shared operating procedures, and coordinate backup knowledge and coverage to ensure continuity during absences, transitions, and critical academic periods.

Training, adoption, and user experience

• Develop a proactive training plan informed by the academic calendar, system changes, user needs, support trends, and campus consultation; provide responsive assistance and use recurring questions to improve training.
• Design and deliver role-specific onboarding, demonstrations, workshops, and refresher training; coordinate opportunities for partners across the four MSU campuses to collaborate and share effective practices.
• Translate complex system functions and procedures into clear, concise, accessible instructions; create and maintain accurate, usable guides, videos, presentations, website content, and other self-service resources.
• Gather user feedback and observe task completion to identify confusing steps and unnecessary barriers; improve workflows, instructional materials, and training to strengthen usability and user confidence.

Student communications and coordinated support

• Coordinate and distribute student communications for the Registrar’s Office and campus partners through approved NavMSU processes; ensure appropriate audiences, timing, accurate content, clear actions, accessibility, and alignment with institutional priorities.
• Develop communication workflows that make planned outreach visible to campus partners, reduce duplicate or conflicting messages, and clarify responsibility for responding to student questions and follow-up needs.
• Collaborate with campus partners to translate student engagement and early intervention strategies into effective outreach and referral processes that connect students with appropriate resources.

Assessment and continuous improvement

• Develop and maintain assigned reports and datasets; validate information and help partners interpret platform use, engagement, and process results.
• Establish practical measures with campus partners to assess training, adoption, communication effectiveness, and workflow performance.
• Identify barriers, recurring issues, and opportunities to improve student support and operational efficiency; recommend and evaluate changes.
• Interpret individual student needs alongside broader engagement patterns with campus data partners; identify populations outreach is failing to reach and recommend adjustments, communicating limitations in the evidence.

Academic records management and student service

• Evaluate and maintain permanent academic records and related transactions; ensure accuracy, integrity, confidentiality, and compliance with FERPA and applicable policies while improving records procedures.
• Investigate degree completion requirements for current and former students; evaluate assigned program completion and post-baccalaureate degree conferrals.
• Coordinate assigned end-of-term processing, including final grades, academic standing, and record updates, to meet critical deadlines.
• Provide direct service to students and campus partners by interpreting academic records, transcript notations, and University and Montana University System policies; investigate complex questions, explain next steps, and coordinate resolution with appropriate offices.

Required Qualifications – Experience, Education, Knowledge & Skills

• Bachelor’s degree or equivalent combination of relevant education and experience.
• Demonstrated experience managing a complex program, system, operational process, or project that involves multiple stakeholders and competing priorities.
• Experience translating operational needs into practical procedures, system workflows, or process improvements.
• Experience developing and delivering training, presentations, or instructional resources for users with differing levels of experience.
• Demonstrated ability to explain complex information clearly in writing and conversation, build collaborative relationships, and provide responsive service.
• Experience interpreting and applying policies and procedures, handling confidential information, and exercising sound judgment.
• Demonstrated organizational, analytical, and problem-solving skills, including the ability to assess results and follow work through to completion.

Preferred Qualifications – Experience, Education, Knowledge & Skills

• Experience in higher education, academic records, enrollment management, advising, or student success.
• Experience administering EAB Navigate/NavMSU or a comparable enterprise student success or relationship management platform.
• Experience with Banner, DegreeWorks, Argos, or comparable student information and reporting systems.
• Experience leading cross-functional projects, supporting organizational change, and improving user adoption of technology.
• Experience using data and user feedback to improve programs, communications, training, or services.
• Knowledge of FERPA and Montana University System policies; relevant graduate education.

The Successful Candidate Will

• See the larger institutional picture while attending to the details that make daily operations work.
• Anticipate questions, training needs, and downstream effects before implementing changes.
• Approach problems with curiosity, listen before recommending solutions, and seek to understand the experience of the person completing the task.
• Simplify complex instructions without sacrificing accuracy; test whether materials help users complete real tasks.
• Work as a dependable teammate, share knowledge, invite feedback, and build shared ownership across departments and campuses.
• Recognize both the individual behind a support request and the broader pattern it may reveal; balance consistency with legitimate differences in campus needs.
• Remain adaptable, discreet, and service-oriented while managing ambiguity and competing deadlines.

Position Special Requirements/Additional Information This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.

Physical Demands To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.

This position has supervisory duties? No

Posting Detail Information

Number of Vacancies 1

Desired Start Date Upon completion of a successful search

Position End Date (if temporary)

Open Date

Close Date

Applications will be:

Screening of applications will begin on November 23, 2026; however, applications will continue to be accepted until an adequate applicant pool has been established.

Special Instructions This position is not eligible for sponsorship.

EEO Statement Montana State University is an equal opportunity employer. MSU does not discriminate against any applicant on the basis of race, color, religion, creed, political ideas, sex, sexual orientation, gender identity or expression, age, marital status, national origin, physical or mental disability, or any other protected class status in violation of any applicable law.

In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference, please complete the veteran’s preference information located in the Demographics section of your profile.