The Director of Student Services One Stop oversees developing, implementing, and managing a comprehensive contact center designed to support students and parents with inquiries related to federal financial aid, student billing, information technology, and registration/student records. This individual will lead a team of dedicated support staff and ensure the delivery of exceptional customer service in a timely and efficient manner, including a student-facing center for walk-in traffic.

Responsibilities and Duties: 

• Develop and implement a strategic vision for Student Services One Stop, ensuring alignment with the university's goals and objectives. 
• Oversee the establishment and maintenance of the center's infrastructure, including technology, staffing, and operational processes. 
• Manage the staff's recruitment, training, and performance evaluation, fostering a culture of continuous learning and improvement. 
• Ensure the Student Services One Stop provides accurate and timely support to students and parents on issues related to federal financial aid, student billing, technology, and registration/student records. 
• Collaborate with relevant university departments, such as Financial Aid, Student Accounts, IT Services, and Registrar, to maintain up-to-date knowledge of policies, procedures, and best practices. 
• Establish and monitor the contact center's key performance indicators (KPIs), using data-driven insights to inform continuous improvement and enhance service quality. 
• Develop and maintain a comprehensive knowledge base for the Student Services One Stop, ensuring staff can access accurate and current information to resolve inquiries. 
• Implement a feedback mechanism to gather input from students, parents, and staff to identify areas for improvement and opportunities to enhance the Student Services One Stop’s service offerings. 
• Ensure compliance with all relevant federal, state, and institutional regulations, policies, and guidelines related to student information, privacy, and financial aid. 
• Prepare and manage the Student Services One Stop’s budget, ensuring cost-effective allocation of resources and alignment with university financial objectives. 
• Represent the One Stop in university-wide meetings, committees, and events, advocating for students. 
• Stay current on industry best practices, trends, and technologies related to Student Services One Stop operations, and recommend updates or changes to maintain the highest level of service. 
• Handles sensitive information in a confidential manner. 
• Maintain a highly professional attitude and demeanor at all times. 
• Attends all relevant staff meetings, committee meetings, and professional development activities. 
• Familiar with and adheres to all University policies and procedures. 
• Schedules regular meetings with staff to contribute recommendations and suggestions that will improve the quality of staff workloads and/or to obtain information to determine what types and subjects of training are necessary.
• Perform other duties as assigned by University administrators.

• Bachelor's degree in a related field; Master's degree preferred.
• Minimum of 5 years of experience in higher education, customer service, or contact center management.
• Demonstrated experience in managing and leading teams.
• Strong knowledge of federal financial aid, student billing, technology support, and learning management systems.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data and use it to inform decision-making.
• Commitment to providing exceptional customer service and fostering a positive, supportive environment for students and parents.

Before hiring, the final candidate(s) must successfully pass a pre-employment background investigation, including information obtained from social media and other internet sources.

To Apply: When you select "Apply Now," you will be prompted to provide the following: 

• Cover Letter.
• A current resume or CV.
• Transcripts of all college work. Unofficial transcripts will suffice for application.  Official transcripts must be submitted immediately upon employment.
• Email and phone number of three professional references.  Reference letters may be requested later.