Assistant Director, One Stop Student Services & Innovation

The New School; New York (NY); On-site; USD 74,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Retirement plan (TIAA)

Tuition waiver benefit for eligible-em

Paid vacation and sick leave

Job summary

The New School in New York City is seeking an Assistant Director for the One Stop Student Service Center. You will lead student-facing support, supervise Student Assistants, and drive knowledge management and process improvements on campus.

The role balances frontline service with leadership, requiring a service orientation, meticulous attention to detail, and the ability to coordinate across Billing, Financial Aid, Registrar, and Student Accounts. Hybrid work may be considered.

Qualifications

• Bachelor’s Degree required for consideration.
• At least four years in higher education, with supervisory experience in a fast-paced frontline student support team.
• Exceptional interpersonal and communication skills; attention to detail; strong proofreading skills.
• Customer service orientation: Genuine commitment to helping students solve problems with kindness and efficiency.
• Excellent problem-solving skills.
• Technology proficiency: Interest in learning new platforms and tools.
• Strong facility with Banner, Google Workspace, Microsoft Office; experience with TouchNet, Slate, and call center systems preferred.
• Mentor and Leadership; demonstrated ability to manage and develop Student Assistants.

Responsibilities

• Provide support to students via email, phone, and in-person meetings regarding billing, payment, financial aid, student records, and housing.
• Troubleshoot and resolve a wide variety of student issues to point of resolution.
• Document history of each student service interaction in Banner or Stellic.
• Provide outstanding customer service to students and families, with a welcoming and caring attitude.
• Serve as primary backup to the Director; handle urgent escalations and team coordination.
• Recruit, hire, train, and manage the student assistant team; create schedules.
• Assist in revising knowledge base policies and AI platform content; maintain accuracy.
• Monitor AI responses for accuracy and update as needed.
• Develop training materials and coordinate counselor schedules to ensure coverage and efficiency.
• Identify workflow inefficiencies and explore automation with Google Workspace tools; document processes and SOPs.
• Analyze service metrics (volume, response time, resolution rate, escalation rate, satisfaction) and report.

Skills

Interpersonal communication

Attention to detail

Proofreading

Customer service orientation

Problem solving

Technology proficiency

Education

Bachelor’s Degree

Tools

Banner

Google Workspace

Microsoft Office

TouchNet

Slate

Call center systems

Job description

The New School in New York City is seeking an Assistant Director for the One Stop Student Service Center. You will lead student-facing support, supervise Student Assistants, and drive knowledge management and process improvements on campus.

The role balances frontline service with leadership, requiring a service orientation, meticulous attention to detail, and the ability to coordinate across Billing, Financial Aid, Registrar, and Student Accounts. Hybrid work may be considered.