Associate Director, Student Services & Engagement

The Howard University; United States; On-site; USD 80,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision

Mental health support

PTO & holidays

Flexible work

Job summary

The Howard University is seeking an Associate Director of the Bison One Stop to lead a student-centered services hub, coordinating financial aid, billing, registration, and academic records into a seamless experience.

You will supervise the call center and student staff, develop outbound campaigns with the Director, ensure daily operations run smoothly, and drive service excellence across the university community.

Qualifications

• Lead and coordinate outbound outreach to students and families.
• Supervise call center staff and student workers.
• Deliver student-centered services across financial aid, billing, registration, and records.
• Develop and implement service policies and training programs.
• Ensure consistent service quality and process improvements.

Responsibilities

• Provide high-quality service during the workday shift for inquiries.
• Coordinate with the Director to create a calendar for outbound calling campaigns to current and prospective students.
• Ensure daily service operations run smoothly by following established protocols and escalating issues as needed.
• Assist with rollout of service policies, procedures, and staff training initiatives.
• Use student systems to track inquiries, interactions, and contribute to service improvements.
• Collaborate with students, faculty, and staff to promote a culture of service excellence and continuous improvement.
• Maintain a strong in-person presence and uphold the values of the University through respectful, student-focused engagement.

Job description

The Howard University is seeking an Associate Director of the Bison One Stop to lead a student-centered services hub, coordinating financial aid, billing, registration, and academic records into a seamless experience.

You will supervise the call center and student staff, develop outbound campaigns with the Director, ensure daily operations run smoothly, and drive service excellence across the university community.