Director of the One Stop

Howard University; Maryland; On-site; USD 115,000 - 120,000; Full time

Benefits offered by this job

Health & Wellness

PTO & Holidays

Salary & 403(b)

Professional Development

Commuter benefits

Vibrant culture

Job summary

Howard University seeks a visionary Director of the One Stop Student Services Center to unify financial aid, billing, registration and records into a seamless student experience.

Leading a diverse team of professionals and student staff, you will drive service standards, deploy CRM and self-service tools, and partner across campus to advance student success with equity and excellence.

Qualifications

• Master's degree in Higher Education, Student Affairs, Business Administration or related field.
• At least 7 years of progressively responsible experience in enrollment services or related fields.
• Proven leadership experience including managing cross-functional teams.
• Commitment to equity, inclusion and student-centered services.
• Availability to work on campus full time.

Responsibilities

• Oversee delivery of integrated support for financial aid, billing, registration and records.
• Resolve escalated and complex student issues with empathy and professionalism.
• Develop training resources that empower staff to support students effectively.
• Implement and manage service technologies (CRM, ticketing systems, knowledge bases) to improve efficiency.
• Monitor and evaluate service delivery metrics, including wait times and resolution rates.
• Prepare regular reports for senior leadership with policy and operational recommendations.

Skills

Leadership experience

Customer service

Communication

Data analysis

Project coordination

Education

Master's degree in Higher Education, Student Affairs, Business Administration or related field

Tools

CRM

Ticketing systems

Knowledge management

Job description

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff "for fit" makes significant contributions to Howard University's overall mission.

At Howard University, we prioritize well-being and professional growth.

Here Is What We Offer

• Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
• Work-Life Balance: PTO, paid holidays, flexible work arrangements
• Financial Wellness: Competitive salary, 403(b) with company match
• Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
• Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture

The Director of the One Stop Student Services Center provides visionary and operational leadership for a centralized hub that integrates student-facing services, including financial aid, student accounts, registration, and records. This position is responsible for delivering a seamless, student-centered experience by reducing barriers, streamlining processes, and ensuring timely, accurate service.

The Director leads a team of professional and student staff, develops service standards, leverages technology, and collaborates with cross-campus partners to support student success. This is an in-person role requiring high visibility and engagement with students, staff, and faculty.

Principal Accountabilities

• Ensure the delivery of integrated support for financial aid, billing, registration and records
• Resolve escalated and complex student issues with empathy and professionalism
• Develop training and resources that empower staff to support students effectively
• Implement and manage service technologies (CRM, ticketing systems, self-service tools, knowledge bases) to improve efficiency
• Monitor and evaluate service delivery metrics, including student satisfaction, wait times and resolution rates
• Recommend and implement process improvements that enhance the student experience
• Partner with financial aid, registrar, bursar, advising and IT to align policies and processes
• Ensure consistent and clear communication with students through multiple channels (web, email, print, in-person)
• Collect and analyze data to measure effectiveness and identify opportunities of improvement
• Prepare regular reports for senior leadership with recommendations for policy and operational changes

Core Competencies

• High energy, enthusiasm, and passion for the work.
• Must be a team player with the ability to successfully multitask.
• This position requires excellent verbal, organizational and time management skills.
• Exceptional customer service skills and the ability to demonstrate good judgment.
• Capacity to learn and provide in-depth information and advice about the University and its programs.
• Ability to establish and maintain effective and harmonious work relations with students, faculty, staff, University officials and the public.
• Ability to communicate effectively both verbal and written thoughts, ideas and facts.
• Takes initiative to handle tasks and multi-tasks while demonstrating a high level of accuracy.
• Committed to providing quality assistance to a socio-economically diverse student population.
• Demonstrated ability to provide innovative responsiveness to problem-solving within a team environment.
• Process-oriented and able to prioritize and manage multiple tasks in a fast-paced environment.
• Can exercise good judgment when faced with difficult decision.
• Must be able to travel and work evenings and other times as deemed necessary for overall operations of the office.
• Assist in the daily operations of the office
• Ability to set priorities and manage multiple high-priority tasks simultaneously.
• Strong customer service skills
• Ability to maintain confidentiality and attention to detail are essential.
• Excellent interpersonal skills including the ability to listen and communicate in a professional and positive manner.
• Ability to establish and maintain harmonious and effective work relations with students, staff, faculty, and the public.
• MINIMUM REQUIREMENTS:
• Master's degree in Higher Education, Student Affairs, Business administration or a related field
• At least 7 years of progressively responsible experience in enrollment services, financial aid, registrar or other related fields
• Proven leadership experience including managing cross-functional teams
• Demonstrated ability to streamline complex processes and lead organizational change
• Excellent communication, problem-solving and interpersonal skills
• Commitment to equity, inclusion and student-centered services
• Availability to work on campus full time

Preferred Qualifications

• Experience establishing or managing a One Stop Student Services model
• Knowledge of federal and state regulations impacting financial aid, student accounts and academic records
• Experience with service technology implementation (CRM, ticketing, chatbot or knowledge management systems)
• Evidence of innovation practices in improving student experience

Compliance Salary Range Disclosure

Expected Pay Range: $115,000 to $120,000