Director of the One Stop

Howard University College of Medicine; Northern (KY); Hybrid; USD 115,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision benefits

Mental health support

PTO

Paid holidays

Flexible work arrangements

403(b) with company match

Tuition reimbursement

Job summary

Howard University invites applications for the Director of the One Stop Student Services Center. This in-person leadership role oversees financial aid, billing, registration and records, delivering a seamless, student-centered experience and guiding a team of professionals to improve processes through technology and cross-campus collaboration.

We seek a Master’s degree holder with 7+ years' experience in enrollment services or student affairs, strong communication, problem solving, and a

Qualifications

• Master’s degree required in higher education or related field.
• 7+ years of progressive experience in enrollment services, financial aid, registrar or related areas.
• Proven leadership and cross-functional team management.

Responsibilities

• Deliver integrated support for financial aid, billing, registration and records.
• Resolve escalated student issues with empathy and professionalism.
• Develop training resources to empower staff.
• Implement service technologies (CRM, ticketing, knowledge bases) to improve efficiency.
• Monitor service delivery metrics and student satisfaction.
• Collaborate with relevant departments to align policies and processes.

Skills

Leadership

Communication

Problem solving

Interpersonal skills

Customer service

Time management

Education

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

Tools

CRM systems

Ticketing systems

Knowledge management systems

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

Join Howard University and thrive with us! https://hr.howard.edu/benefits-wellness

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

Howard University is a comprehensive, research-oriented, historically Black private university providing an educational experience of exceptional quality to students of high academic potential with particular emphasis upon the provision of educational opportunities to promising Black students. Further, the University is dedicated to attracting and sustaining a cadre of faculty who are, through their teaching and research, committed to the development of distinguished and compassionate graduates and to the quest for solutions to human and social problems in the United States and throughout the world.

Howard University does not discriminate on the basis of race, color, national and ethnic origin, sex,sexual orientation,gender or gender identity, marital status, religion, disability or protected veterans status. Veterans and people with disabilities are encouraged to apply. Inquiries regarding provisions for persons with disabilities or veterans status, Equal Employment Opportunity and Title IX should be directed to the Office of Employee Relations and Equal Employment Opportunity at 202-806-1280. This position description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The university has the right to revise this position description at any time. This position description is not be construed as a contract for employment.