Director, One Stop Student Experience

The Howard University; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Paid time off and holidays

403(b) with company match

Tuition reimbursement

Career development opportunities

Wellness programs

Job summary

Howard University’s Talent Acquisition team seeks a Director of the One Stop Student Services Center to lead a centralized hub delivering financial aid, billing, registration and records support for a student-centered experience.

The role requires in-person leadership, collaboration with campus partners, and dedication to streamlining processes, improving service, and engaging with students, staff and faculty across the university.

Qualifications

• 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 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.

Responsibilities

• 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

Skills

Leadership

Communication

Customer service

Time management

Teamwork

Confidentiality

Problem-solving

Stakeholder management

Education

Master's degree in Higher Education / Student Affairs / Business Administration

Tools

CRM systems

Ticketing systems

Knowledge bases

Job description

Howard University’s Talent Acquisition team seeks a Director of the One Stop Student Services Center to lead a centralized hub delivering financial aid, billing, registration and records support for a student-centered experience.

The role requires in-person leadership, collaboration with campus partners, and dedication to streamlining processes, improving service, and engaging with students, staff and faculty across the university.