Director, Outsourced Financial Aid Operations

ICES: Data, Discovery, Better Health; Atlanta (GA); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Remote work flexibility

Comprehensive benefits package

Professional development opportunities

National impact across higher ed

AI-enabled innovation

Job summary

Financial Aid Services (FAS) seeks a Director of Outsourced Managed Services to lead and expand our processing operations across multiple colleges and universities nationwide. The role centers on operational excellence, regulatory compliance, and client success, with a focus on automation, AI, and scalable delivery.

You will oversee a 14-person team, manage 20+ active engagements, and drive the expansion to 50+ clients in 24 months while collaborating with executive leadership to improve

Qualifications

• Bachelor's degree required; Master's degree preferred.
• 10+ years of progressive financial aid leadership experience.
• Experience leading financial aid operations at a college, university, system office, or higher education organization.
• Strong project management, organizational, and change management skills.
• Proven ability to lead high-performing teams in a remote environment.
• Experience leveraging technology to drive efficiency and operational excellence.
• Demonstrated ability to scale operations while maintaining quality and compliance.

Responsibilities

• Provide operational leadership for 14 staff and 20+ client engagements, with growth to 50+ clients.
• Standardize service delivery and SOPs across processing services.
• Monitor KPIs and client satisfaction, drive continuous improvement.
• Lead AI-enabled transformation and workflow automation initiatives.
• Foster trusted partnerships with clients and internal teams.
• Ensure regulatory compliance and quality assurance across engagements.

Skills

Leadership

Project management

Change management

Data-driven decision making

Remote leadership

Process optimization

Education

Bachelor's degree

Master's degree preferred

Tools

Ellucian Banner

Colleague

PeopleSoft

Jenzabar

CampusNexus

Job description

Financial Aid Services (FAS) seeks a Director of Outsourced Managed Services to lead and expand our processing operations across multiple colleges and universities nationwide. The role centers on operational excellence, regulatory compliance, and client success, with a focus on automation, AI, and scalable delivery.

You will oversee a 14-person team, manage 20+ active engagements, and drive the expansion to 50+ clients in 24 months while collaborating with executive leadership to improve