Director, Student Access and Onboarding

Cape Fear Community College; Wilmington (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Cape Fear Community College is hiring a Director of Student Access and Onboarding to lead front-line admissions, recruitment, and onboarding initiatives in Wilmington, NC. The role drives a welcoming experience for all learners and coordinates with Academic Advising, Financial Aid, and Career Services.

The director oversees onboarding programs, uses CRM and SIS tools, and guides a team of recruiters and information specialists to optimize enrollment across programs and pathways.

Qualifications

• Bachelor's degree required in a relevant field.
• Experience in student services or enrollment management.
• Supervisory experience and staff coaching.
• Experience with student recruitment, onboarding, and enrollment metrics.

Responsibilities

• Lead front-line student access and customer service for prospective and current students.
• Develop recruitment and outreach strategies to attract learners across programs.
• Oversee on-campus and online new student onboarding and orientation.
• Manage staff hiring, training, performance, scheduling, and competency development.
• Utilize CRM and SIS tools to support recruitment, admissions, and onboarding.
• Collaborate with Academic Advising, Financial Aid, Career Services for coordinated handoffs.
• Analyze data to assess effectiveness, set benchmarks, and drive process improvements.

Skills

Relationship-building

Communication

Project management

Team leadership

Education

Bachelor's degree

Master's degree in higher education administration or related field

Tools

Ellucian Colleague

Element451 CRM

Microsoft Office

Google Workspace

CRM systems

Job description

DEFINITION:

The Director of Student Access and Onboarding provides leadership for the College's front-line customer service, student recruitment, outreach, and onboarding functions. The director oversees efforts to create a welcoming and accessible first point of contact, attract and engage prospective students, guide students through the admissions process, and deliver a coordinated new student orientation experience.

In collaboration with the Dean of Enrollment Services and departments across the College, the director implements strategies to strengthen student access, recruitment, enrollment, and the student experience from initial inquiry through enrollment and transition to ongoing advising and student support services. The director provides leadership and supervision to staff responsible for student recruitment, information services, admissions support, and new student onboarding.

SUPERVISION RECEIVED AND EXERCISED:

• Receives general supervision from the Dean of Enrollment Services
• Supervises Student Recruiters, New Student Navigators, and Information Specialists/Representatives

ESSENTIAL AND OTHER IMPORTANT FUNCTIONS STATEMENTS:

Essential Functions:

• Leads front-line student access and customer service, ensuring a welcoming, responsive, and consistent experience for prospective and current students, including degree-seeking, short-term training, continuing education, and other learners, as well as families, faculty and staff, visitors, and the general public.
• Develops and implements comprehensive recruitment and outreach strategies to attract and engage prospective learners across the College's academic, workforce, continuing education, and training offerings, with particular attention to populations served by the College.
• Leads community and recruitment activities, including school visits, college fairs, information sessions, open houses, campus visits, workforce and community events, and other on-and off-campus activities designed to increase awareness, access, and participation in College programs and services.
• Oversees the student access and enrollment experience from initial inquiry through entry into a College program or course, ensuring clear communication, timely follow-up, assistance navigating admissions and registration requirements, and coordinated support across academic, workforce, and continuing education pathways.
• Leads the planning and implementation of new student onboarding and orientation, including face-to-face and online experiences, onboarding resources, communications, and activities that help students successfully begin.
• Provides leadership and supervision to staff, including hiring, training, performance management, scheduling, and development of service standards and competencies.
• Utilizes the College's CRM and other technology tools to support recruitment, communication, engagement, admissions, registration, and onboarding, establishing effective processes for staff use and consistent follow-up across student populations and educational pathways.
• Collaborates across the College to create a coordinated experience, connecting students with Academic Advising, Financial Aid, Economic & Workforce Development, Career Services, and other areas as appropriate and ensuring effective handoffs to ongoing support services.
• Uses recruitment, enrollment, onboarding, and service data to assess effectiveness and inform decision-making, identifying trends, establishing benchmarks, and recommending strategies and process improvements.
• Continuously evaluates and improves student-facing services, processes, and practices, incorporating student feedback, data, technology, and emerging best practices to promote accessibility, service excellence, and a seamless onboarding experience.

Other Important Functions:

• Assist in the promotion, planning, and coordination of activities and events sponsored by Student Services and Enrollment Services.
• Participate on various college committees and other institutional activities.
• Perform other related duties and responsibilities as assigned.

QUALIFICATIONS:

Knowledge of:

• CFCC programs, services, and strong relationship based marketing skills.
• Human relations and personnel practices.
• Microsoft Office Suite, Google Suite, Student Information Systems (preferably Ellucian's Colleague) and CRM software (preferably Element451).
• Successful customer service practices.
• Student onboarding and new student orientation best practices.
• Recruiting strategies and yield conversion.
• High volume incoming communication management (call center, email, chat, in-person, AI).
• Experience conducting small and large group presentations.

Ability To:

• Strong relationship-building skills.
• Exceptional communication skills and project management skills.
• Demonstrated ability to lead and develop a team effectively.
• Proven track record in student onboarding or related field. Perform related work as required.
• Work well both independently and as part of a team with individuals with diverse backgrounds.
• Communicate clearly and concisely, both orally and in writing.
• Must be willing to work evenings and weekends as necessary.
• Some travel is required. Must have a valid driver's license and access to a reliable vehicle if a school vehicle is not available. Driving record must be free of any moving violations.
• Establish and maintain cooperative working relationships with those contacted in the course of work.
• Interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations.
• Maintain effective audio-visual discrimination and perception needed for:

1. Making observations
2. Reading and writing
3. Communicating with others
4. Operating assigned equipment
5. Handling varied tasks simultaneously

Maintain physical condition appropriate to the performance of assigned duties and responsibilities, which may include the following:

1. Standing or sitting for extended periods of time
2. Operating assigned equipment
3. Handling varied tasks simultaneously
4. Bending, stooping, climbing, or lifting up to 50 pounds

Maintain mental capacity, which allow the capability of:

1. Making sound decisions
2. Responding to questions
3. Demonstrating intellectual capabilities

EXPERIENCE AND TRAINING GUIDELINES:

Minimum Education, Training, and Experience:

• Bachelor's degree
• One to three (1-3) years of progressively responsible experience in student services or enrollment management
• Experience with supervising, leading, and coaching staff
• Experience with student recruitment, community outreach, and enrollment metrics
• Experience supporting new student onboarding and/or new student orientation
• Familiarity with relevant federal, state, and institutional guidelines and compliance standards
• Proven ability to implement change and improve processes within a team or department
• Strong interpersonal, organizational, customer service, and communication skills

Preferred Education, Training, and Experience:

• Master's degree in higher education administration, student affairs, or a related field

All minimum qualifications, plus:

• Five to seven (4-6) years of professional experience in a community college or similar higher education setting
• Direct experience designing and implementing student recruitment/onboarding strategies and new student orientation programs
• Experience leading change management initiatives and bringing a strategic vision to implementation
• Supervisory experience across multi-functional student service areas
• Familiarity with CRM systems, student information systems, and data-informed decision making

Special Instructions to Applicants:

• This position REQUIRES UNOFFICIAL TRANSCRIPTS AND/OR TRAINING CERTIFICATIONS be submitted in addition to the application. Please have these documents ready to upload when applying.

• Candidates are required to submit OFFICIAL TRANSCRIPTS for all degrees obtained prior to their first day of work or hire date. If the highest level of education is a High School diploma or equivalent, proof of completion is required.

• Candidates who have obtained their education outside of the US and its territories must have their academic degree(s) validated, at their own expense, by an outside credential evaluation service as equivalent to the Baccalaureate or Master's degree conferred by a regionally accredited college or university in the United States.

• To claim veterans' preference, all eligible persons shall submit a DD Form 214, Certificate of Release or Discharge from Active Duty, to Human Resources during the application process. Human Resources will verify eligibility.