Student Services Operations Lead

The Howard University; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health & Wellness: Comprehensive benef

PTO & holidays

Flexible work arrangements

403(b) with company match

Tuition reimbursement

Career advancement paths

Wellness programs

Commuter benefits

Vibrant company culture

Job summary

Howard University seeks an Associate Director of the One Stop Student Services Center to oversee the delivery of seamless, student-centered services by integrating financial aid, student accounts, registration, and records into a centralized hub.

The role directs nine student service specialists, sets service standards, and uses data to drive continuous improvement while collaborating with campus partners to enhance the student experience in an in-person setting.

Qualifications

• Deep knowledge of enrollment processes and student services.
• Strong leadership and staff supervision experience.
• Ability to establish service standards and improve efficiency.
• Experience using data to drive continuous improvement.
• Commitment to Howard's culture of truth, service, and kindness.

Responsibilities

• Manage daily operations of the One Stop Center across financial aid, student accounts, registration, and records.
• Directly supervise professional staff including hiring, training, coaching, and performance evaluation.
• Implement and monitor service protocols, quality standards, and performance metrics to ensure timely, accurate resolution of student inquiries and transactions.
• Work closely with the Director and campus partners to streamline processes, resolve complex issues, and improve the overall student experience.
• Leverage technology, data, and analytics to identify efficiencies, enhance workflows, and recommend system/process improvements.
• Maintain a visible presence in the Center, engaging with students directly to ensure concerns are addressed and feedback informs service enhancements.
• Assist in the development and implementation of policies and procedures that align with university, state, and federal regulations.
• Ensure consistent and clear communication with students through multiple channels (web, email, print, in-person)

Skills

Leadership

Staff development

Customer service

Data analytics

Cross-functional collaboration

Job description

Howard University seeks an Associate Director of the One Stop Student Services Center to oversee the delivery of seamless, student-centered services by integrating financial aid, student accounts, registration, and records into a centralized hub.

The role directs nine student service specialists, sets service standards, and uses data to drive continuous improvement while collaborating with campus partners to enhance the student experience in an in-person setting.