Supervisor, Eligibility and Customer Service

NAIA; Kansas City (MO); On-site; USD 70,000 - 90,000; Full time

Job summary

NAIA Eligibility Center seeks a Transfer Eligibility Team Lead to oversee the resources, processes, and personnel responsible for determining eligibility for about 10,000 domestic students annually.

Serving on the center's management team, you will support accurate, timely eligibility determinations for 40,000 first-time NAIA student-athletes, handling thousands of documents and customer inquiries each year.

Qualifications

• Bachelor’s degree required.
• 3-5 years work experience preferred.
• Demonstrated ability to lead a team and create a positive working environment.

Responsibilities

• Oversee 2-6 full-time staff and 5-6 seasonal staff to maintain motivation and workload balance.
• Contribute to hiring and onboarding activities for staff.
• Support training efforts for transfer students at the eligibility center.
• Drive continuous improvement using data and reporting for quality and efficiency.
• Collaborate across departments to ensure effective operations and long-term growth.
• Communicate with NAIA members, students, and families regarding EC operations.

Education

Bachelor’s degree

Job description

As the transfer eligibility team lead, you'll oversee the resources, processes, and personnel required to determine the eligibility of ~10,000 domestic students at the NAIA Eligibility Center each year. As a member of the center’s management team, you'll support the accurate and timely determination of initial eligibility for 40,000 first-time NAIA student-athletes, handling 90,000 documents and 45,000 customer inquiries annually.

Requirements

Requirements:

Essential duties and responsibilities include, but are not limited to, the following:

• Effectively supervise and lead 2-6 full-time staff and about 5-6 seasonal staff toward motivation, aligned workloads, clear vision, adaptability to change, and fiscal responsibility
• Contribute to the hiring and on- and off-boarding activities of full-time and seasonal staff
• Contribute to the eligibility center training efforts regarding transfer students
• Contribute to continuous improvement for enhanced quality, efficiency, and stakeholder satisfaction through the use of established data and reporting
• Contribute to cross-departmental collaboration to ensure successful:
• Use of equipment, technology systems, data, and reporting (technology)
• Contribute to the overall leadership and management for the NAIA Eligibility Center’s effective operation and strategic long-term growth
• Support communication with key constituents, including NAIA members, students,parents, and others, regarding EC operations and prospective NAIA student-athletes
• Serve as liaison to membership groups as needed
• Establish and maintain knowledge of higher education, FERPA, and competitive structures

• Bachelor’s degree and 3-5 years work experience
• Demonstrated ability to lead a team and create a positive working environment
• Ability to provide exceptional customer service, communication, confidentiality of protected information, and professionalism
• Skilled in organization and time management
• Knowledge of NAIA/ intercollegiate athletics, preferred

This position is located in Kansas City, MO. Relocation is not available for this role.