Job Details

Director of the One-Stop Center For Campus Enrollment Services
Austin, TX (US)
University of Texas at Austin
20%
Nov 03, 2018 (Expired Remaining)

DIRECTOR OF THE ONE-STOP CENTER FOR CAMPUS ENROLLMENT SERVICES

The University of Texas at Austin is investing in a new One-Stop Center for services and information related to students’ enrollment, so that they can more easily access resources related to registration, financial aid, student records, and more. This new One Stop will remove barriers so students can more quickly and easily access the information and services they need to support their enrollment and timely graduation. The Center will maximize service, minimize wait time and referrals, and support student success (retention, persistence, and timely graduation) while maintaining our high standards for compliance. We expect to break ground on the physical space this winter and open in academic year 2019-20.

The University is looking for a strong leader to direct this Center, a collaboration between the Office of Enrollment Management, Financial and Administrative Services (FAS), the Division of Student Affairs, other administrative offices, and colleges and schools. Currently, a team of approximately 15 key staff members are collaborating on the design of space, programming, technology, and staffing at the One-Stop Center for Campus Enrollment Services. A Governing Committee of key Home Office leadership and advisers will support their effective implementation. UT Austin is seeking a strong, inclusive, customer-service-oriented leader to direct the new Center, in close partnership with home office leadership and key staff.

This Center will be core to the student success strategy of the University and represents a significant investment in the student experience at UT Austin. This position represents an opportunity to lead, design, and build the Center from the ground up, with full support and investment from the University and the Office of Enrollment Management.

THE ROLE OF DIRECTOR FOR ONE-STOP CENTER

Reporting to the Senior Vice Provost for Enrollment Management, the Director will provide strategic leadership and operational management for a new one-stop center for campus enrollment services, in service of meeting University enrollment goals.

Specifically, the Director will:

• Lead plan, implement, and assess strategies necessary to provide effective and exceptional student service in collaboration with Enrollment Management units and key campus partners.

• Support student success outcomes by ensuring the Center meets productivity, quality, and customer-service standards—standards the Director should establish in partnership with Enrollment Management leadership and campus stakeholders.

• Design and implement cross-functional training, resources, and processes to build a strong, innovative student services team, in part by providing ongoing staff development and performance management for One-Stop team.

• Contribute to the design and selection of, and oversee the development and adoption of, technology tools that mediate and improve students’ interactions with the Center, that provide students timely, accurate, and easy-to-find information, and that offer the capability to complete transactions. Director should stay attuned to new technologies and approaches that enable high-quality service experiences across industries.

• Oversee effective, timely, and responsive communication and outreach efforts, including branding, website, social media and other publications and artifacts.

• Assess and report on effectiveness of the one-stop student services center to support student success and continuous improvements for the Center and its staff.

• Lead a One-Stop Governing Committee to engage with the campus, and participate in university committees and processes, contributing to student success initiatives as appropriate.

QUALIFICATIONS OF THE SUCCESSFUL CANDIDATE

UT Austin seeks a leader who has the customer-service mindset, creative and collaborative orientation, and track record of experience to launch and lead an excellent Center. This person will be a strong advocate for students with a depth and breadth of understanding of the barriers they can face to enrollment, and a passion for improving the service and the systems that students encounter on their journey. While no single candidate may have all of the ideal qualifications, UT Austin prefers candidates with the following experience and abilities:

• Significant experience managing a customer-service-focused unit in a large institution of higher education, including experience leading an organization through change and a commitment to sound change-management practices;

• Knowledge of financial aid, registration and student records, student accounts receivable, and/or academic advising, and enthusiasm for collaboration with home offices in those areas, to ensure compliance with policies and maintain strong and engaged partnerships to assess processes.

• A relentless commitment to making higher education accessible and manageable for all students; a dedication to helping students from underrepresented groups and first- generation students achieve success;

• Ability to thoughtfully integrate technology into workflows in order to communicate clearly and track cases to resolution;

• Experience leading and supervising a large team, developing and administering comprehensive programs, conceiving of and facilitating events and training materials, managing professional and support staff and budgets, and interpreting and developing policies;

• Dedication to continuous improvement, knowledge of program evaluation and improvement practices, and commitment to the use of data to measure success.

You must apply online to be considered for the position:  https://utdirect.utexas.edu/apps/hr/jobs/nlogon/181002010382

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