Director, Student Services and Communications Center

About the role

The Director, Student Services & Communications Center assists with the planning, organization, and implementation of the delivery and assessment of Student Affairs services and communications. The role directs the comprehensive student communications center that assists students with the information, tools, and guidance to promote their academic success and supervises the communications center staff.

Responsibilities

• Manages the day-to-day delivery of all student services to ensure exceptional service and student success.
• Directs the daily operations of the communications center providing support services to pro-actively assist students with information, tools, and guidance to cultivate their academic success.
• Supervises team including hiring, mentoring, coaching, developing, training, scheduling, and performance evaluation.
• Coordinates strategic communications, including the communications center through multiple technology modalities such as EAB Navigate, Canvas, and PeopleSoft in a pro-active manner to foster connections with students throughout their educational journey.
• Evaluates and revises the timing, content, and efficacy of student communications to foster seamless student interactions with the college.
• Monitors, interprets, evaluates, and assesses communications performance metrics such as call efficiency, conversion rates, wait times, and student feedback.
• Implements improvements based on student services data and trends of student life cycle from enrollment to graduation.
• Develops and provides functional and technical training to divisional staff in collaboration with departmental trainers in Student Affairs.
• Coordinates with other departments to create student-facing communications, such as emails, online announcements, digital communications, and print media as well as developing target lists for student communications.
• Performs other duties as may be required or assigned.

Required Qualifications

• Bachelor’s degree from a regionally or nationally accredited institution, preferably in Business Administration, Management, or a related field.
• Four years of professional work experience in student communications or student affairs/services programs.
• Two years of experience as a supervisor or team lead.

Desired Qualifications

• Experience directing or managing a call center.
• Experience developing communications or marketing outreach campaigns.

Knowledge, Skills & Abilities

• Excellent verbal, written, presentation, and interpersonal communications skills.
• Ability to work well in a highly collaborative and team-oriented environment.
• Knowledge of enterprise-wide student information systems, such as EAB Navigate, Canvas, and PeopleSoft.
• Ability to interpret and assess quality control metrics.
• Strong service excellence skills and the ability to provide excellent customer service.
• Excellent problem-solving and critical thinking skills.
• Ability to successfully manage and motivate others to achieve objectives.
• Ability to exercise good judgment and discretion without close supervision.
• Excellent Microsoft Office 365 skills (Outlook, Word, Excel, PowerPoint) and the ability to become proficient in videoconferencing applications, including Teams/Zoom.
• Ability to use multiple modes of contact to serve the needs of students including electronic and phone interaction.
• Ability to exhibit a professional, courteous demeanor.
• Committed to working in a multicultural environment.

Work Environment

Works in an office environment. Works flexible hours, including evenings and weekends. Travels between campuses.