Operations Manager

Area: Academic Affairs
Department: Graduate Registrar
Work Location: Amherst
Work Arrangement: Hybrid

Job Summary

Manages administration and day-to-day operations of the Graduate Student Service Center (GSSC), including scheduling and assignment of classified staff, and ensuring effective delivery of all GSSC services. Oversees all operations pertaining to graduate admissions, graduate student records, and graduate degree clearance.

Responsibilities

• Ensures efficient, professional execution of routine office functions pertaining to graduate admissions, graduate student records, and graduate degree clearance.
• Supports high-volume, complex processing, including concurrent management of overlapping enrollment and graduation cycles.
• Supervises customer service staff; establishes workloads based on the office calendar and operational needs and manages schedules for rotating office coverage; oversees recruitment, selection, training, and performance management.
• Makes policy recommendations to management in response to evolving student and program needs and works with the Graduate Registrar, Assistant Registrar, and systems staff to implement updates.
• Assesses workflows and operational procedures to identify inefficiencies and recommends actionable improvements to management.
• Provides troubleshooting and case management for student scenarios, including registration issues, withdrawals and leave of absence requests, degree eligibility issues, milestone discrepancies, and graduation delays.
• Approves exceptions to policies related to graduate student registration, records, and degree requirements.
• Performs special projects and other duties as assigned by the Assistant Registrar or Graduate Registrar, demonstrating adaptability and flexibility to accomplish organizational goals.
• Compiles data and reports as requested by the Assistant Registrar and Registrar.
• Monitors and provides content updates for Graduate School web pages and communications.
• Ensures timely and comprehensive messaging to students and other audiences, consistent with the strategic communication goals of the Graduate School.
• Serves as a central point of contact to triage and redirect high-volume inquiries from departments, faculty, and students, ensuring accurate guidance and efficient resolution of graduate program-related issues.
• Communicates and oversees dissemination of policies and procedures to GSSC staff and administrators, ensuring consistent interpretation and compliance with University, state, and federal requirements.
• Coordinates staff training and collaborates with systems staff, Director of Graduate Admissions, and Assistant Graduate Registrar, to create effective training materials and documentation.
• Contributes to the successful execution of the Graduate School Commencement ceremonies and new graduate student orientation.
• Performs related duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.

Requirements

• Bachelor’s degree and 3 years of relevant work experience and supervision.
• Excellent organizational and communication skills.

Preferred Qualifications

• Ability to analyze and assess complex situations, articulate ideas, and problem solve, with a high degree of autonomy.
• Experience in Enterprise student systems.
• High level of proficiency with computer applications and software.
• Strong analytical and organizational skills.
• Ability to manage several projects simultaneously and capacity to handle competing priorities in a complex and dynamic working environment.
• Excellent communication and interpersonal skills in interacting with a diverse community of students, faculty, co-workers, and other University administrators.
• Ability to understand, explain, and apply Federal and State laws, as well as University policies and procedures governing assigned activities within the unit, including protecting the confidentiality of applicant and student records.
• Able to take initiative and work independently and collaboratively with various university personnel.
• Experience in a unionized environment.

Working Conditions

Work is performed in a standard office or indoor university environment and involves minimal physical exertion.

Schedule

Full Time
Monday through Friday

Pay

Pay Grade: PSSAP Grade 25