Student Services Operations Manager

Responsibilities

• Provide supervision of the student services assistant team.
• Oversee general office operations and ensure high-quality customer service.
• Coordinate appointment scheduling procedures for student services assistants, organize meeting agendas and logistics, and manage staff coverage.
• Provide routine customer service, virtually, in-person, and via phone.
• Project and maintain a positive, professional image of the College when meeting or talking with students or other outside contacts.
• Evaluate risk-mitigation strategies and investigative procedures to prevent fraudulent activity in financial aid distribution and student account transactions.
• Serve as a subject matter resource for staff and students regarding student services processes and policies, requiring thorough knowledge of academic programs, admissions, advising, and financial aid procedures.
• Maintain and monitor a systematic onboarding process for new student services employees.
• Train new and existing employees on student services policies and procedures.
• Organize and lead the annual student services operations calendar to ensure proactive and timely processing.
• Support the development and implementation of an annual student communication plan and lead marketing project requests.
• Manage data and reporting for student services and work closely with other offices to improve the College’s business processes.
• Ensure process efficiency through the development and maintenance of automated workflows, data integrity, and the effective use of enrollment systems.
• Oversee the planning, implementation, and management of day-to-day operations related to Ellucian Colleague (SIS), SoftDocs (document imaging), Anthology Reach (CRM), and other emerging technologies.
• Serve as a CRM system expert to deliver training to support Reach users across the college.
• Manage CRM operations throughout the student lifecycle, configuring automated communication workflows and establishing data-entry standards to ensure system accuracy.
• Collaborate with the CRM System Administrator to analyze and resolve CRM software issues in a timely and accurate fashion.
• Determine how to best leverage CRM capabilities and functionality for maximum impact and ROI for the college.

Requirements

• Bachelor’s degree or three years of equivalent work experience. Preference for degree in business, communication, accounting, and/or higher education.
• Must possess a valid driver’s license.