Associate Director, Academic Operations & Student Services

The Associate Director is responsible for managing the day-to-day operations for admissions, specialized enrollment requests, military portals, financial aid, veterans' benefits (VA), and other areas of specialization in Student Services. Knowledge of the duties and tasks of each specialization is essential. The Associate Director provides direction, training, and coaching for staff to ensure the office is providing the highest quality of service and support to students and staff.

DUTIES:

• Supervise and manage the Student Services staff and create a professional and efficient office atmosphere, providing  excellent customer service and accurate information through student and staff support

• Ensure that each Student Services Coordinator develops and maintains training for his/her area of specialization and provides training for field staff as needed. Over time, coordinator staff should be cross-trained so that all staff have basic familiarity with all aspects of Student Services operations

• Support the Assistant Vice President (AVP) in interfacing with admissions, financial aid, degree audit, student records, Stateside Military Operations, and other departments with which the Student Services Coordinators interact with worldwide

• Monitor and provide second-level responses for resolutions for escalated SalesForce cases and issues for the Student Services Coordinators areas of specialization

• Monitor and evaluate productivity and quality of work of the Student Services Coordinators to maintain performance metrics designed to maximize excellent customer service, efficiency and data integrity

• Collaborate and provide training for newly hired field staff and continuous quality improvement training for current field staff and field leadership for the various areas within Student Services (Admissions Services, Academic Operations, Military Portals, Financial Aid, and Veterans' Affairs) through the development and maintenance of training presentations, reference materials and structured training programs

• Coach, mentor, and evaluate Student Services Coordinators members for quality assurance

• Assist AVP with the training of the faculty and field staff on policy, program, and curriculum changes within Academic Affairs and in conjunction with the Associate Director, Academic Affairs.  This includes supporting timely updates, via email communications or other communication channels, to ensure information is shared division wide.

• Assist with the production of the annual catalog by reviewing policies and program contents as requested and ensure that all published information (ex: catalog, website, outreach collateral) about Student Services resources, academic plans, programs, and testing information is accurate and up to date

• Ensure continuous compliance with all the federal and institutional regulations

• Support the AVP in commencement and homecoming events, career services and alumni relations, and train and support Student Services staff in commencement/homecoming related duties

• Support retention efforts to develop initiatives in collaboration with Enrollment Operations and Faculty Affairs to enhance and improve student success and retention

• Perform other job-related duties as assigned.

OTHER DUTIES MAY INCLUDE:

• Serves as academic liaison for the academic advising team providing academic updates and academic guidance

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree from a U.S. regionally accredited institution or foreign degree equivalent

• Minimum two years of supervisory/management experience

• Demonstrated self-starter and attention to detail

• Excellent customer service skills and commitment to customer service

• Excellent analytical, administrative, organizational, and written and spoken communication skills

• Ability to work in a fast-paced and complex environment

• Ability to prioritize and manage multiple tasks, lead dynamically, and manage and motivate others

• Team environment experience

PREFERRED EDUCATION AND EXPERIENCE:

• Master's degree from a U.S. regionally accredited institution or foreign degree equivalent

• Familiarity with the higher education academic policies and programs

• Three or more years of supervisory experience

• Minimum one year of experience in financial aid and Veterans' Affairs

• Minimum one year of experience as an academic advisor

• Familiarity with PeopleSoft, Salesforce, Military portals, VA-ONCE, Workday, MS Office, and other software packages.

WHO MAY APPLY: Applicants with individual logistic support (ILS) preferred. Must be U.S. Citizens. Applicants must qualify for ILS. Criteria under which applicants qualify for ILS are: must serve the U.S. Forces exclusively; are not stateless persons; and are not ordinarily a resident in the host nation. 

All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu.