Associate Director of Academic Operations and Student Services

UMGC Asia

Location: Yokota Administrative Headquarters Building, Japan

Overseas Regular Employee, 100% FTE (Full-Time), Grade 006

The Associate Director of Academic Operations and Student Services is responsible for managing the day-to-day operations for areas of specialization in Student Services, such as admissions, specialized enrollment requests, financial aid, veterans' benefits (VA), management of admissions among special populations, registrar functions. Knowledge of the duties and tasks of each specialization is essential, as 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, faculty, staff, and external partners. The Associate Director also leverages emerging technologies, including artificial intelligence (AI), to enhance operational efficiency, improve the accuracy and timeliness of information, support informed decision-making, and strengthen service delivery while ensuring compliance with institutional policies and applicable regulations.

DUTIES:

• Supervise and manage Student Services Coordinators 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 their area of specialization and provides training for field staff as needed.
• Support the Director in interfacing with admissions, financial aid, degree audit, student records, Stateside Military Operations, and other departments with which the Student Services Coordinators interact worldwide

• Leverage emerging technologies, including artificial intelligence (AI), to effectively track performance metrics, improve operational efficiency, enhance the accuracy and timeliness of student services while ensuring compliance with institutional policies and regulations

• 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 assigned Student Services Coordinators to maintain performance metrics designed to maximize excellent customer service, efficiency, and data integrity
• Collaborate with other manager(s) as appropriate, to 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
• Assist Director 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 Director 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:

• Serve as academic liaison for the academic advising team providing academic updates and academic guidance
• In collaboration with the Manager of Student Financial Operations, ensure coordinator staff are cross-trained and have basic familiarity with all aspects of Student Services operations

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree from a U.S. regionally accredited institution or foreign degree equivalent
• Minimum three years of supervisory/management experience
• Demonstrated self-starter and high attention to detail
• Excellent customer service skills and commitment to student-centered service
• Strong analytical, administrative, organizational, and written and verbal communication skills

• Proficiency in leveraging technology to improve operational efficiency and service delivery, including the ability to learn and effectively utilize emerging technologies such as artificial intelligence (AI)

• Ability to work in a fast-paced and complex environment, prioritize and manage multiple tasks, lead dynamically, and manage and motivate others

PREFERRED EDUCATION AND EXPERIENCE:

• Master's degree from a regionally accredited U.S. institution or foreign degree equivalent
• Experience supervising professional staff in a higher education, military education, or student services environment

• Familiarity with the higher education academic policies and programs

• Minimum one year of experience as an academic advisor
• Demonstrated ability to collaborate across departments and build effective partnerships with internal and external stakeholders

• Experience leveraging artificial intelligence (AI) and other emerging technologies to improve operational efficiency, data accuracy, and service delivery

• Familiarity with PeopleSoft, Salesforce, 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.

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. 

Benefits Package Highlights:

• Generous Time Off: Enjoy between 15 and 22 days of paid vacation, depending on years of service and position.  Additionally, 15 days of sick leave, 3 personal days, and 11 paid Federal holidays. For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.
• Moving Allowances: May be available based on terms, conditions, and agreements of the position.

For additional information see: UMGC Benefits Overview for Overseas Regular Employees

Hiring Range:

Additional Compensation:

Employees receive the applicable currency adjustment (CAX) subject to monthly DoD COLA Index for the work location, which is subject to change and fluctuation based on market indices.