Assistant Director of Student Services
University of Denver

The University of Denver has the distinction of being the oldest independent university in the Rocky Mountain region, giving it a tradition of 150 years of academic excellence. The University of Denver's college of professional and continuing studies, University College, is a leader in adult education, providing fully accredited and affordable educational experiences specifically designed for busy adults.

Position Summary

Reporting to the Assistant Dean of Admission & Student Services, the Assistant Director of Student Services is responsible for managing the staff and operations of the five-person Student Support Specialist team and overseeing the functional support of students in credit and non-credit programs, which comprise over 100 academic programs and enroll nearly 10,000 students. Student Support team responsibilities include, but are not limited to, inquiry callbacks, course registration, creating and upholding academic standards, financial services, graduation review, and enrollment-related reporting. This position develops and manages team training, directs the operations of a high-volume call support center, and supports best practices in cultivating a high-touch and exceptional student experience.

In addition to these responsibilities, the Assistant Director assumes a leadership role within the student support team, which includes all or some of the following: supervisory responsibilities of Student Service Specialists, leadership of significant projects/initiatives that have team-wide and/or unit-wide impact, directly overseeing graduation conferrals and commencement activities for University College students two times per year, creating, implementing, and managing business rules and workflows, and serving on the University College Student Services leadership team. The Assistant Director of Student Services will have the latitude to make necessary strategic decisions and adjustments to improve the operations of the student support center and the services provided to both credit and non-credit students.

Applicants should strive to exemplify our values: honor the individual, champion learning, transform lives, work together, and pursue excellence. The University of Denver deeply values diversity, equity, and inclusion, recognizing that its success is dependent on how well it values, engages, and includes the rich diversity of constituents. University College builds an educational community that embodies values of inclusivity and diversity. We embrace a commitment to diversity, equity, and inclusion by fostering a welcoming environment for our diverse students, staff, and faculty to learn and grow. We embed the values of diversity and inclusivity in all our programs: lifelong learning opportunities and varied curricular offerings.

Essential Functions

• Responsible for supervising and training the Student Support Specialist team.
• Establish, support, and promote best practices in creating an exceptional student experience.
• Directs credit and non-credit inquiry and current student operations, as well as DU partner inquiry operations.
• Responsible for directing financial services, course registration, scholarship awarding, and graduation reviews.
• Manage and distribute enrollment and student-related reports to organizational stakeholders.
• Responsible for the maintenance of accurate system integration through data audits, report reviews, and the removal of duplicate records.
• Responsible for ensuring a smooth and successful registration cycle and enrollment for credit and non-credit students by working closely with the Associate Director for Admission, Student Services & Systems.
• Manages Student Support Center staff, projects, and tasks to ensure goals and objectives are completed with a high level of quality, accuracy, and timeliness.
• This position interfaces regularly with the admission and advising teams to analyze business practices and evaluate needs of the department and college.
• This position is cross trained in the admission business practices and provides support during peak times.
• Work collaboratively within University College to develop and document inter-office policies and procedures.
• Must be able to carry out needs assessment, system integration and design support, and general change management support.
• Works collaboratively with all colleagues to ensure optimal service satisfaction.
• Uphold University College and University of Denver values, policy, and procedures.
• Other duties as assigned by supervisor.

Student Support Specialist Team Leadership Qualifications:

• Leadership and project management skills that include but are not limited to the following: supervising others, fostering leadership amongst the team, cultivating staff development, personal organization, negotiation skills, evaluating performance and delivering feedback, problem solving, and organizational awareness to ensure goals and objectives are completed on time.
• Provide leadership of assigned student support projects/initiatives (e.g., inquiry calls, registration, new employee training/onboarding, leveraging existing software platforms Banner, Elevate, Slate, Freshdesk, etc.).
• Access data resources and tools to monitor performance and inform University College Student Support Center tactics and strategies.
• Helps create and implement student support team business rules and workflows.

Graduation Management and Student Financial Support:

• Oversees degree and certificate credential certifications. Responsible for directing University College commencement activities two times per year; including developing and managing graduation hooding celebration budget.
• Assists Assistant Dean with scholarship awards and postings.
• Responsible for monitoring outstanding student accounts receivable and directing additional student outreach as needed.

Knowledge, Skills, and Abilities

• Leads by example by anticipating needs and pro-actively addresses them.
• Demonstrably outstanding written, oral, and interpersonal communication skills, including ability to write effective student recruitment correspondence and internal communication, and effectively present information in informal and public (including large group) settings.
• Understands adult learning styles and preferences, of graduate/continuing professional education, organizational culture of colleges and universities, and appreciation for academic policies and procedures. Ability to navigate effectively within constraints.
• Demonstrated commitment to supporting, promoting, and/or leading diversity, equity, and inclusion initiatives.
• A strong work ethic, high level of professionalism, and can effectively manage multiple tasks.
• Leverages data resources to evaluate and interpret data to inform decision making and management approaches. Identifies data gaps and proposes solutions to improve operational execution and strategies.
• Thinks analytically, creatively, and strategically about issues/challenges/solutions.
• Proactively seeks opportunities to improve performance and processes. Anticipates issues, develops appropriate and effective solutions, and executes them.
• Effectively leads projects/initiatives and collaborates easily with colleagues and stakeholders.
• Proficient using computer/technological solutions, including Microsoft Office suite, customer relationship management software, texting, Skype, Zoom, etc.

Required Qualifications

• Bachelor's degree required
• 3 years of experience working in customer service

Preferred Qualifications

• Master's degree
• 2-3 years related university experience
• 2 years leadership and supervisory experience

Work Schedule
Monday - Friday, 8:00 a.m. - 4:30 p.m.

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) on June 2, 2022.

Special Instructions
Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number:
The salary grade for the position is 9.

Salary Range:
The salary range for this position is $55,000 - $58,100.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate's sex or any other protected status.

Benefits:
The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:
1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, age (40 years and over in the employment context), religion, disability, sexual orientation, gender identity, gender expression, genetic information, marital status, veterans status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the university's educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; Title III of the Americans with Disabilities Act of 1990, as amended in 2008; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For the university's complete Non-Discrimination Statement, please see non-discrimination-statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.

Advertised: May 19, 2022
Applications close:

This job has expired.