Director of One Stop Student Services

JOB SUMMARY

The University of Connecticut is in search of a dynamic leader to launch and direct its new and upcoming One Stop Student Services Office! The Director of One Stop Student Services is a full-time management exempt position, within the Division of Enrollment Planning & Management reporting directly to the Vice President for Enrollment Planning and Management. In this role, the Director of the One Stop will provide strategic planning, vision, and direction for the staff, operations, and activities of the UConn One Stop in support of counseling and customer service for the integrated functions of the Offices of Undergraduate Admissions, Orientation Services, Student Financial Aid Services, Registrar and other offices outside of Enrollment. The successful incumbent will expand the vision, implement, and manage UConn’s establishment of the One Stop shared services organization in a manner that places service to students and families as the highest priority, while understanding the unique needs of increasingly diverse and traditionally underserved student populations.

DUTIES AND RESPONSIBILITIES

• Serve as a member of the Enrollment Planning and Management (EPM) leadership team which includes the Vice President for EPM, Assistant Vice President for EPM, Enrollment Analyst & Fiscal Officer, Executive Assistant to the Office of the VP EPM, University Registrar, Director of Student Financial Aid Services, Director of New Student Programs, and the Director of Undergraduate Admissions.
• Expand the vision, implement, and manage UConn’s establishment of the One Stop shared services organization in a manner that places service to students and families as the highest priority.
• Deliver exceptional, student-focused support to all UConn students that interact with One Stop Student Services while understanding the unique needs of increasingly diverse and traditionally underserved student populations and providing oversight for the day-to-day customer service operations through all available points of contact.
• Exhibit a high degree of professional judgment, training, and project management skills. Oversee and manage the resolution of issues, questions, and other University-wide projects and initiatives.
• Hire, mentor, train, and evaluate staff to serve students efficiently and effectively according to established processes, protocols, and service level agreements. Manage and supervise professional and administrative staff, ensuring adequate staff training and development. Conduct annual performance evaluations in accordance with University protocols.
• Establish and maintain relationships with Directors from student-serving units across UConn campuses and collaborate with all One Stop back-office functional units on training, communication, and coordination.
• Regularly track and assess One Stop performance metrics and strategize ways to continuously improve customer outcomes and ensure that all University communities are served effectively.
• Develop an annual operating and communications calendar for UConn One Stop designed to ensure optimal service to students throughout the calendar year.
• Maintain strong relationships with ITS to support the management of One Stop technology tools and systems. Develop system requirements and serve on the CRM implementation team.
• Collaborate with campus partners, such as University Communications, in the oversight of the One Stop website design, content, and brand, and development of other marketing materials as needed.
• Make recommendations to directors from student-serving units across UConn campuses for any operational or strategic changes that can improve the overall student experience.
• Collaborate to enhance the University’s ability to recruit and retain talented and diverse students by applying best practices in the development, implementation, and management of One Stop services.
• Collaborate with functional offices to ensure compliance is upheld with all federal, state, University, and other governing policies and regulations.
• Maintain oversight of the departmental operating budget in accordance with established funding limitations. Create proposals for new initiatives that enhance One Stop services.
• Engage with University Planning, Design & Construction and Facilities Operations on the design and maintenance of physical One Stop space in a manner that is optimized for service to students across all of UConn’s campuses.
• As a member of the EPM Leadership team, participate as needed in open house and new student orientation programs.
• Perform other duties as assigned by the Vice President for Enrollment Planning and Management including developing and coordinating outreach programs and serving on committees and task forces as an EPM representative.

MINIMUM QUALIFICATIONS

• Master’s degree.
• 5+ years of progressively responsible experience in a One-Stop student services center or closely aligned stakeholder office, or an equivalent combination of education and experience.
• Knowledge of areas of Enrollment Management, including admissions, financial aid, registration, and orientation, as well as other areas, such as student billing.
• Demonstrated evidence of successful experience working with diverse populations and collaborating across institutional areas, commitment to diversity, equity, and inclusion.
• Proven leadership and supervisory skills, visionary and operational.
• Clear and confident communicator, possessing excellent written, oral, listening, and presentation skills.
• Self-starter, highly motivated, and detail-oriented.
• Strong project management, experience leading team projects.
• Analytical and skilled with using data.
• Relationship builder with an ability to develop internal and external relationships with students, families, and staff, and provides a high level of service across the University.
• Experience with operating budget management.

PREFERRED QUALIFICATIONS

• 5+ years of experience managing a One-Stop Student Services office.
• Experience with implementation of a One Stop or similar integrated services operation.

APPOINTMENT TERMS

This is a full-time, permanent, 12-month position. The University offers a competitive salary, and outstanding benefits, including employee and dependent tuition waivers at UConn, and a highly desirable work environment. For additional information regarding benefits visit: https://hr.uconn.edu/employee-benefits-overview/. The salary range for this position is $115,000 to $135,000. Final compensation will be commensurate with the qualifications and credentials of the chosen candidate as determined by the University.