Director of Red Hawk Central
- Employer
- Montclair State University
- Location
- Montclair, New Jersey, United States
- Salary
- Competitive Salary
- Date posted
- Nov 13, 2024
View more categoriesView less categories
- Position Type
- Administrative, Student Affairs, Enrollment Management, Student Activities & Services, Executive, Vice Presidents
- Employment Level
- Mid-Level
- Employment Type
- Full Time
Job Details
IMPORTANT APPLICATION INSTRUCTIONS:
- Upload Resume or Curriculum Vitae for automatic population of information to the application.
- The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.
- Review information and double-check all fields containing information that the system parsed – the software is intelligent, but you need to verify that the data is accurate.
- In the “My Experience” section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.
Job Description
SUMMARY :
Reporting to the Vice President for Enrollment Management, and as part of the Enrollment Management leadership team, the Director of Red Hawk Central oversees a unit composed of One-Stop and Call Center operations serving both the Montclair and Bloomfield campuses. Red Hawk Central delivers front-facing support for registrar, financial aid, student accounts and other ancillary services. Red Hawk Central plays an integral role within the Enrollment Management division in that it supports all aspects of the various student life cycles including high school students, undergraduate, graduates and non-degree students. The Director ensures Red Hawk Central’s student services meet the needs of the campus community.
PRINCIPAL DUTIES AND RESPONSIBILITIES :
- Develop a comprehensive, multi-modality 1-Stop student service
model which delivers front-facing support for registrar, financial
aid, student accounts and other ancillary services.
- Supervise a team of managers, professional and support staff,
and student workers. Recruit, hire, train, develop and evaluate
staff.
- Liaise and monitor the efficacy of services provided by an
external Call Center vendor.
- Monitor customer service and satisfaction feedback and service
analytics for the unit.
- Monitor social media content and communication for the
unit.
- Work closely with the Deputy Vice President for Enrollment
Management to coordinate and support retention initiatives for the
division.
- Work collaboratively with the offices of Institutional
Research, Information Technology and the Director of Enrollment
Management Data and Technology to collect, categorize and review
pertinent data related to student satisfaction, inquiry resolution
and enrollment management/retention
- Serve as ambassador for the department representing the best
interests of the unit and Montclair and clearly expressing ideas
and concepts in regards to projects and tasks.
- Serve as the fiscal agent for an annual budget of $2
million.
- Perform other duties as assigned.
- Management retains the right to add or change job duties at any
time.
REQUIRED :
- Master’s degree from an accredited college or university.
- Minimum of five years professional experience in a one-stop
student service center, call center, or similar high-touch customer
service environment.
- Managerial experience.
- Prior experience with a Student Information System.
- Strong verbal and written communication skills.
- Dynamic leader skilled at fostering collaboration across all
campus constituents.
- Experience managing budgets and allocating resources
effectively.
- Experience working in a public university, preferably a school
with a similar profile as Montclair State University.
- Experience with Slate, Banner, Ellucian and/or Workday Student
or other Student Information System.
- Experience with Degree Works, TouchNet, Navigate, Engage or
other Student Advisement tools.
- Ability to demonstrate integrity and maintain the highest
levels of diplomacy and confidentiality.
- Proficient in Spanish.
Applicants should include a resume and cover letter describing how their background, skills and education match the needs of the University. When applying, please take a moment to carefully read and follow the steps in the application instructions.
Department
Enrollment Management
Position Type
Administrative
Contact Information:
For questions or concerns, please contact Human Resources' Workday Recruiting Support at 973-655-5000 (Option 2), or email talent @montclair.edu .
EEO/AA Statement
Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.
Additional information can be found on the website at
www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/
Title IX and 34 C.F.R. 106 Policy
Montclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities. The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit: https://www.montclair.edu/human-resources/job-seekers/
Company
Montclair State University defines what it means to be a university with a public purpose — one that not only creates transformational opportunities for students, but also partners with communities to make a difference in the lives of others.
Montclair invites students to imagine the world they want to live in and empowers them to develop the skills and knowledge to create it. As a solutions engine, we ask: How can we harness the power of 21,000 students and 1,800 professors to be a force for good in the world?
This distinctive approach continues to attract students, propelling Montclair to become New Jersey’s second largest institution of higher learning, and one of its most diverse. Under President Jonathan Koppell, the University enrolled the largest entering class in the University’s history two years in a row.
Founded in 1908, Montclair has grown big enough to offer more than 300 programs across 13 colleges and schools at all degree levels – and yet, with a student-to-faculty ratio of 17 to 1, is still small enough for students to receive personalized attention from professors and staff who truly care. Students have numerous opportunities to conduct research with professors who are respected leaders in their fields.
More than 50% of Montclair’s students identify as underrepresented minorities. It is New Jersey’s largest Hispanic-Serving Institution, serving more Latinx students than any other university in the state.
Montclair’s highly diverse students thrive in the University’s supportive, welcoming environment. Their graduation rates outperform state and national benchmarks and predictions with U.S. News & World Report ranking Montclair as seventh among national universities in graduation rate performance in 2022. It is consistently recognized as one of the most inclusive and best value universities and ranked No. 21 in the country in social mobility.
Many of Montclair’s students are working and raising families, and the University offers flexible programs that give them the opportunity to learn in ways that work best for them, on campus or online, in real time or asynchronously.
Faculty include winners of a MacArthur fellowship, Fulbright grants and Emmy awards, and NSF, NEH and NIH grants, among many other distinctions. These highly respected researchers, scholars and creators are dedicated to student success, and they are always innovating to meet the needs of learners and of the state. Montclair has launched dozens of new degree and certificate programs, and offers more combined bachelor’s and master’s degree programs than any other university in New Jersey – empowering students to enter the workforce faster, with stronger skills and for less cost.
Montclair’s mission is to elevate its students and partners, and in so doing, help make the world a better place.
At Montclair State, our employees are among our most valuable assets.
When you work at Montclair State, you join a talented, diverse and inclusive community of employees who work together to support the educational mission of the University.
You are part of a leading institution of higher education in New Jersey. Our 11 colleges and schools serve 21,000 students on a beautiful 252-acrea, vibrant suburban campus just 12 miles from New York City.
Dedicated to providing employees with opportunities for professional achievement and development, we take pride in a dynamic workplace environment that respects all employees and encourages excellence.
As a Montclair State University employee, you enjoy access to:
- Comprehensive health, dental and retirement benefits to discounted membership to the campus recreation center and tuition reimbursement
- Policies, programs and services that support our commitment to affirmative action, equal opportunity employment, multicultural diversity and inclusion
- A dynamic, sophisticated and diverse environment
- Website
- http://www.montclair.edu/
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