Associate Director of Enrollment Systems & Customer Service
Job Summary
This position is responsible for managing the provision of customer services for the Enrollment Services Office. It also occupies a uniquely cross functional vantage point within Enrollment Services, allowing the incumbent to see how processes across Admissions, Financial Aid, the Registrar, and Orientation intersect. Through its leadership of frontline service operations, the role identifies misaligned communications or inconsistent action steps in the student onboarding experience and serves as an advisor to these departments, helping to resolve barriers and improve the overall enrollment journey.
A complete application must include: 1. Cover letter 2. Resume 3. List of three professional references: please include full name, job title, organization, phone number and email address, a brief description of relationship with reference. Include current and/or past employer.
Review of applications will begin on 2026-07-01. The position will remain open until filled.
Minimum Salary: $49,700
Responsibilities
Provides strategic leadership and operational oversight for customer service - 40%
- Supervises, trains, schedules, and evaluates customer service personnel to ensure effective coverage of the Welcome Center and Tier 2 service operations.
- Leads onboarding and ongoing professional development for customer service staff, including the delivery of annual training and performance evaluations.
- Oversees daily service delivery and directs responses to enrollment-related inquiries, escalating and resolving complex admissions, financial aid, and registration issues as appropriate.
- Serves as primary point of contact for escalated customer service concerns received via email, telephone, or in-person interactions, exercising judgment and discretion in resolution.
- Collaborates with students, parents, alumni, faculty, staff, and prospective students to resolve enrollment challenges and provide accurate, timely information.
- Advises students on institutional policies, processes, and regulations related to admissions, financial aid, and the registrar, and assists with completion of required documentation.
- Manages Call Center partnership, including review of weekly call reports and monthly invoices, development of training materials, and routine auditing of calls to ensure service quality and compliance.
- Implements service improvement strategies based on data trends, call audits, and customer feedback to enhance the overall enrollment experience.
- Organizes professional development opportunities focusing on customer service for all Enrollment Services staff.
Systems Administration & Operational Leadership - 40%
- Manages the daily operations, configuration, optimization, and performance of Enrollment Management systems, including Banner (Ellucian), Slate CRM, and related system integrations for end users and stakeholders.
- Ensures Enrollment Management technology platforms effectively support recruitment strategies, communication workflows, reporting needs, and data-driven decision-making aligned with strategic enrollment objectives.
- Serves as a functional systems administrator and subject-matter resource for Banner and Slate, supporting customer service related needs surrounding admissions, financial aid, registrar, and enrollment services operations.
- Partners with Directors and Slate users across campus to develop, maintain, and refine data-informed processes, reports, and external communication strategies that support enrollment outcomes.
- Oversees system workflows for applicant and student record management, including document receipt verification, data accuracy auditing, and updates to student records to ensure compliance with institutional policies and regulatory requirements.
- Plans, develops, manages, and maintains content and data accuracy for Enrollment Services web pages, ensuring alignment with enrollment communications, branding standards, and user experience best practices.
- Analyzes system performance, usage trends, and process efficiency to recommend enhancements that improve operational effectiveness and service delivery.
- Provides functional guidance, troubleshooting, and process documentation related to Enrollment Management systems to ensure consistent, accurate use across teams.
- Collaborates with institutional partners, including IT and Institutional Research, to support system enhancements, reporting needs, and the effective use of enrollment data.
Performs a variety of related duties - 20%
- Prepares and delivers Enrollment Services presentations to college classes, community groups, and campus partners to increase awareness of admissions, financial aid, and enrollment processes.
- Participates in institutional recruitment and yield events, including Preview Day, Accepted Student Day, Freshman Scholarship Day, New Student Orientation, and related outreach activities.
- Serves as an Enrollment Services subject-matter resource during campus and external events, providing accurate guidance on admissions requirements, financial aid processes, and enrollment timelines.
- Collaborates with Admissions, Financial Aid, Academic Affairs, and Student Services to support coordinated outreach and enrollment initiatives.
- Assists with the planning, coordination, and execution of recruitment and outreach events to ensure a positive and consistent customer experience.
- Engages prospective students and families through individual consultations and small-group interactions to support enrollment decision-making.
- Provides feedback from outreach activities to Enrollment leadership to inform process improvements, communications strategies, and recruitment planning.
- Supports special projects and initiatives related to enrollment growth, access, and student success as assigned.
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