Associate Director, One Stop

success as students navigate their journey at SF.

The Associate Director serves as an operational and functional leader for the Center in the day-to-day management and coordination of integrated enrollment services. This position supervises staff responsible for delivering enrollment services and ensures efficient, consistent, and high-quality service delivery across all channels. The Associate Director also oversees training, knowledge management, and communication functions that support service excellence, including staff development, knowledge infrastructure, and student-facing resources. In collaboration with the Director, this position translates strategic priorities into operational actions and drives continuous improvement through quality assessment, data analysis, and alignment of operations, training, and resources.

Job Description

Responsibilities and Duties Include:

• Supervises day-to-day operations of the Center, providing guidance and direction to staff responsible for delivering enrollment services and ensuring efficient service delivery and one-interaction resolution.
• Provides supervision to direct reports, including hiring, onboarding, coaching, scheduling, performance evaluation, and disciplinary action as needed; fosters a collaborative, student-centered team focused on service excellence.
• Coordinates daily workflow, lobby operations, staffing coverage, and the physical service environment (space, signage, equipment and supplies) to manage flow of traffic and support high quality service delivery.
• Monitors and evaluates daily caseloads, service demands, and operational performance metrics to ensure established service levels and performance standards are being met, resolving issues as needed.
• Analyzes service quality, operational data, training effectiveness, and service assessments to identify gaps, improve processes, and support continuous improvement efforts.
• Manages the design, development, implementation, facilitation, and evaluation of training programs that support staff development and service excellence, including tracking training completion.
• Oversees the One Stop knowledge base to ensure accurate, consistent, and up-to-date information across enrollment services processes, procedures, training materials, and internal service guides.
• Communicates operational, policy, and other critical information and coordinates implementation support and supplemental training to promote consistent service delivery and ongoing skill development.
• Maintains student information resources including web content, student portal, AI chatbot, official notifications, and self-service resources to support accurate and accessible student-facing services.
• Provides functional support for operational systems and service platforms used within the Center, identifying system needs and supporting process improvements and configuration updates.
• Handles escalated student issues requiring coordination with partner departments, problem resolution, and independent judgement within established college policies and procedures.
• Collaborates with the Director to implement strategic initiatives, evaluate Center effectiveness, and support continuous improvement efforts.
• Stays current on enrollment services knowledge and best practices in higher education and student services through ongoing professional development, which may require occasional travel to conferences or workshops.
• Assumes responsibility for Center operations and leadership functions in the Directors absence.
• Keeps a record of operating procedures and may share position specific knowledge, including use of collegewide ERP and related system processes, by providing guidance on standard operations and established departmental procedures as needed.
• Provides service to the college through participation in events, committees, and other college activities.
• Complies with all published College Rules, procedures, guidelines, and laws/regulations governing public employees, including but not limited to those related to document retention and destruction, FERPA, and confidentiality.
• Strictly honors the privacy, security, and confidentiality of records and other sensitive information according to appropriate state, federal, and college regulations, policies, and procedures.
• Provides service excellence through courteous, informed, accessible, and professional engagement.
• Performs other duties as assigned.

QUALIFICATIONS

Required: A bachelors degree in student services or related areas with two (2) years of experience in student services, admissions, enrollment, registration, financial aid, or related fields. A combination of related education and/or related experience equal to six (6) years will be considered. Additionally, prior supervisory experience is required.

Additional Requirements: A criminal background check will be conducted. Preferred: Prior experience within an integrated student services (one stop or analogous) department.

General Knowledge, Skills, and Abilities

• Ability to work successfully in a multi-cultural environment.
• Adaptability to Change – able to be flexible and supportive, able to positively and proactively assimilate change in rapid growth environment.
• Analytical Aptitude & Problem Solving - able to analyze information, problems, situations, practices and/or procedures, collect and interpret data, reason logically, establish facts, identify and define existing and potential issues, recognize the interrelationships among elements, draw valid conclusions, develop recommendations, as well as alternative courses of action, select appropriate course, follow up, and evaluate.
• Communication – able to effectively communicate in a professional, diplomatic, empathetic, and tactful manner using preferred method and level as applicable to the job.
• Critical Thinking & Judgement - able to make well-reasoned, sensible, and timely decisions based on careful, objective review and informed analysis of available information, considerations, and other factors.
• Customer Service – ability to respond promptly and courteously to all questions from students and faculty, demonstrating patience and persistence when helping students with little or no computer skills.
• Ethics – able to demonstrate integrity, professionalism, civility, and a high degree of ethics in all job-related actions.
• Leadership – has demonstrated success as an entrepreneurial, high energy, driven, hands-on leader. Possess expertise in selecting, training, developing, coaching, mentoring, and retaining a highly motivated workforce.
• Organization & Time Management – able to plan, schedule, and organize tasks related to the job to achieve goals within or ahead of established time frames.
• Problem Solving – proven skills in identifying issues, determining their cause, developing creative solutions, and following through with implementing resolutions.
• Team Orientation & Interpersonal — highly motivated team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization.
• Relationship Management – able to personally provide high level of interactive service to others, building relationships and addressing identified needs.
• Results Orientation – proven ability to set and exceed established targets.
• Systems & Software - proficient level of knowledge of Microsoft Office and/or relevant position software programs.
• Detail Oriented - Proven accuracy and attention to detail.
• Multi-task - Ability to expeditiously organize, coordinate, manage, prioritize, and perform multiple tasks simultaneously to swiftly assess a situation, determine a logical course of action, and apply the appropriate response.

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement.

Santa Fe College (SF) is committed to maintaining a work and educational environment that embraces diversity and where no member of the college community is excluded from participation in, denied the benefits of, or subject to discrimination in any college program or activity based on: their race, ethnicity, national origin, color, religion, age, disability, sex, pregnancy status, gender identity, sexual orientation, marital status, genetic information, political opinions or affiliations, or veteran status. This commitment applies to employees, volunteers, students, and, to the extent possible, to third parties, applicants for admission, applicants for employment, and the general public. sfcollege.edu/eaeo

Inquiries regarding non-discrimination policies or concerns about discrimination or harassment, including concerns about sexual harassment or sexual violence under Title IX, should be directed to: equity.officer@sfcollege.edu

Santa Fe College reserves the right to extend deadlines and/or not to offer advertised positions. Preference will be given to eligible veterans and spouses of veterans.