Assign workloads, monitor performance, set coverage schedules, and ensure consistent service standards across all operational channels.

Build a high-functioning unit that can flexibly support multiple SEBUs and centralized functions with speed, accuracy, and clarity.

Oversee switchboard operations, ensuring accurate routing, documentation, consistent scripting, and high-quality constituent experience.

Maintain and update the enterprise phone tree, ensuring alignment with unit changes, emergency protocols, and institutional priorities.

Support centralized communication flows by ensuring outbound lists, routing, titles, and records are accurate and compliant.

Mailroom & Fulfillment Services

• Oversee mailroom operations, including inbound/outbound mail, package handling, scanning, distribution, storage, and workflow routing.
• Ensure timely processing of physical documents (transcripts, checks, donor gifts, enrollment forms, audits, state/federal correspondence, etc.).
• Create documented standards for turnaround times, chain of custody, and communication with SEBUs and the Enterprise.

Backend Data Processing & Communication Controls

• Supervise all backend data entry tasks, ensuring accuracy of constituency group in the records.
• Oversee updates to constituent records in Salesforce.
• Ensure data timeliness, accuracy, and alignment with institutional best practices and compliance requirements.
• Conduct regular audits and exception reports to identify and correct record discrepancies.
• Oversee the transcript evaluation process for all incoming learners, ensuring timely and accurate assessment of transfer, military, experiential, and nontraditional credits.
• Conduct regular quality checks and audits of evaluations to ensure compliance with accreditation and institutional credit policies.
• Manage the University’s print shop operations, ensuring efficient in-house production of print materials and seamless coordination with external print vendors to support SEBU and centralized unit needs.
• Ensure evaluations are entered accurately into systems for student and staff visibility. Develop and refine processes to improve evaluation timelines, automation opportunities, and service consistency across SEBUs.
• Own the training, governance, and secure usage of Account Engagement recipient lists in Stratus.
• Ensure that all outbound communications use accurate segments and comply with institutional policy, FERPA, and relevant regulations.
• Conduct quarterly audits on list accuracy, suppression logic, and quality standards.
• Create standardized list rules and documentation for SEBUs and the Enterprise units.
• Maintain and enhance the Enterprise Records Catalog, including descriptions of services, workflows, and dependencies.
• Ensure that expectations are met, exceptions documented, and bottlenecks proactively communicated.

Cross-Functional Collaboration & Service Support

• Serve as a backend support partner to SEBUs and the Enterprise
• Ensure timely processing of requests such as:
  • Prospect & Inquiry uploads
  • Contact detail corrections
  • Enrollment verifications
  • Transcript fulfillment routing
  • Constituencies correspondence lists
  • Large scale data clean ups
  • Compliance-mandated updates
• Work closely across all functional areas to improve data pipelines, error handling, and process automation.

Process Optimization, Documentation & Efficiency

• Develop, document, and refine business processes governing:
  • Data entry
  • Transcript evaluations
  • Communications flows
  • Mailroom and switchboard operations
  • Address management
  • Document workflows
  • Compliance-driven recordkeeping
• Identify opportunities for automation and improved integration across systems.
• Ensure all processes are documented, current, and optimized for scale.
• Conduct scheduled audits of record updates, address changes, list usage, and data flows.
• Maintain compliance with FERPA, communication regulations, donor record policies, and institutional confidentiality protocols.
• Serve as a key contributor for accreditation, reporting, institutional evaluations, and compliance documentation.

Build a culture of accuracy, transparency, responsiveness, and cross-unit support.

UNITY ENVIRONMENTAL UNIVERSITY INSTITUTIONAL RESP ONSIBLITIES:

• Stay open to counterintuitive ideas and direct feedback. Unity employees are expected to think creatively and remain open to approaches that challenge initial instincts or traditional methods. Taking direction, seeking clarity, and executing with precision are critical to moving innovative work forward.
• Work confidently with AI, digital tools, and emerging systems. As a technology-enabled institution, Unity expects all employees to adopt a growth mindset around digital tools. This includes using AI systems to enhance productivity and decision-making, as well as learning new platforms and processes with curiosity and accountability.
• Deliver results in a fast-paced, evolving environment. Agility, resilience, and follow-through are essential. Employees must remain focused on outcomes even as priorities shift, iterating quickly and adjusting to change without losing momentum.
• Communicate with clarity and consistency. Strong written and verbal communication, including the ability and willingness to engage professionally by phone, video, and digital channels is essential. Employees must document decisions, convey key information clearly, and support alignment across teams.
• Model integrity and professionalism in all aspects of work. Every employee is responsible for upholding high ethical standards, demonstrating sound judgment, and maintaining an ownership mindset when it comes to their role and results.
• Own the accuracy of your work. While Unity equips employees with advanced systems and AI-enhanced tools, the responsibility for quality, precision, and correctness rests with the individual. Attention to detail and proactive error-checking are non-negotiable.
• Demonstrate a commitment to sustainability in all aspects of work. This includes responsible stewardship of resources, strategic decision-making, and ensuring long-term institutional impact.
• At Unity, we encourage input, feedback, and collaboration from all employees, your perspective matters. However, once a decision has been made, employees are expected to act as an extension of their supervisor’s bandwidth, carrying out directives with clarity, consistency, and precision. We do not operate in independent silos; instead, we emphasize cross-functional collaboration and shared accountability.
• Perform other duties as assigned.

Qualifications

REQUIRED QUALIFICATIONS

To be successful in this position you must be able to execute each of the position specific responsibilities while meeting the position expectations.

Additionally, the position specific education, skills and competencies listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodations may be made upon approval by the supervisor and Human Resources, to enable individuals with disabilities to perform the essential functions.

POSITION SPECIFIC EDUCATION, SKILLS AND COMPENTCIES:

Required:

• Bachelor’s degree or higher.
• 5+ years in data-driven service operations, ideally in enrollment, client management, or a similar field, with 3+ years in a supervisory or management role over diverse teams.
• Proficiency in complex administrative data systems, data management, quality assurance, and standard office software (Outlook, Word, Excel, etc.).
• Strong organizational, management, and project planning skills; attention to detail; ability to maintain accurate files and records.
• Experience managing budgets, as well as developing and implementing operating policies and procedures.
• Ability to thrive in a continually changing environment, proactively determine best practices, and drive change.
• Competence in interpreting complex data with sensitivity to issues of recruitment and retention for a diverse audience.
• Strong communication skills, discretion, and commitment to confidentiality.
• Personal dedication to the environmental mission and values of the institution.
• Willingness to work flexible hours to support an outbound center with extended operating hours.
• Ability to operate effectively within a matrix structure, maintaining professionalism and collaborative relationships.

WORK SCHEDULE / AVAILABILITY REQUIREMENTS

Work hours are specific to the requirements of this position and can include days, evenings, and weekends. Working extended hours required as needed. Must be flexible and cooperative in fulfilling responsibilities and meeting the Institution’s needs. Although Unity Environmental University employees are generally scheduled to work at their specifically assigned locations, there are times when travel is necessary and employees are required from time to time to attend events, meetings or work temporary assignment at any Unity Environmental University location.

PHYSICAL DEMANDS

While performing the duties of this job, it is regularly required to sit and talk or hear. The employee is occasionally required to stand or walk. The employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The use of either hand for repetitive movements such as grasping, grasping and turning, and fine manipulation is required as is the ability to use the telephone for internal and external communications.

ENVIRONMENTAL CONDITIONS

Work is performed mostly in an office setting. The noise level in the work environment is normally moderate. Exposure to changes of temperature or humidity 1-33% of the time.

POSITIONS AT UNITY ENVIRONMENTAL UNIVERSITY ARE DEPENDENT ON THEIR VIABILITY AND AN ESTABLISHED VIABILITY MATRIX. THE VIABILITY MATRIX FOR THIS POSITION IS:

• The Institution reaches $150M annual operating budget with a net positive revenue margin between 20-30%
• Unity Environmental University realizes the Enterprise Model by becoming and remaining a matrix organization with multiple independent Sustainable Education Business Units (SEBUs).
• The Institution continues to operate under the Enterprise Model with at least two credit-bearing SEBUs, requiring centralized and insourced coordination of communications, records, fulfillment, and data services.
• Enterprise Records maintains a minimum 95% accuracy rate for all data entry, updates, imports, list pulls, address changes, and constituent record modifications as validated through routine audits.
• Enterprise records maintains 24-hour turnaround for accurate mass email recipient lists, segmented communications, and distribution lists.
• Enterprise records maintains a 24-hour turnaround for standard in-house print jobs (letters, mailings, forms, packets).
• The switchboard is covered with all callers reaching a team member during core business hours.
• Enthusiastic support and willingness to work within the Enterprise Model

Assign workloads, monitor performance, set coverage schedules, and ensure consistent service standards across all operational channels.

Build a high-functioning unit that can flexibly support multiple SEBUs and centralized functions with speed, accuracy, and clarity.

Oversee switchboard operations, ensuring accurate routing, documentation, consistent scripting, and high-quality constituent experience.

Maintain and update the enterprise phone tree, ensuring alignment with unit changes, emergency protocols, and institutional priorities.

Support centralized communication flows by ensuring outbound lists, routing, titles, and records are accurate and compliant.

Mailroom & Fulfillment Services

• Oversee mailroom operations, including inbound/outbound mail, package handling, scanning, distribution, storage, and workflow routing.
• Ensure timely processing of physical documents (transcripts, checks, donor gifts, enrollment forms, audits, state/federal correspondence, etc.).
• Create documented standards for turnaround times, chain of custody, and communication with SEBUs and the Enterprise.

Backend Data Processing & Communication Controls

• Supervise all backend data entry tasks, ensuring accuracy of constituency group in the records.
• Oversee updates to constituent records in Salesforce.
• Ensure data timeliness, accuracy, and alignment with institutional best practices and compliance requirements.
• Conduct regular audits and exception reports to identify and correct record discrepancies.
• Oversee the transcript evaluation process for all incoming learners, ensuring timely and accurate assessment of transfer, military, experiential, and nontraditional credits.
• Conduct regular quality checks and audits of evaluations to ensure compliance with accreditation and institutional credit policies.
• Manage the University’s print shop operations, ensuring efficient in-house production of print materials and seamless coordination with external print vendors to support SEBU and centralized unit needs.
• Ensure evaluations are entered accurately into systems for student and staff visibility. Develop and refine processes to improve evaluation timelines, automation opportunities, and service consistency across SEBUs.
• Own the training, governance, and secure usage of Account Engagement recipient lists in Stratus.
• Ensure that all outbound communications use accurate segments and comply with institutional policy, FERPA, and relevant regulations.
• Conduct quarterly audits on list accuracy, suppression logic, and quality standards.
• Create standardized list rules and documentation for SEBUs and the Enterprise units.
• Maintain and enhance the Enterprise Records Catalog, including descriptions of services, workflows, and dependencies.
• Ensure that expectations are met, exceptions documented, and bottlenecks proactively communicated.

Cross-Functional Collaboration & Service Support

• Serve as a backend support partner to SEBUs and the Enterprise
• Ensure timely processing of requests such as:
  • Prospect & Inquiry uploads
  • Contact detail corrections
  • Enrollment verifications
  • Transcript fulfillment routing
  • Constituencies correspondence lists
  • Large scale data clean ups
  • Compliance-mandated updates
• Work closely across all functional areas to improve data pipelines, error handling, and process automation.

Process Optimization, Documentation & Efficiency

• Develop, document, and refine business processes governing:
  • Data entry
  • Transcript evaluations
  • Communications flows
  • Mailroom and switchboard operations
  • Address management
  • Document workflows
  • Compliance-driven recordkeeping
• Identify opportunities for automation and improved integration across systems.
• Ensure all processes are documented, current, and optimized for scale.
• Conduct scheduled audits of record updates, address changes, list usage, and data flows.
• Maintain compliance with FERPA, communication regulations, donor record policies, and institutional confidentiality protocols.
• Serve as a key contributor for accreditation, reporting, institutional evaluations, and compliance documentation.

Build a culture of accuracy, transparency, responsiveness, and cross-unit support.

UNITY ENVIRONMENTAL UNIVERSITY INSTITUTIONAL RESP ONSIBLITIES:

• Stay open to counterintuitive ideas and direct feedback. Unity employees are expected to think creatively and remain open to approaches that challenge initial instincts or traditional methods. Taking direction, seeking clarity, and executing with precision are critical to moving innovative work forward.
• Work confidently with AI, digital tools, and emerging systems. As a technology-enabled institution, Unity expects all employees to adopt a growth mindset around digital tools. This includes using AI systems to enhance productivity and decision-making, as well as learning new platforms and processes with curiosity and accountability.
• Deliver results in a fast-paced, evolving environment. Agility, resilience, and follow-through are essential. Employees must remain focused on outcomes even as priorities shift, iterating quickly and adjusting to change without losing momentum.
• Communicate with clarity and consistency. Strong written and verbal communication, including the ability and willingness to engage professionally by phone, video, and digital channels is essential. Employees must document decisions, convey key information clearly, and support alignment across teams.
• Model integrity and professionalism in all aspects of work. Every employee is responsible for upholding high ethical standards, demonstrating sound judgment, and maintaining an ownership mindset when it comes to their role and results.
• Own the accuracy of your work. While Unity equips employees with advanced systems and AI-enhanced tools, the responsibility for quality, precision, and correctness rests with the individual. Attention to detail and proactive error-checking are non-negotiable.
• Demonstrate a commitment to sustainability in all aspects of work. This includes responsible stewardship of resources, strategic decision-making, and ensuring long-term institutional impact.
• At Unity, we encourage input, feedback, and collaboration from all employees, your perspective matters. However, once a decision has been made, employees are expected to act as an extension of their supervisor’s bandwidth, carrying out directives with clarity, consistency, and precision. We do not operate in independent silos; instead, we emphasize cross-functional collaboration and shared accountability.
• Perform other duties as assigned.

Qualifications

REQUIRED QUALIFICATIONS

To be successful in this position you must be able to execute each of the position specific responsibilities while meeting the position expectations.

Additionally, the position specific education, skills and competencies listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodations may be made upon approval by the supervisor and Human Resources, to enable individuals with disabilities to perform the essential functions.

POSITION SPECIFIC EDUCATION, SKILLS AND COMPENTCIES:

Required:

• Bachelor’s degree or higher.
• 5+ years in data-driven service operations, ideally in enrollment, client management, or a similar field, with 3+ years in a supervisory or management role over diverse teams.
• Proficiency in complex administrative data systems, data management, quality assurance, and standard office software (Outlook, Word, Excel, etc.).
• Strong organizational, management, and project planning skills; attention to detail; ability to maintain accurate files and records.
• Experience managing budgets, as well as developing and implementing operating policies and procedures.
• Ability to thrive in a continually changing environment, proactively determine best practices, and drive change.
• Competence in interpreting complex data with sensitivity to issues of recruitment and retention for a diverse audience.
• Strong communication skills, discretion, and commitment to confidentiality.
• Personal dedication to the environmental mission and values of the institution.
• Willingness to work flexible hours to support an outbound center with extended operating hours.
• Ability to operate effectively within a matrix structure, maintaining professionalism and collaborative relationships.

WORK SCHEDULE / AVAILABILITY REQUIREMENTS

Work hours are specific to the requirements of this position and can include days, evenings, and weekends. Working extended hours required as needed. Must be flexible and cooperative in fulfilling responsibilities and meeting the Institution’s needs. Although Unity Environmental University employees are generally scheduled to work at their specifically assigned locations, there are times when travel is necessary and employees are required from time to time to attend events, meetings or work temporary assignment at any Unity Environmental University location.

PHYSICAL DEMANDS

While performing the duties of this job, it is regularly required to sit and talk or hear. The employee is occasionally required to stand or walk. The employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The use of either hand for repetitive movements such as grasping, grasping and turning, and fine manipulation is required as is the ability to use the telephone for internal and external communications.

ENVIRONMENTAL CONDITIONS

Work is performed mostly in an office setting. The noise level in the work environment is normally moderate. Exposure to changes of temperature or humidity 1-33% of the time.

POSITIONS AT UNITY ENVIRONMENTAL UNIVERSITY ARE DEPENDENT ON THEIR VIABILITY AND AN ESTABLISHED VIABILITY MATRIX. THE VIABILITY MATRIX FOR THIS POSITION IS:

• The Institution reaches $150M annual operating budget with a net positive revenue margin between 20-30%
• Unity Environmental University realizes the Enterprise Model by becoming and remaining a matrix organization with multiple independent Sustainable Education Business Units (SEBUs).
• The Institution continues to operate under the Enterprise Model with at least two credit-bearing SEBUs, requiring centralized and insourced coordination of communications, records, fulfillment, and data services.
• Enterprise Records maintains a minimum 95% accuracy rate for all data entry, updates, imports, list pulls, address changes, and constituent record modifications as validated through routine audits.
• Enterprise records maintains 24-hour turnaround for accurate mass email recipient lists, segmented communications, and distribution lists.
• Enterprise records maintains a 24-hour turnaround for standard in-house print jobs (letters, mailings, forms, packets).
• The switchboard is covered with all callers reaching a team member during core business hours.
• Enthusiastic support and willingness to work within the Enterprise Model