Passport Office Supervisor

Position Class: 89660 Position Overview Position Summary: Winston-Salem State University (WSSU) is seeking a dedicated and detail-oriented Passport Supervisor to lead the daily operations of the WSSU Passport Office, an officially designated U.S. Department of State Passport Acceptance Facility. This position plays a critical role in ensuring exceptional customer service, regulatory compliance, and operational efficiency while serving students, faculty, staff, and the broader community. The Passport Supervisor oversees staff, manages workflows, ensures audit-readiness, and represents the University in all official matters related to passport acceptance. This is an excellent opportunity for a mission-driven leader who thrives in a fast-paced environment and values accuracy, service excellence, and compliance. Key Responsibilities Supervision & Training Supervise and evaluate Passport Office staff, work-study students, and temporary employees. Provide onboarding and continuous training on passport procedures, data security, and customer service. Serve as the on-site Passport Program Manager as designated by the U.S. Department of State. Ensure accurate workflow management, cash handling, reconciliation, and quality control. Support employee development and promote a positive, service-oriented team culture. Lead operational readiness for all federal audits, inspections, and compliance reviews. Assist with campus outreach and community passport initiatives that promote WSSU services. The Passport Office Supervisor serves as a working supervisor, providing daily operational leadership while actively performing passport application intake and customer service functions. Open and close the Passport Office daily in accordance with security and cash control procedures. Prepare daily registers, receipt books, money orders, and transaction supplies. Verify daily applicant documentation for completeness, accuracy, and federal compliance. Perform daily review of error logs, rejected applications, and rework corrections. Manage walk-in queues, appointment flow, wait times, and customer traffic control. Address real-time customer concerns and service recovery issues. Ensure daily workstation setup, equipment calibration, and supply availability. Operational Management Manage daily operations, schedules, workflow assignments, and performance expectations. Ensure full compliance with U.S. Department of State regulations, WSSU policies, and HR procedures. Maintain secure control over sensitive documents, fees, and application materials. Implement and update standard operating procedures (SOPs) to ensure accuracy and accountability. Oversee supply orders, inventory, and equipment maintenance. Customer Service & Community Engagement Ensure a welcoming, professional experience for all customers. Resolve escalated customer concerns and complex service issues. Collaborate with University Communications to promote passport services. Build partnerships with internal departments and community organizations to expand outreach. Process Passport applications, taking photos, running register, reconciliation of reports, data collection, and customer service. In addition, making daily deposits, making sure passports are mailed daily as well as other duties assigned. Oversee and administer all aspects of the University’s Passport Program, including coordinating annual on-campus passport certification classes, managing the required yearly Facility Site Visit, establishing clear operational expectations, and making strategic recommendations that enhance service delivery and generate sustainable program revenue. Explain passport application processes and procedures; accurately convey federal passport requirements with specific citations to guidelines, policies, and procedures; develop internal passport office policies and standardized work processes; and create professional presentations using a variety of media formats to communicate passport information to individuals and groups effectively. Personally process passport applications during high-volume service periods. Compliance & Reporting Maintain logs, transaction reports, and official records as required by federal guidelines. Conduct periodic internal audits to ensure compliance with passport acceptance standards. Coordinate with WSSU Finance and HR for fee reconciliation and reporting. Uphold strict privacy, security, and document integrity standards. Administrative Support Prepare reports for university leadership and the U.S. Department of State. Develop staffing plans, operational schedules, and process improvements. Assist with HR-related administrative tasks such as ID card processing or auxiliary services. Minimum Qualifications Associate’s degree or Bachelor’s degree or three to six years of experience in office administration One to two years of supervisory experience or lead experience in a customer service, operations, or administrative setting. Preferred Qualifications Speaking fluency in both Spanish and English is highly preferred. Associate’s degree or Bachelor’s degree Position Information Position Number: 301231 Working Position Title: Passport Office Supervisor Building and Room No.: Anderson Modular Unit Appointment Type: Permanent Full-Time Normal Work Schedule: 8am-5pm Mon-Fri and 10am-2pm on 2 Saturdays each month Department Required Skills Associate’s degree or Bachelor’s degree or three to six years of experience in office administration and one to two years of supervisory experience or lead experience in a customer service, operations, or administrative setting. Strong organizational, communication, and leadership skills. Experience handling confidential information and financial transactions. Ability to interpret and apply federal regulations and university policies. Proficiency in Microsoft Office (Word, Excel, Outlook) and point-of-sale systems. Preferred Years Experience, Skills, Training, Education Bilingual: fluent in both English and Spanish Bachelor’s degree in Business Administration, Public Administration, or related field. Experience in higher education, government, or public service work environments. Prior U.S. Department of State Passport Acceptance Agent certification. Familiarity with Banner, PeopleAdmin, or other university administrative systems. Demonstrated commitment to customer service excellence and community engagement. Required License or Certification Valid US Driver's License: Yes Posting Details Salary: Salary commensurate with education and experience. Open Date: 12/09/2025 Open Until Filled: Yes