"Student Affairs Operations Manager"

Job Details

Description: Job Description Summary: The Student Affairs Operations Manager oversees the implementation and management of key student services at the Oakland campus, ensuring efficient operations and alignment with institutional standards. Core responsibilities include supervising front desk and phone support, testing center operations, student compliance, basic needs services, and student communications.

Additionally, the role provides administrative support to the Dean of Students Office, Disability Resource Center, and Veterans Resource Center, assisting with key operations such as student outreach, records management, accounting procedures, and procurement. The Student Affairs Operations Manager serves as a liaison to external call center partners and collaborates with internal SMU departments to address student inquiries. The position represents the campus in meetings, supports institutional research efforts, and assesses service effectiveness through data analysis.

Duties and Responsibilities:

• Facilitates and manages the implementation of the following student services functions of the Oakland campus, ensuring efficient service delivery and adherence to institutional standards:
  • Front desk and operations, primarily serving the student population, ensuring that SMU Central is fully staffed during operating hours.
  • Phone customer service for calls routed to SMU Central staff.
  • Testing Center operations.
  • Student compliance with university admissions policies.
  • Student employment eligibility verification, in collaboration with the Office of People and Culture.
  • Student outreach efforts for various campus projects, university initiatives and departmental responsibilities.
  • Basic needs services, such as the food pantry and housing resources.
  • Management of the SMU Central web application.
• Manages the following human resources functions of SMU Central:
  • Hiring, management and evaluation of staff.
  • Assigns roles and responsibilities for direct reports.
  • Conducts regular check-ins with direct reports to share updates and provide learning opportunities by reviewing challenging cases and changes to policies.
  • Ensures that team members meet service-level agreements.
• Provides administrative support to the Dean of Students Office, the Disability Resource Center and the Veterans Resource Center and assists with:
  • Student communications and in-person interactions for these offices.
  • Updating student records utilizing the university student information system and other similar software/databases.
  • Performing necessary accounting procedures.
  • Monitor utilization of budgets.
  • Procurement and purchasing.
  • Organizing, setup and teardown of on campus events.
• Establishes, oversees and evaluates operational and office procedures and policy formulation to improve efficiency and outcomes.
• Serves as liaison to external call center partners to ensure alignment with service standards and operational goals. Develops and implements strategies in partnership with call center vendors and other SMU departments to enhance phone support experience.
• Maintains close communications with other departments housed in the SMU Central suite for purposes of facilitating timely responses to student inquiries and concerns about administrative procedures, such as enrollment, registration, compliance, financial aid, billing and payments.
• Represents the campus in appropriate meetings and events.
• Works with SMU Institutional Research to ensure institutional survey data sets are completed.
• Evaluates the effectiveness of SMU Central and related operations based on regularly collected quantitative and qualitative data.
• Other duties as assigned or required by the division, the university, etc.

Skills and Abilities:

• Extensive computer experience and demonstrated ability to utilize complex database systems (such as a university student information system), website design tools, video conferencing hardware/software, and the use of Microsoft Office 365 programs (Word, Excel, PowerPoint, Teams, Access, etc).
• Candidates must possess a baseline level of competencies for Student Affairs educators, as outlined by ACPA/NASPA:
  • Personal and Ethical Foundations
  • Values, Philosophy, and History
  • Assessment, Evaluation, and Research
  • Law, Policy, and Governance
  • Organizational and Human Resource
  • Leadership
  • Social Justice and Inclusion
  • Student Learning and Development
  • Technology
  • Advising and Supporting
• Able to analyze complex data sets and devise action plans for correcting and improving services.
• Ability to handle privileged information and exercise good judgment.
• Ability to complete work in a timely manner with attention to detail.
• Ability to organize and prioritize workload for self and assigned staff.
• Superior communication skills required.
• Able to compose clearly written documents.
• Ability to collaborate to achieve goals and project outcomes.

Education and Experience:

• Baccalaureate degree required; master’s preferred in areas related to scope of work.
• Five or more years of experience in human resources, student affairs/services, operations management, administration, higher education or a closely related field.
• Substantive leadership and management experience preferably in a health care setting or institution of higher education.

Requirements:

• This is primarily an in-person role based in Oakland, CA. Occasional remote work may be permitted during slower academic periods or when operational needs allow.
• Must be able to bend, lift, and move both upper and lower body. Requires the ability to lift up to 10 pounds and perform activities such as carrying, pushing, pulling, climbing, kneeling, and stooping.

Employee Status: Regular

Exemption Status: United States of America (Exempt)

Time Type: Full time

Pay Range: $88,000 to $95,000 annually