Associate Director, Student Services Center

Wayne State University is searching for an experiencedAssociate Director, Student Services Centerat its Detroit campus location.

Wayne State is a premier, public, urban research university located in the heart of Detroit, Michigan where students from all backgrounds are offered a rich, high-quality education. Our deep-rooted commitment to excellence, collaboration, integrity, diversity and inclusion creates exceptional educational opportunities which prepare students for success in a global society.

Position Purpose:

The Associate Director of the Student Services Center is responsible for the direct oversight to the Student Services Center team within the Office of Student Financial Aid and is responsible for administering the efficient operation and continuous improvement of centralized student services. Promote and provide an organizational framework that ensures direct quality customer service and support to students, faculty, staff, prospective students, and their families in various disciplines including but not limited to Admissions, Financial Aid, and Registration. This position plays a key role in managing staff, ensuring exceptional customer service, and collaborating with various university departments. The associate director reviews and advises the supported units on trends and ways to improve services and is the lead systems administrator for the case management/CRM system within enrollment management.

Essential Functions:

Direct and oversee staff. Recruit, hire, train, direct daily activities, discipline and develop the staff to ensure accurate and timely customer service and service delivery. Conduct regular staff meetings, training sessions, and performance evaluations to ensure high standards of service.

Training and development. Keep current on service area and technical expertise of service areas. Develop and continuously update training for full-time staff. Present and train on new concepts and information. Incorporate professional development opportunities for the team.

Collaborate with the home offices to keep up-to-date with changes to policies, procedures, and regulations to ensure quality customer service.

Lead system administrator for CRM/case management tool for users across service offices. Technical lead on phone system. Responsible for updating and maintaining templates and messaging for these systems.

Implement quality assurance measures to maintain high standards of service, accuracy, and compliance with federal, state and university policies. Monitors and evaluates the outcome of services offered in person, by telephone or through email, and recommends changes. Prepares and compiles data pertaining to services and business processes and identifies opportunities for service improvement. Conduct regular audits to assess the integrity of data and adherence to established standards. Adapts work to model best practices across the “one-stop shop” philosophy for student services.

Utilize data analytics to assess the effectiveness of One-Stop-Shop services, identify trends, and generate regular reports for university leadership. Make data-driven recommendations for continuous improvement and resource allocation.

Represent Enrollment Management and serve in a liaison capacity to internal and external customers to promote WSU and work to identify customer expectations to improve service quality. Represent the department head at various meetings.

Perform other related duties as assigned.

Minimum Qualifications:

Education: Bachelor’s degree

Experience: Specialist (minimum 5 years of job-related experience).

Requires a minimum of 5 years' experience in at least one area of enrollment student services: financial aid, records and registration, or admissions, with at least two years in a supervisory role.

Knowledge, Skills and Abilities:

Leadership Skills:Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train staff and develop subordinate’s skills. Ability to foster teamwork among staff members. Ability to set and implement a self-directed agenda. Ability to prioritize work assignments to meet deadlines.

Teamwork and Peer Relationships:Ability to work with others at all organizational levels to ensure work is completed and objectives are met. Ability to be a contributing and constructive member of a unit. Demonstrates ability to build a collaborative, team environment within assigned areas.

Customer Focus: Motivates staff to establish and maintain effective relationships with customers and gains their trust and respect. Proactively identifies customer issues and quickly and effectively resolves customer problems.

Communication Skills: Expresses oneself clearly in conversations and interactions with others. Responds effectively to sensitive inquiries or complaints promptly. Writes clearly and informatively to explain complex issues. Fosters open communication within areas of responsibility.

Problem-Solving Skills: Gathers and analyzes information skillfully to resolve problems in a timely manner. Uses reason when dealing with sensitive and confidential situations.

Planning and Organizational Skills: Prioritizes and plans work activities; adapts to changing conditions. Communicates changes and progress. Flexible in dealing with frequent changes in priorities, workflow, or unexpected events.

Analytical and Technical Skills : Strong understanding of Banner or other student information systems, with ability to interpret data and information. Experience working within a CRM solution preferred. Demonstrated ability to manage technology and automated business processes. Ability to compile and assess statistical data. Proficient in the use of the Microsoft 365 Suite of solutions specifically Outlook, Teams, OneNote, and Excel.

Preferred qualifications:

Master’s degree preferred

School/College/Division:

H92 - Student Affairs

Primary department:

H9245 - Enrollment Management CRM

Employment type:

• Regular Employee

• Job type: Full Time

• Job category: Staff/Administrative

  Funding/salary information:

• Compensation type: Annual Salary

• Annual Salary: To be determined

  Working conditions:

  Normal office environment

  Job openings:

• Number of openings: 1

• Reposted position: No

  Background check requirements:

  University policy requires certain persons who are offered employment to undergo a background check, including a criminal history check, before starting work. If you are offered employment, the university will inform you if a background check is required.

  Equal employment opportunity statement:

  Wayne State University provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. The university encourages applications from women, people of color and other underrepresented people. Wayne State is an affirmative action/equal opportunity employer.