University of Northern Colorado
Assistant Director of Operations
University of Northern Colorado, Greeley, Colorado, us, 80639
The University of Northern Colorado (UNC) Office of Admission seeks an inclusive, innovative, and enthusiastic professional colleague to join our team. A key member of the Admissions Operations Team, the Assistant Director of Operations is primarily responsible for overseeing the applicant processing experience for prospective undergraduate, non-degree seeking, Aims2UNC, Dual/Concurrent Enrollment, and Graduate students hosted in the Slate CRM Database especially through annual ongoing maintenance and improvements to application forms and workflows. The Assistant Director of Operations directly supervises the undergraduate processing manager overseeing a team of four undergraduate processing specialists who are responsible for the timely and accurate processing of all applications in accordance with university, state, and federal policies and procedures. This person will also be responsible for management, training, and leadership of 10-20 student processing assistants and a team of student tele-counselors who serve as informed outreach support through incoming and outgoing email and phone interactions.
In their role, the Assistant Director of Operations has the exciting responsibility to work collaboratively and cooperatively with internal admissions leaders (marketing and communications, recruitment, and campus visits and events) and with key campus partners (Bear Central offices, the Graduate School, Extended Campus, and Office of Global Engagement, etc.) serving as a trusted colleague and information conduit in support of the university’s commitment to students-first and strategic enrollment plans.
This position will work full-time on-campus with the opportunity for flexible work hours and occasional remote work as requested and approved by the unit supervisor.
Job Duties:
Undergraduate Processing Team Leadership (Essential 35%):
Responsible supervisor of the undergraduate processing team manager and their team responsible for timely and accurate processing of applications and documents for candidates completing applications including but not limited to undergraduate admission, non-degree seeking admission and programs such as dual and concurrent enrollment, Aims2UNC, and returning student applications.
Coordinate regular team meetings and provide leadership to organize priorities and assignments related to all aspects of application processing, document management/indexing, and query management.
Oversee the development and management of queries and audit reports to increase efficiencies, maintain data integrity, evaluate accuracy of workflows, and troubleshoot records as issues arise.
Evaluate and communicate needs related to system configuration, application workflows, logic, and rules to the Slate CRM Program Manager and Associate Director of Operations in a timely manner.
Provide leadership and advocacy for the undergraduate processing team to quickly remove barriers and address any issues impacting the ability to meet their established goals.
Maintain and develop strategies including but not limited to reader queries to prioritize autonomy, accuracy and timeliness in processing and decision making for all application types.
Management of Student Processing Assistants & Outreach Team (35%):
Responsible for scheduling and coordination of day-to-day assignments for a team of 10-15 paid student processing assistants (PAs) who respond to general admissions inquiries via inbound phone calls and the general admissions email inbox and complete short and long-term projects as needed to support the strategic enrollment plan.
Provide leadership, training and oversight to the tele-counseling (outreach) team comprised of tour ambassadors and processing assistants so they may confidently complete assigned responsibilities in alignment with office service values and expectations.
Coordinate student tele-counseling team including WhenToWork scheduling, updates to call list queries and assignments, oversight of on-site student leaders, and maintenance of procedural documentation.
Oversee the hiring, selection, and onboarding of new processing assistant team members in addition to student processing and tele-counseling coordinators to ensure a right-sized team with appropriate student leadership.
Work in partnership with the Admissions Leadership Team to coordinate call lists, scripts, training documentation, and communication across student teams to support tele-counseling efforts.
Application Form & Documentation Management (15%):
Responsible for annual and ongoing updates to application-scoped forms within Common Application and the Slate CRM ‘Bear Applications’ for undergraduate, non-degree seeking, dual/concurrent enrollment, and Aims2UNC applications as well as all information change request forms for undergraduate and non-degree populations.
Work in partnership with the CRM Program Manager to complete application form updates that align.
Develop and maintain knowledge of university policies, regulations and rules to advise students, faculty, staff, etc. about the process and procedures for evaluation of undergraduate, non-degree seeking, Aims2UNC and returning student academic records.
Provide guidance, training, and direction to processing staff to increase confidence around workflows, expected manual activities including updates to student records, adding interactions, creating application activities, etc.
Train processing staff on use and maximization of Slate functionality and lead on-going training and professional development of staff.
Streamline processes, document workflows, and find opportunities for operational efficiencies within and between departments across the undergraduate and non-degree admission lifecycle.
Serve as a key policy, process and technology knowledge resource for admissions professional and student staff seeking to better understand internal process and workflows.
Create and maintain slate user guides, internal training documents and portions of the operations manual outlining procedural workflows and system documentation in accordance with office, university, and state policies.
Provide leadership to gather, organize and submit annual updates to ensure accuracy for policy and procedures outlined in the course catalog’s undergraduate and non-degree seeking admissions policy.
Administrative and Other Duties (15%):
Work as part of the operations leadership team to provide vision, leadership, and support for improving the student application and enrollment experience.
Propose, lead and participate in other strategic information system projects as directed by the Associate Director of Operations.
Opportunity for occasional recruitment travel and on-campus daily visit and event support.
Work in partnership with members of the leadership team to maintain accuracy and improve content, organization and layout on various platforms including the admissions website, student portals, and Slate.org.
Communicate and assist as needed with efforts to update and improve outbound communications content and audience selection parameters.
Consider and communicate ideas and opportunities that support the university’s strategic enrollment management plan.
Assist with completion of projects and new initiatives as approved by the Associate Director of Operations.
Stay informed of college admission trends and attend relevant professional development conferences.
Continually seek opportunities to grow and advance knowledge of Slate tools and best practices.
Minimum Qualifications:
Education:
Bachelor's degree from a regionally accredited institution.
Experience:
Required Qualifications:
Strong communication and customer service skills are essential to work with a diverse group of contacts.
Preferred Qualifications:
Two (2) years of experience working with relational database systems and higher education CRM software, preferably Slate Technolutions; knowledge of Ellucian Banner Database, Parchment, Common Application, Naviance/PowerSchool, Scoir and related document services.
One (1) year experience in college admissions/enrollment management including but not limited to previous work as an admissions counselor/recruiter, application reader, application processing, and admissions operations or cycle management.
Demonstrated abilities and understanding of best practices in form design, user experience, field mapping, logical reasoning, data validation, and instructional messaging.
The successful candidate will have excellent verbal, written, and interpersonal skills.
Ability to think critically and creatively; desire to continuously problem-solve and demonstrated use of organizational, analytical, and detail-oriented skills.
Experience supporting or providing technical and customer service training to audiences with varying levels of technical understanding.
Demonstrated commitment to service excellence, inclusion, equity and diversity.
Ability to work with confidential constituent information in a discreet and confidential manner as well as adherence to established guidelines, policies, and procedures.
Experience supervising professional and student staff; preference will be given to candidates with experience leading student teams.
Certification/Registration/Licensing:
Must have a valid driver's license or the ability to obtain a driver's license by the employment start date.
Ability:
Ability to track multiple projects, set priorities, test solutions, meet deadlines and problem-solve in a calm and timely manner under pressure with frequently changing priorities.
Attention to detail.
Able to work largely independently, but when needed, collaboratively work with a wide range of stakeholders.
Strong understanding of principles and values associated with superior customer service.
Basic understanding of CRM systems, relational databases, and process workflows.
Benefits:Benefits available include health, dental, vision, life and long-term disability insurance, as well as a selection of several defined contribution retirement plans for all full-time positions. Employees at UNC receive sick leave, and other leave options may be available based on position. Full-time employees are eligible to receive tuition waiver benefits, as well as dependents and spouses of UNC Employees who are employed at 0.5 FTE or above are eligible for undergraduate dependent tuition grants of up to 50%. These tuition grants will cover in-state tuition charges. Further requirements may exist. Other benefits may be available based on position.
About UNCThe University of Northern Colorado is a public doctoral/research institution located in Greeley, Colorado. UNC’s commitment to education began in 1889 and continues to be a transformational force for our students. According to CollegeNet’s Social Mobility Index, UNC ranked #1 in social mobility (2022). UNC is also committed to providing our faculty and staff with the support they need to succeed as professionals, educators, and in life. Please visit UNC’s Career Hub, to learn more about UNC’s strategic plan, school programs, and employee benefits. Go Bears!
Commitment to Diversity, Equity, Inclusion, and BelongingThe University of Northern Colorado believes diversity, equity, inclusion, and belonging is the pathway to achieving an inclusive community and fostering a campus culture where everyone can thrive. UNC supports the growth of individuals who care about race, gender, sexual orientation, gender identity/expression, lifestyle, age, educational background, national origin, religion, or physical ability – to honor the intersectionality of our campus. Please visit UNC’s Career Hub to learn more about UNC’s commitment to diversity, equity, inclusion, and belonging.
AAEO EmployerThe University of Northern Colorado is an Affirmative Action/Equal Opportunity employer that is committed to a culturally diverse staff, faculty, and student body.
The University will not engage in unlawful discrimination in employment or educational services against any person because of race, color, religion, gender, age, national origin, disability, or veteran status. Veteran status and people with disabilities are encouraged to apply. It is the University’s policy to prohibit discrimination in employment or educational services on the basis of sexual orientation or political affiliation. The University will likewise take affirmative action to ensure that student applicants and enrolled students are treated during the enrollment at the University without regard to race, religion, gender, age, national origin, disability or veteran status. Such affirmative action shall include, but not be limited to the following: employment, upgrading, demotion or transfer, recruitment or recruitment advertising; layoff, retirement, or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship. Furthermore, the University will post in conspicuous places, notice setting forth the provisions of this University’s Equal Opportunity Policy.
Federal regulations require that the University of Northern Colorado retain all documents submitted by applicants. Materials will not be returned or copied for applicants.
Background CheckSatisfactory completion of a background check, educational check, and authorization to work in the United States is required after a conditional offer of employment has been made. The successful candidate must submit original transcripts within one (1) month of hire.
This position is contingent on funding from the Colorado State Legislature, approval by the Board of Trustees, and subject to the policies and regulations of the University of Northern Colorado.
Clery ActIn compliance with the Clery Act, the most recent University of Northern Colorado Annual Campus Security and Fire Safety Report is available online. A paper copy can be requested at the UNC Police Department. This report contains crime statistics and policy statements related to safety, conduct processes and Title IX investigations.
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In their role, the Assistant Director of Operations has the exciting responsibility to work collaboratively and cooperatively with internal admissions leaders (marketing and communications, recruitment, and campus visits and events) and with key campus partners (Bear Central offices, the Graduate School, Extended Campus, and Office of Global Engagement, etc.) serving as a trusted colleague and information conduit in support of the university’s commitment to students-first and strategic enrollment plans.
This position will work full-time on-campus with the opportunity for flexible work hours and occasional remote work as requested and approved by the unit supervisor.
Job Duties:
Undergraduate Processing Team Leadership (Essential 35%):
Responsible supervisor of the undergraduate processing team manager and their team responsible for timely and accurate processing of applications and documents for candidates completing applications including but not limited to undergraduate admission, non-degree seeking admission and programs such as dual and concurrent enrollment, Aims2UNC, and returning student applications.
Coordinate regular team meetings and provide leadership to organize priorities and assignments related to all aspects of application processing, document management/indexing, and query management.
Oversee the development and management of queries and audit reports to increase efficiencies, maintain data integrity, evaluate accuracy of workflows, and troubleshoot records as issues arise.
Evaluate and communicate needs related to system configuration, application workflows, logic, and rules to the Slate CRM Program Manager and Associate Director of Operations in a timely manner.
Provide leadership and advocacy for the undergraduate processing team to quickly remove barriers and address any issues impacting the ability to meet their established goals.
Maintain and develop strategies including but not limited to reader queries to prioritize autonomy, accuracy and timeliness in processing and decision making for all application types.
Management of Student Processing Assistants & Outreach Team (35%):
Responsible for scheduling and coordination of day-to-day assignments for a team of 10-15 paid student processing assistants (PAs) who respond to general admissions inquiries via inbound phone calls and the general admissions email inbox and complete short and long-term projects as needed to support the strategic enrollment plan.
Provide leadership, training and oversight to the tele-counseling (outreach) team comprised of tour ambassadors and processing assistants so they may confidently complete assigned responsibilities in alignment with office service values and expectations.
Coordinate student tele-counseling team including WhenToWork scheduling, updates to call list queries and assignments, oversight of on-site student leaders, and maintenance of procedural documentation.
Oversee the hiring, selection, and onboarding of new processing assistant team members in addition to student processing and tele-counseling coordinators to ensure a right-sized team with appropriate student leadership.
Work in partnership with the Admissions Leadership Team to coordinate call lists, scripts, training documentation, and communication across student teams to support tele-counseling efforts.
Application Form & Documentation Management (15%):
Responsible for annual and ongoing updates to application-scoped forms within Common Application and the Slate CRM ‘Bear Applications’ for undergraduate, non-degree seeking, dual/concurrent enrollment, and Aims2UNC applications as well as all information change request forms for undergraduate and non-degree populations.
Work in partnership with the CRM Program Manager to complete application form updates that align.
Develop and maintain knowledge of university policies, regulations and rules to advise students, faculty, staff, etc. about the process and procedures for evaluation of undergraduate, non-degree seeking, Aims2UNC and returning student academic records.
Provide guidance, training, and direction to processing staff to increase confidence around workflows, expected manual activities including updates to student records, adding interactions, creating application activities, etc.
Train processing staff on use and maximization of Slate functionality and lead on-going training and professional development of staff.
Streamline processes, document workflows, and find opportunities for operational efficiencies within and between departments across the undergraduate and non-degree admission lifecycle.
Serve as a key policy, process and technology knowledge resource for admissions professional and student staff seeking to better understand internal process and workflows.
Create and maintain slate user guides, internal training documents and portions of the operations manual outlining procedural workflows and system documentation in accordance with office, university, and state policies.
Provide leadership to gather, organize and submit annual updates to ensure accuracy for policy and procedures outlined in the course catalog’s undergraduate and non-degree seeking admissions policy.
Administrative and Other Duties (15%):
Work as part of the operations leadership team to provide vision, leadership, and support for improving the student application and enrollment experience.
Propose, lead and participate in other strategic information system projects as directed by the Associate Director of Operations.
Opportunity for occasional recruitment travel and on-campus daily visit and event support.
Work in partnership with members of the leadership team to maintain accuracy and improve content, organization and layout on various platforms including the admissions website, student portals, and Slate.org.
Communicate and assist as needed with efforts to update and improve outbound communications content and audience selection parameters.
Consider and communicate ideas and opportunities that support the university’s strategic enrollment management plan.
Assist with completion of projects and new initiatives as approved by the Associate Director of Operations.
Stay informed of college admission trends and attend relevant professional development conferences.
Continually seek opportunities to grow and advance knowledge of Slate tools and best practices.
Minimum Qualifications:
Education:
Bachelor's degree from a regionally accredited institution.
Experience:
Required Qualifications:
Strong communication and customer service skills are essential to work with a diverse group of contacts.
Preferred Qualifications:
Two (2) years of experience working with relational database systems and higher education CRM software, preferably Slate Technolutions; knowledge of Ellucian Banner Database, Parchment, Common Application, Naviance/PowerSchool, Scoir and related document services.
One (1) year experience in college admissions/enrollment management including but not limited to previous work as an admissions counselor/recruiter, application reader, application processing, and admissions operations or cycle management.
Demonstrated abilities and understanding of best practices in form design, user experience, field mapping, logical reasoning, data validation, and instructional messaging.
The successful candidate will have excellent verbal, written, and interpersonal skills.
Ability to think critically and creatively; desire to continuously problem-solve and demonstrated use of organizational, analytical, and detail-oriented skills.
Experience supporting or providing technical and customer service training to audiences with varying levels of technical understanding.
Demonstrated commitment to service excellence, inclusion, equity and diversity.
Ability to work with confidential constituent information in a discreet and confidential manner as well as adherence to established guidelines, policies, and procedures.
Experience supervising professional and student staff; preference will be given to candidates with experience leading student teams.
Certification/Registration/Licensing:
Must have a valid driver's license or the ability to obtain a driver's license by the employment start date.
Ability:
Ability to track multiple projects, set priorities, test solutions, meet deadlines and problem-solve in a calm and timely manner under pressure with frequently changing priorities.
Attention to detail.
Able to work largely independently, but when needed, collaboratively work with a wide range of stakeholders.
Strong understanding of principles and values associated with superior customer service.
Basic understanding of CRM systems, relational databases, and process workflows.
Benefits:Benefits available include health, dental, vision, life and long-term disability insurance, as well as a selection of several defined contribution retirement plans for all full-time positions. Employees at UNC receive sick leave, and other leave options may be available based on position. Full-time employees are eligible to receive tuition waiver benefits, as well as dependents and spouses of UNC Employees who are employed at 0.5 FTE or above are eligible for undergraduate dependent tuition grants of up to 50%. These tuition grants will cover in-state tuition charges. Further requirements may exist. Other benefits may be available based on position.
About UNCThe University of Northern Colorado is a public doctoral/research institution located in Greeley, Colorado. UNC’s commitment to education began in 1889 and continues to be a transformational force for our students. According to CollegeNet’s Social Mobility Index, UNC ranked #1 in social mobility (2022). UNC is also committed to providing our faculty and staff with the support they need to succeed as professionals, educators, and in life. Please visit UNC’s Career Hub, to learn more about UNC’s strategic plan, school programs, and employee benefits. Go Bears!
Commitment to Diversity, Equity, Inclusion, and BelongingThe University of Northern Colorado believes diversity, equity, inclusion, and belonging is the pathway to achieving an inclusive community and fostering a campus culture where everyone can thrive. UNC supports the growth of individuals who care about race, gender, sexual orientation, gender identity/expression, lifestyle, age, educational background, national origin, religion, or physical ability – to honor the intersectionality of our campus. Please visit UNC’s Career Hub to learn more about UNC’s commitment to diversity, equity, inclusion, and belonging.
AAEO EmployerThe University of Northern Colorado is an Affirmative Action/Equal Opportunity employer that is committed to a culturally diverse staff, faculty, and student body.
The University will not engage in unlawful discrimination in employment or educational services against any person because of race, color, religion, gender, age, national origin, disability, or veteran status. Veteran status and people with disabilities are encouraged to apply. It is the University’s policy to prohibit discrimination in employment or educational services on the basis of sexual orientation or political affiliation. The University will likewise take affirmative action to ensure that student applicants and enrolled students are treated during the enrollment at the University without regard to race, religion, gender, age, national origin, disability or veteran status. Such affirmative action shall include, but not be limited to the following: employment, upgrading, demotion or transfer, recruitment or recruitment advertising; layoff, retirement, or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship. Furthermore, the University will post in conspicuous places, notice setting forth the provisions of this University’s Equal Opportunity Policy.
Federal regulations require that the University of Northern Colorado retain all documents submitted by applicants. Materials will not be returned or copied for applicants.
Background CheckSatisfactory completion of a background check, educational check, and authorization to work in the United States is required after a conditional offer of employment has been made. The successful candidate must submit original transcripts within one (1) month of hire.
This position is contingent on funding from the Colorado State Legislature, approval by the Board of Trustees, and subject to the policies and regulations of the University of Northern Colorado.
Clery ActIn compliance with the Clery Act, the most recent University of Northern Colorado Annual Campus Security and Fire Safety Report is available online. A paper copy can be requested at the UNC Police Department. This report contains crime statistics and policy statements related to safety, conduct processes and Title IX investigations.
#J-18808-Ljbffr