Description

The Texas State One Stop works with the offices of Admissions, Financial Aid and Scholarships, Student Business Services, and University Registrar to assist students and their families with navigating the admissions, financial aid, and payment processes. 

The Director, reporting to the Associate Vice President for TXST Global Operations, will manage the day-to-day One Stop operations. The position assesses the performance of direct reports via quality assurance measures, assesses overall customer service metrics, and directs operational changes to ensure the delivery of excellent service. The Director also works with home office department heads to facilitate seamless collaborations. The position will make sure their team is closely working with students to help them understand everything from the application process to paying their semester bill. The position is important to the overall Enrollment Plan in effectively facilitating students’ decisions to attend Texas State and then persist with their enrollment to graduation. Excellent communication skills and customer service are essential to this position. Also essential to this role is the ability to critically analyze processes and provide recommendations to improve them (thus, improving the student journey), as well as the ability to navigate resources, policies, and procedures across multiple on-campus departments.

Job Duties

• Manage day-to-day One Stop operations
• Develop, refine, and drive the meeting of key performance indictors 
• Regularly assess customer service and performance data to anticipate and proactively address student needs
• Work collaboratively with home office department heads to ensure One Stop operations are effectively addressing related student and parent needs
• Develop and help train direct reports to ensure their success
• Assess direct reports and provide feedback to facilitate their success and that of students
• Establish, monitor, and drive needed changes to assessment metrics (i.e., staff performance, customer satisfaction, etc.)
• Manage effectively and efficiently escalations from staff
• Establish, assess, and manage needed improvements to technology to meet the One Stop mission
• Oversee the development and maintenance of office policies and procedures
• Assess potential enrollment barriers related to business processes and provide home office department heads with input on how these barriers might be addressed
• Navigate confidential student information across multiple systems
• Perform other duties as assigned

Requirements

Requirements

• Bachelor’s degree or equivalent combination of training and experience
• Managerial experience
• Supervisory experience
• Higher education experience

Desired Skills

• Two years of managerial experience and strong managerial skills
• Two years of supervisory experience and excellent supervisory skills
• Excellent customer service skills
• Ability to easily adapt and learn quickly
• Demonstrated initiative
• Proven problem-solving and critical thinking skills
• Highly proficient written and verbal communicator 
• Exceptional interpersonal and public speaking skills 
• Proven ability to work independently and as a team 
• Strong organizational skills
• Proficient with PC, student information systems, and customer relationship management systems