Associate Director, One Stop Frisco

Title: Associate Director, One Stop Frisco

Employee Classification: Assoc Dir Integrated Stdnt Svc

Campus: University of North Texas

Division: UNT-Enrollment Management

SubDivision-Department: UNT-Enrollment Management -Gen

Department: UNT-Integrated Student Svc Ctr-164820

Job Location: Frisco

Salary: Commensurate with experience

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Department Summary

The UNT One Stop provides holistic student support across enrollment and financial services functions within the Division of Enrollment. Our team members support students across various modalities, including in-person, telephone, and virtual services (online chat and case management). The Student Experience Representative, UNT One Stop position provides direct assistance to students, families, and customers in support of a progressive and simplified student experience. The position will guide students through processes related to admissions, enrollment, financial aid, student accounts, and financial literacy, proactively solving complex situations through direct intervention and collaboration across teams, departments, and divisions.

Position Overview

The Associate Director of UNT One Stop at Frisco is responsible for assisting the AVP and One Stop senior leadership team with the strategic planning and execution of the UNT One Stop at Frisco operations. Core duties include management, workforce planning, recruiting, coaching and training. Performance metrics include student visit efficiency, conversation rates, staffing utilization, visit data and student experience surveys. The Associate Director executes the vision for the operation ensuring the One Stop meets student and university needs. The Associate Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Minimum Qualifications

Bachelor's degree in related field and six years of closely related professional experience or equivalent combination of education and experience.

Knowledge, Skills and Abilities

Knowledge of University admissions standards, financial aid, student account pathways and enrollment, policies, and procedures or ability to quickly assimilate.
Strong written and oral communication skills and strong presentation and inter-personal counseling skills.
Ability to supervise, train and plan work of subordinates.
Ability to work independently or as a member of a team.
Skill in the use of personal computer, Microsoft Office and/or other software.
Ability to interpret federal, state and institutional student and policy.
Excellent analytical and business process development skills.
Excellent written and verbal communication skills.

Preferred Qualifications

Experience in admissions, recruitment, student services, or related experience. Strong presentation, problem solving, and critical thinking skills. Experience with PeopleSoft and/or Salesforce. Exceptional customer/student support skills. Advanced written communication skills. Advanced Microsoft Office skills.

Job Duties

• Serve as the point person for the student experience across the enrollment journey at UNT Frisco. Directs strategic and operational activities related to assigned area. Coordinates activities of program with One Stop leaders. 
• Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance. 
• Regularly track and assess Center performance metrics and strategize ways in partnership with AVP and UNT at Frisco leadership to continuously improve student outcomes and ensure that all University communities are served effectively. Serve as the point person for the UNT at Frisco Welcome Team (building). 
• Designs and oversees implementation of student outreach programming to support the UNT One Stop Center, business process success, retention, and student journey. May include call campaigns, peer to peer outreach campaigns, coordinated efforts at university events, and other activities as assigned. 
• Create proposals and prepare concepts and ideas specific to UNT Frisco that enhance Enrollment services. 
• Make recommendations to directors from enrollment home offices and student-serving units across UNT campus for any operational or strategic changes that may improve the overall student experience. 
• Serve as one of the intake team for enrollment related to student interactions. Meet and counsel students along the areas of Financial Aid, Admissions, Student Accounting, and Records/Registration. 
• Lead changes to the student experience within the scope of forward-facing technologies used to manage student transactions. 

Physical Requirements

• Communicating with others to exchange information.
• Lifting and Moving objects up to 20 pounds.

Environmental Hazards

• No adverse environmental conditions expected.

Work Schedule

Monday - Friday, 8am - 5pm, overtime as needed

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit –and takes actions to prevent – discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking), and retaliation on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or veteran status in its application, employment practices, and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities. UNT System Administration promptly investigates complaints of discrimination, harassment, and related retaliation and takes remedial action when appropriate. System Administration also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist, or participate in a related investigation or proceeding.