Director, Enrollment Services One Stop

Colorado State University, United States

Updated: 5 days ago

Location: Fort Collins, COLORADO

Deadline: 29 Apr 2024

Posting Details
Posting Detail Information

Working Title	Director, Enrollment Services One Stop
Position Location	Fort Collins, CO
Work Location	Position qualifies for hybrid/in-office work
Research Professional Position	No
Posting Number	202400522AP
Position Type	Admin Professional/ Research Professional
Classification Title	Management III
Number of Vacancies	1
Work Hours/Week	40
Proposed Annual Salary Range	$105,000 - $110,000
Employee Benefits	Colorado State University is not just a workplace; it’s a thriving community that’s transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, commitment to diversity, equity and inclusion , and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact. Review our detailed benefits information here. Explore the additional perks of working at CSU here . For the total value of CSU benefits in addition to wages, use our compensation calculator . Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in !
Desired Start Date	06/03/2024
Position End Date (if temporary)
To ensure full consideration, applications must be received by 11:59pm (MT) on	04/29/2024
Description of Work Unit	Founded in 1870, Colorado State University is among the nation’s leading research universities and enrolls approximately 32,000 undergraduate, graduate, and professional students. Located an hour north of the Denver metro area, Fort Collins is a vibrant community of approximately 157,000 residents that offers the convenience of a small town with all the amenities of a large city. Fort Collins is situated on the Front Range of the Rocky Mountains with views of 14,000 foot peaks, and offers access to numerous cultural, recreational, and outdoor opportunities. The Enrollment Services One Stop (ESOS) is a department operating within the Division of Enrollment & Access along with the Office of Admissions, the Office of Financial Aid and the Office of the Registrar. ESOS provides students with one location for integrated support for housing and dining services, student records, registration, financial aid, billing, payments, and tuition classification. ESOS staff are cross-trained and provide holistic, student-centered support across this broad set of enrollment services via phone, email, live chat, and in person. While the content base of information provided to students is very broad, the function of the ESOS is narrowly focused on excellent customer service.
Position Summary	The Enrollment Services OneStop Director reports to the Assistant Vice President for Enrollment & Access and is responsible for the leadership and management of the department. In alignment with the University’s commitment to student access and success, the Director models a student centered, equity minded approach to customer service for a staff of 14 full-time employees as well as student staff. The Director is an active and visible member of the community both on and off campus. This includes engaging with students, student organizations, employees and employee organizations across Colorado, the Rocky Mountain Region, and nationally to enhance the visibility and reputation of the University and the Enrollment Services One Stop. Additionally, the Director is a member of the Division of Enrollment and Access leadership team collaborating in the development and execution of the division’s strategic operations plan and the University’s strategic enrollment management plan. This position will: Facilitate continuous assessment of policies and procedures and work with appropriate governance structures to operationalize changes that lead to improvements in services to students Represent the ESOS on numerous University Committees Manage a departmental budget exceeding $1M annually. Identify functionality needs or improvements and work with appropriate departments to implement necessary changes or upgrades. Participate in the review, interpretation, and analysis of proposed policy and legislation. Assess the impacts of those policies and direct changes to operations that support the policy changes. The successful candidate for the position of Director of the Enrollment Services One Stop will have a progressive managerial background in a complex, service-oriented setting. This opportunity will appeal to an analytical, organized professional adept at using data and information to support strategic planning, policy and operations. Critical thinking, collaboration with numerous constituents, problem solving, and listening are cornerstone skills for this position. The successful candidate will thrive in an environment where one responds to multiple and changing priorities in a fast-paced work environment. Incorporating CSU’s Principles of Community into everyday work is an essential component of this position. We welcome applications from candidates whose knowledge, skills, and abilities contribute to fostering an inclusive campus community and work environment.
Required Job Qualifications	Bachelor’s degree from an accredited institution. Two years experience working in enrollment services (bursar, financial aid, registrar, housing, admissions), student services, student affairs, or a related field at a 4year, accredited institution of higher education. Five years progressive management experience with supervisory and staff development responsibilities (associate director or equivalent and above). Demonstrated success building relationships and collaborating with a variety of stakeholders (administrators, students, faculty, staff, alumni, family members and support networks, and other institutional constituents). Understanding of and ability to apply FERPA. Demonstrated commitment to furthering diversity, inclusion, equity and social justice in a higher education setting. Excellent written communication skills and strong attention to detail, as evidenced by application materials
Preferred Job Qualifications	Master’s degree from an accredited institution. Experience managing a front-line customer service unit; providing phone, email, chat and in-person services. Five or more years in customer service positions with progressive responsibilities. Sustained and current record of involvement in professional organizations – state, regional, and/or national associations, including service and leadership in such organizations. Evidence of strong and effective verbal communication skills. Experience at a large university (15,000 students or greater). Experience implementing customer service support systems such as phone, chat and/or chatbot, CRM, etc
Diversity Statement	Personal or professional commitment to diversity and inclusion as demonstrated by persistent effort, active planning, allocation of resources and/or accountability for diversity and inclusion outcomes.

Essential Duties

Job Duty Category	Operational Oversight
Duty/Responsibility	Implement the vision and manage establishment of CSU’s Enrollment Services One Stop in a manner that places service to students, families, and caregivers as the highest priority. Meet regularly with leadership team representatives from Housing & Dining Services, Accounts Receivable Operations, Office of Financial Aid, and Office of the Registrar, to stay current with departmental policies, practices and procedures and translate these requirements into excellent and accurate customer service. Maintain a robust staff training program that aligns with departmental needs, ensures staff success, maintains consistent accuracy, and produces excellent customer service. Ensure the delivery of exceptional, student-centered support to all CSU students that is rooted in equity, that understands, values and affirms the unique experiences of each student served, and is consistently done so via all points of contact. Ensure training for staff meets expectations of partner offices and process is established to guarantee updates are communicated and implemented in a timely manner. Lead department and rearrange staff resources to make sure customer service responsiveness (phones, in-person, email, and chat) is provided in a timely manner, meeting or exceeding partner department expectations
Percentage Of Time	40

Job Duty Category	Service to Others
Duty/Responsibility	Continually work to nurture an inclusive environment within the ESOS that welcomes, values and affirms all team members and the students, families and caregivers served by maintaining a robust training schedule that focuses on diversity, inclusion, equity and social justice. Continually work to ensure equity is at the core of policy, procedure and practice development and delivery. Model the way by engaging with the campus community and external partners in a manner that positions the ESOS as a leader in demonstrating the University’s Principles of Community and, in turn, underscores a commitment to student access and success. Continually work to ensure the ESOS is providing excellent service to others through accurate, consistent, and timely responses to students and their support networks. Create and implement a robust training schedule that includes subject matter experts in partner departments, to ensure the most current information is known and utilized in the ESOS. Regularly check in with stakeholders and partners to ensure that service expectations are being met; and develop solutions to address instances where they are not.
Percentage Of Time	20

Job Duty Category	Leadership & Collaboration
Duty/Responsibility	ESOS – Set officewide strategic priorities, expectations, and measures of success that further the strategic plan of the University and division. Educate ESOS staff on University wide strategic goals and help translate goals into tangible and appropriate action plans. Departments – In addition to serving as a member of the Division of Enrollment & Access leadership team, meet as needed with the leadership teams of Housing & Dining Services and Accounts Receivable Operations to ensure shared customer service is in sync with departmental policy and practice. Campus Community – Provide leadership and vision to the campus community by sharing themes of the lived experience of CSU students gleaned from the day-to-day support provided via the ESOS. Professional Organization Engagement – Participate in professional activities and organizations at the state, regional, and national level to promote positive exposure of the University and to help in the development of contemporary shared customer service. Position CSU as a state and national leader in the delivery of quality, equity-minded, shared customer service.
Percentage Of Time	15

Job Duty Category	Assessment
Duty/Responsibility	Continually assess: the ESOS’s ability to ensure every customer contact (i.e., phone, email, chat, and in person) is responded to in a timely, cordial, accurate, and complete manner. Leverage both trending and real time data to adjust support as needed to ensure all individuals who contact the ESOS are well served, the content base of information and tiers of support provided within each content area accurately align with each department’s expectations and changing requirements, how the policies within each department are impacting the lived experience of students, families, and care givers contemporary trends in practices used to inform decisions associated with improving service to students, families, and both on and off campus partners
Percentage Of Time	15

Job Duty Category	Other Duties as Assigned
Duty/Responsibility	Keep up to date on general activities in the Divisions of Enrollment and Access and Student Affairs to ensure Enrollment Services One Stop functions coordinate with and meet the needs of department/university functions and priorities. Actively engage with diversity, equity, and inclusion activities consistent with CSU’s Principles of Community. Foster a respectful, inclusive, and welcoming work environment that supports the diverse needs of students, faculty, staff, and colleagues.
Percentage Of Time	10

Application Details

Special Instructions to Applicants	Interested applicants must submit a cover letter which addresses how professional experiences align with identified required and preferred qualifications of the position, a current resume, and the names, e-mail addresses, and telephone numbers of three (3) professional references. References will not be contacted without prior notification of candidates. If you have questions, please contact [email protected]. CSU is committed to full inclusion of qualified individuals. If you are needing assistance or accommodations with the search process, please reach out to the listed search contact.
Conditions of Employment	Pre-employment Criminal Background Check (required for new hires), On-call Status - addressing inherent technology issues, disbursement challenges, etc. which may require assistance during "off-work" hours, Travel - Travel to conferences for federal updates, industry training, etc., Special Requirements/Other - Credit Check Required
Search Contact	Susan Lucero, [email protected]
EEO Statement	Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity/expression, or pregnancy in its employment, programs, services and activities, and admissions, and, in certain circumstances, marriage to a co-worker. The University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity and equal access institution and affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services. The Title IX Coordinator is the Director of the Office of Title IX Programs and Gender Equity, 123 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-1715, [email protected] . The Section 504 and ADA Coordinator is the Director of the Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836, [email protected] . The Coordinator for any other forms of misconduct prohibited by the University’s Policy on Discrimination and Harassment is the Vice President for Equity, Equal Opportunity and Title IX, 101 Student Services Building, Fort Collins, Co. 80523-0160, (970) 491-5836, [email protected] . Any person may report sex discrimination under Title IX to the Office of Civil Rights, Department of Education .
Background Check Policy Statement	Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.

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