Associate Directof of Bison One Stop

Howard University

6d•$80,000 - $95,000•Onsite

About The Position

The Associate Director of the One Stop Student Services Center supports the leadership and daily operations of a centralized, student-centered hub for financial aid, student accounts, registration, and records. Working closely with the Director, the Associate Director helps integrate these services to reduce barriers, streamline processes, and deliver timely, accurate service. The role oversees One Stop professional and student staff, develops and implements service policies and protocols, supports staff training, and uses technology and data to improve efficiency and student satisfaction. As a senior operational leader, the Associate Director is responsible for day-to-day oversight, staff supervision, service delivery, and continuous improvement of the Bison One Stop. The position manages staff delivering Tier 1 and Tier 2 enrollment services, establishes service standards, supports cross-unit alignment, and helps ensure accurate and coordinated operations. The role works with campus partners, students, staff, and faculty to foster service excellence and continuous improvement. This is an in-person position requiring a visible presence in the Center, full-time on-campus availability, and the ability to work evenings and other times as operationally necessary. The position oversees nine student service specialists and reports to the Director of the One Stop.

Requirements

Bachelor’s degree required.
Three to five years of experience in higher education services or related administrative functions.
At least two years of supervisory or team leadership experience, ideally overseeing professional staff.
Understanding of student information systems, registration, financial aid, and student accounts.
Strong organizational, problem-solving, and project-management skills.
Excellent communication, problem-solving, interpersonal, and customer-service skills.
Ability to motivate, coach, and develop professional and student staff while fostering accountability and service excellence.
Ability to work across departments and with diverse stakeholders to achieve shared goals and resolve complex issues.
Strong judgment, empathy, patience, and problem-solving ability in student service situations.
Ability to manage workflows, set priorities, and handle multiple high-priority tasks in a fast-paced environment.
Ability to maintain confidentiality and attention to detail.
Ability to establish and maintain effective, harmonious work relations with students, faculty, staff, University officials, and the public.
Ability to use data, metrics, technology, student information systems, and CRM platforms to evaluate processes and improve service delivery.
Understanding of higher education regulations and policies related to financial aid, registration, student accounts, and records.
Availability to work full time on campus in person.
Ability to travel and work evenings and other times as deemed necessary for office operations.

Nice To Haves

Master’s degree preferred.
Demonstrated ability to work in a fast-paced, student-focused environment.
Experience with service technology implementation, such as CRM, ticketing, chatbot, or knowledge management systems.
Evidence of innovation practices in improving the student experience.

Responsibilities

Manage the daily operations of the One Stop Student Services Center across financial aid, student accounts, registration, and records.
Supervise professional staff, including hiring, training, coaching, and performance evaluation; oversee student staff and nine student service specialists.
Implement and monitor service protocols, quality standards, and performance metrics to support timely and accurate resolution of student inquiries and transactions.
Work with the Director and campus partners to streamline processes, resolve complex issues, and improve the student experience.
Use technology, data, and analytics to identify efficiencies, improve workflows, and recommend system and process improvements.
Maintain a visible presence in the Center and engage directly with students so their concerns and feedback inform service improvements.
Assist in developing and implementing policies and procedures aligned with university, state, and federal regulations.
Ensure clear and consistent student communications through web, email, print, and in-person channels.
Assist with the daily operations of the office.
Travel and work evenings or other times as needed for office operations.