Director of the One Stop

Howard University

3d•$115,000 - $120,000•Onsite

About The Position

The Director of the One Stop Student Services Center provides visionary and operational leadership for a centralized hub that integrates student-facing services, including financial aid, student accounts, registration, and records. This position is responsible for delivering a seamless, student-centered experience by reducing barriers, streamlining processes, and ensuring timely, accurate service. The Director leads a team of professional and student staff, develops service standards, leverages technology, and collaborates with cross-campus partners to support student success. This is an in-person role requiring high visibility and engagement with students, staff, and faculty.

Requirements

Master’s degree in Higher Education, Student Affairs, Business administration or a related field
At least 7 years of progressively responsible experience in enrollment services, financial aid, registrar or other related fields
Proven leadership experience including managing cross-functional teams
Demonstrated ability to streamline complex processes and lead organizational change
Excellent communication, problem-solving and interpersonal skills
Commitment to equity, inclusion and student-centered services
Availability to work on campus full time
High energy, enthusiasm, and passion for the work.
Must be a team player with the ability to successfully multitask.
This position requires excellent verbal, organizational and time management skills.
Exceptional customer service skills and the ability to demonstrate good judgment.
Capacity to learn and provide in-depth information and advice about the University and its programs.
Ability to establish and maintain effective and harmonious work relations with students, faculty, staff, University officials and the public.
Ability to communicate effectively both verbal and written thoughts, ideas and facts.
Takes initiative to handle tasks and multi-tasks while demonstrating a high level of accuracy.
Committed to providing quality assistance to a socio-economically diverse student population.
Demonstrated ability to provide innovative responsiveness to problem-solving within a team environment.
Process-oriented and able to prioritize and manage multiple tasks in a fast-paced environment.
Can exercise good judgment when faced with difficult decision.
Must be able to travel and work evenings and other times as deemed necessary for overall operations of the office.
Ability to set priorities and manage multiple high-priority tasks simultaneously.
Strong customer service skills
Ability to maintain confidentiality and attention to detail are essential.
Excellent interpersonal skills including the ability to listen and communicate in a professional and positive manner.
Ability to establish and maintain harmonious and effective work relations with students, staff, faculty, and the public.

Nice To Haves

Experience establishing or managing a One Stop Student Services model
Knowledge of federal and state regulations impacting financial aid, student accounts and academic records
Experience with service technology implementation (CRM, ticketing, chatbot or knowledge management systems)
Evidence of innovation practices in improving student experience

Responsibilities

Ensure the delivery of integrated support for financial aid, billing, registration and records
Resolve escalated and complex student issues with empathy and professionalism
Develop training and resources that empower staff to support students effectively
Implement and manage service technologies (CRM, ticketing systems, self-service tools, knowledge bases) to improve efficiency
Monitor and evaluate service delivery metrics, including student satisfaction, wait times and resolution rates
Recommend and implement process improvements that enhance the student experience
Partner with financial aid, registrar, bursar, advising and IT to align policies and processes
Ensure consistent and clear communication with students through multiple channels (web, email, print, in-person)
Collect and analyze data to measure effectiveness and identify opportunities of improvement
Prepare regular reports for senior leadership with recommendations for policy and operational changes
Assist in the daily operations of the office