Director, Triage & Student Enrollment Services

Dallas College • Chicago, IL

1d • Hybrid

About The Position

The Director of Triage & Student Enrollment Services provides strategic leadership, operational oversight, and continuous improvement for a comprehensive, student-centered triage model supporting both prospective and current students across credit and non-credit pathways. This role is responsible for designing, implementing, and scaling a high-performing triage service model that delivers efficient, accurate, and equitable access to enrollment services including admissions, financial aid, success coaching, and student success support.

Requirements

• Bachelor’s degree required.
• Five (5) or more years of progressive leadership experience in higher education, student services, or a related field.
• Experience managing multi-campus or large-scale operations preferred.
• Demonstrated experience in enrollment management, student success, or customer service operations.
• Deep knowledge of student enrollment processes, including admissions, financial aid, advising, and records.
• Strong understanding of community college systems and student success frameworks.
• Expertise in designing and managing high-volume service operations (call centers, triage models, or student service centers).
• Ability to analyze data, interpret trends, and drive strategic decisions.
• Strong leadership and team development skills with experience managing large, diverse teams.
• Exceptional communication and interpersonal skills with the ability to influence across all levels.
• Experience with student information systems (SIS), CRM tools, and queue management platforms.
• Demonstrated commitment to serving college-wide student populations.
• Ability to manage complex projects and lead cross-functional initiatives.
• Normal physical job functions performed within a standard office environment.
• Ability to work extended hours during peak enrollment periods.
• Regular and predictable attendance required.

Nice To Haves

• Master’s degree preferred.
• Bilingual or multilingual skills preferred.

Responsibilities

• Execute a college-wide triage strategy aligned with enrollment, retention, and student success goals.
• Lead the evolution of a centralized service model that simplifies the student experience.
• Establish service delivery standards for both virtual and in-person environments.
• Identify and implement innovative solutions to improve access, reduce wait times, and enhance service quality.
• Oversee daily triage operations across multiple campuses and virtual platforms.
• Ensure consistent execution of triage processes, including queue management, intake, routing, and warm handoffs.
• Monitor and optimize staffing models, scheduling, and peak period readiness.
• Partner with IT and functional departments to enhance systems (e.g., SIS, queue platforms, CRM tools).
• Lead, coach, and develop triage specialists to deliver high-quality, student-centered service.
• Establish clear performance expectations, service metrics, and accountability structures.
• Design and implement onboarding, training, and professional development programs.
• Foster a culture of collaboration, responsiveness, and continuous improvement.
• Serve as a key liaison between Admissions, Financial Aid, Success Coaching, Recruitment, and Information Central.
• Ensure alignment of triage services with institutional policies, procedures, and student success initiatives.
• Partner with internal and external stakeholders to improve service integration and student outcomes.
• Develop and monitor key performance indicators (KPIs), including: Wait time and service times, Queue volumes and utilization, Student satisfaction and resolution rates, Conversion from inquiry to enrollment.
• Utilize data to identify trends, gaps, and opportunities for improvement.
• Lead continuous improvement initiatives to enhance efficiency and student experience.
• Champion the student-first philosophy focused on removing barriers and simplifying processes.
• Ensure accurate, consistent, and timely information is provided to students.
• Promote service delivery for students.
• Oversee communication strategies that guide students from inquiry through enrollment.
• Perform other duties not listed as assigned.
• Exercises full discretion and decision-making authority in the recruitment, selection, hiring, mentoring, coaching, development & termination of staff, ensuring alignment with organizational goals, budgetary constraints, and workforce planning strategies.
• Drive high performance by administering the performance management process timely, setting clear expectations, conducting performance evaluations, and implementing initiatives that enhance employee engagement, motivation, and retention.

Benefits

• Administrator Range E05
• Salary Minimum $92,700.00 Annually
• FLSA United States of America (Exempt)
• Position Type Administrator
• Dallas College Professional Development Hours per Academic Year. All employees are required to complete a minimum of 19 hours. People leaders are required an additional 16 hours of leadership development.

What This Job Offers

• Job Type: Full-time
• Career Level: Director