Senior Director, UNT One Stop

University of North Texas System•Denton, TX

3d•Hybrid

About The Position

The Senior Director, UNT One Stop provides senior operational leadership for UNT's integrated enrollment and financial service model, delivering comprehensive support across admissions, financial aid and scholarships, student accounts, registration and academic records, financial wellness and support, and related enrollment services. The position leads coordinated service delivery across the UNT One Stop Contact Center, in-person service locations at the Eagle Student Services Center, Frisco and Discovery Park, and virtual and digital service channels. Reporting to the Associate Vice President for Student Accounting & Integrated Student Services, the Senior Director translates strategy into coordinated operations and provides senior leadership across all UNT One Stop functions. The position leads directors and managers responsible for One Stop operations and student experience, Contact Center operations, strategy, training, quality assurance, systems and service enhancements. The Senior Director establishes expectations for operational effectiveness, workforce planning, staff development, service quality, performance and consistent delivery across teams, locations and channels. The Senior Director maintains strong partnerships with Admissions, Financial Aid & Scholarships, Student Accounting, Registrar and other university areas to strengthen integrated services, maintain effective service expectations and escalation pathways, resolve barriers affecting students, and support enrollment, persistence and completion. The position represents UNT One Stop on university initiatives and may represent the Associate Vice President on matters related to integrated student services, student experience, One Stop operations, donor relations, budgetary matters, and associated business processes and technology.

Requirements

Bachelor's degree in related field and seven years of closely related professional experience; or any equivalent combination of education, training, and experience.
Knowledge of effective leadership, management and organizational practices and the ability to establish and maintain a high-performing workforce.
Ability to lead, develop, assign and evaluate the work of directors, managers and professional staff.
Extensive knowledge of university policies, procedures and practices related to enrollment and student services, or the ability to rapidly assimilate.
Knowledge of applicable state and federal requirements affecting enrollment and student service functions, or the ability to rapidly assimilate.
Extensive knowledge of Texas rules and regulations related to one or more functional areas supported by the UNT One Stop or Division of Enrollment (or ability to rapidly assimilate).
Ability to plan, conceptualize and make sound business and operational decisions.
Ability to exercise considerable independent and professional judgment in matters of significance.
Strong strategic planning, operational leadership, problem-solving and critical-thinking skills.
Strong project, change-management and continuous-improvement skills.
Ability to use service, operational and student data to assess performance and inform decisions.
Ability to communicate effectively with populations verbally and in writing.
Ability to develop and maintain effective working relationships across functional and organizational boundaries.
Knowledge of CRM, contact center, case management, queue management and related student service technologies, or the ability to rapidly assimilate.

Nice To Haves

Experience leading and/or implementing integrated student services, enrollment services, or similar complex student service models, with knowledge of emerging trends and best practices in higher education enrollment management, financial services, and student success.
Strong leadership skills with demonstrated ability to lead high-performing teams and managers across multiple service functions, locations, or delivery channels; excellent communication and interpersonal skills with a focus on student service; and the ability to work collaboratively with internal stakeholders, campus partners, and external customers.
Extensive knowledge of Texas rules, regulations, policies, and practices related to one or more functional areas supported by the UNT One Stop or Division of Enrollment, including admissions, financial aid & scholarships, registration and academic records, student accounting, and veterans educational benefits, is preferred.
Experience using technology, data, and analytics to manage service delivery, assess performance, identify service enhancement opportunities, and support effective decision-making is also preferred.

Responsibilities

Provides senior operational leadership across UNT One Stop, ensuring the coordinated delivery of comprehensive enrollment and financial services and student support, including admissions, financial aid & scholarships, registration & academic records, student accounts, and financial literacy & money management.
Leads the alignment of operations across multiple UNT One Stop teams, locations, and service channels to provide a consistent, student-centered experience throughout the enrollment journey.
Provides leadership for the delivery of services through in-person, phone, virtual, digital, and other integrated service models.
Leads and develops directors, managers, and other UNT One Stop leaders and staff; establishes organizational and operational priorities, workforce and staffing strategies, performance expectations, and resource needs.
Promotes accountability, collaboration, employee development, and consistent service across teams, locations, and service channels.
Partners with the Associate Vice President to forge partnerships and solutions that create pathways for solutions to be shared from the UNT One Stop to colleges and other administrative units.
Maintains strong partnerships and service expectations with Admissions, Financial Aid & Scholarships, Student Accounting, Registrar, and other home offices.
Works collaboratively with functional leaders to ensure UNT One Stop staff have the knowledge, processes, escalation pathways, and support necessary to provide accurate, consistent, and effective service.
Establishes and monitors service level agreements for services provided by the UNT One Stop, leveraging data, trend analysis, and service-platform data (CRM, service queue, and phone system) to design innovative approaches to managing peak and non-peak services and support.
Provides leadership for UNT One Stop strategy, training, quality assurance, technology, service performance, and continuous improvement.
Leads the development and implementation of strategies and programs that strengthen staff knowledge, service quality, operational effectiveness, and the student experience.
Leverages operational and relevant home office data, service trends, student feedback, and other performance measures to identify opportunities, establish priorities, evaluate outcomes, and guide improvements across One Stop services and delivery channels.
Provides leadership for multi-modal outreach campaigns operated through the UNT One Stop.
Leads tactical efforts for student intervention and support programs that proactively identify and address barriers affecting enrollment, persistence, and student success.
Partners with data teams and data owners, home offices and campus partners, all colleges, and other institutional teams to identify students who may benefit from additional support, and leads efforts to bring those services to them in ways that balance both student success and enrollment yield.
Collaborates with campus partners in designing coordinated outreach and service strategies that connect students with appropriate enrollment, financial, academic, emergency, and other university resources.