Supervisor, Enrollment Services Operations

Pasadena Area Community College District•Pasadena, CA

12d•Onsite

About The Position

Under the direction of the Dean of Enrollment Services, the Supervisor, Student Enrollment Services Operations is responsible for the daily operations and service delivery of the Student Services Offices. This position ensures efficient and student-centered processes in enrollment, admissions, retention, and related services across all college locations including dual enrollment. The Supervisor serves as a liaison between students, staff, and faculty, and supports the Dean in managing personnel, technology systems, compliance, customer service, and continuous improvement initiatives. The role includes supervision of staff, coordination of office functions, implementation of enrollment-related policies and procedures, project management, and data monitoring. The Supervisor also provides direct support to students, creates reports, identifies bottlenecks, and recommends improvement, ensures service across multiple modalities and platforms, and monitors customer service goals.

Requirements

A bachelor’s degree in Education, Business Administration, Information Technology or a closely related field from an accredited college or university.
Three (3) years of progressively responsible experience providing technical and instructional support and services to college-age and/or adult students
One (1) year in a lead capacity in a college learning center/lab.
Proficiency with student information systems and enrollment platforms.
Familiarity with federal and state compliance requirements related to student records.
Background in leading teams, coaching staff, and evaluating performance.
Strong grasp of communication techniques and customer engagement practices.
Understanding of institutional procedures, policies, and academic scheduling.
Experience tracking budgets and supporting operational efficiency.
Competence in managing projects using structured methodologies and tools.
Capability to detect inefficiencies and drive continuous process improvement.
Expertise in delivering student services through multiple channels and formats.
Talent for energizing and guiding diverse teams under pressure.
Aptitude for evaluating and refining administrative workflows.
Effectiveness in engaging with a wide range of campus stakeholders.
Capacity to interpret complex rules and translate them into actionable procedures.
Fluency in leveraging digital tools to improve service outcomes.
Commitment to discretion and ethical handling of sensitive student data.
Skill in coordinating all phases of a project lifecycle.
Ability to produce data-driven insights for strategic planning.
Focus on removing barriers to student success through operational enhancements.
Dedication to maintaining service quality across in-person and virtual environments.

Responsibilities

Leads and manages enrollment-related projects, ensuring timely completion and alignment with institutional goals.
Coordinates daily front-line operations, ensuring timely and accurate service delivery.
Monitors and maintains student records systems and enrollment databases.
Assists in the development and implementation of enrollment policies and procedures.
Supports the Dean in managing budgets, staffing plans, and operational goals.
Serves as a resource for students and staff regarding enrollment processes and problem resolution.
Coordinates communication and outreach related to enrollment deadlines, procedures, and updates.
Develops methods to market student services to faculty, staff, administrators, board members, current students, and prospective students to assist in increasing enrollment, retention, persistence, and completion of educational objectives.
Creates and coordinates communication plans for the student’s journey to increase timely milestone completion.
Utilizes data analysis to identify enrollment trends and equity gaps, persistence rates, and completion metrics, with a focus on addressing and closing equity gaps.
Ensures compliance with Family Educational Rights and Privacy Act (FERPA) and other federal, state, and institutional regulations.
Participates in campus committees and initiatives related to student success and enrollment management.
Collaborates with the Information Technology and Institutional Effectiveness departments to ensure data integrity and reporting accuracy.
Provides direct support to students by addressing inquiries, resolving issues, and guiding them through enrollment processes.
Creates and analyzes reports to monitor enrollment trends, service efficiency, and student satisfaction.
Provides training towards the improvement of department services.
Identifies bottlenecks in enrollment workflows and recommend opportunities for improving the student experience.
Ensures students are effectively served across multiple modalities and platforms, including in-person, online, and hybrid environments.
Monitors and ensures achievement of customer service goals across Student Services Offices.
Directly manages all aspects of employee lifecycle including recruitment, transfers, suspensions, layoffs, recalls, promotions, terminations, task assignments, performance evaluations, rewards, disciplinary actions, and grievance resolution, ensuring adherence to company policies and legal requirements.
Performs related duties as assigned.