Director Operations, Advising

Position Summary

The Director of Operations, Advising, provides leadership and oversees the performance of the Student Advising department. Oversees the daily operations of the academic and financial advising teams. Ensures the University is in compliance with all applicable federal/state statutes and regulations while ensuring top customer service and supporting the successful completion of student’s programs. Reports organizational and outcomes updates directly to senior leaders. In addition, oversees headcount and departmental budget, provides organizational health assessment to the senior leadership team, and leads strategic initiatives to successful outcomes in the department.

Essential Functions:

• Develop and implement effective and innovative plans to achieve strategic vision.
• Maintain compliance with external regulations and internal policies.
• Assess and report progress as it relates to departmental objectives.
• Conduct performance reviews, individualized development plans, and performance management improvement plans.
• Provide coaching and oversee the professional development of Associate Directors.
• Ensure Associate Directors are effectively leading day to day operational outcomes.
• Serve as a mentor and guide to each team member.
• Develop and implement short and long-term strategies to retain students.
• Ensure that team retention targets are achieved, relating to the University’s strategic goals and metrics.
• Provide leadership to the process of effectively operationalizing departmental processes.
• Prepare and maintain departmental metrics and related reports.
• Analyze and implement strategic initiatives to address areas of concern within the department.
• Implement and monitor changes in policy and procedure to ensure compliance with all regulatory and accreditation requirements and changes.
• Collaborate with the Quality Assurance team, and other interdepartmental leaders, to ensure institutional compliance.
• Participate in committees and task forces designed to improve policies, procedures, and business practices.
• Ensure Associate Directors are effectively managing day to day operations including, but not limited to, team member oversight (role/responsibility completion, documentation, performance management, and attendance).
• Oversee the entire business unit in the absence of the Associate Vice President.
• Attend Business Unit Leadership team meetings.
• Uphold the standard of conduct and all other policies and procedures.
• Identify opportunities and recommend changes to improve the University.
• Participate in training and continuous education to improve skill set.
• Responsible for team member retention analysis and strategic planning to increase retention (turnover statistics, retention strategies, training, etc.).
• Oversee headcount and ensure ratio alignment and adjustments in overall budget headcount to align with ratio need and departmental strategies.
• Oversee talent acquisition, headcount analysis, and team structure.
• Lead the process of effectively working and managing the flow of students through courses.
• Prepare and maintain retention rates and related reports.
• Monitor and measure the receivable balance associated with students receiving federal financial aid.
• Run weekly and monthly operational reporting data to provide to senior leadership for Weekly Operational Review, Monthly Operational Review, Quarterly Operational Review.
• Implement strategic planning and initiatives to ensure achievement of service level agreements.
• Partner interdepartmentally with enrollment and academics to achieve interdepartmental goals.
• Forecast student pipelines, seasonality, and student behavior changes and implement appropriate contact strategies to effectively support student success.
• Ensure departmental metrics are achieved and create initiatives or process changes to improve where appropriate.
• Participate in ongoing department projects, or other special projects, as needed. 
• Reasonable and consistent attendance to fulfill requirements of the position. 
• Other duties as assigned. 

Supervisory Responsibilities:  

Supervisor duties to include:

• Direct leadership and oversight of up to five (5) Associate Directors with up to five (5) team leads and up to fifty front line (50) team members.
• Hire, train and develop Associate Directors.
• Implement and lead individualized development plans for all team members. 
• Direct oversight for all performance management actions inclusive of direct coaching, performance action delivery, and separation of team members. 
• Support leaders within the department on preparation, review, and delivery of all required performance action of team members.

Requirements:

Education & Experience:

• Bachelor's degree required. 
• Master's degree preferred. 
• Minimum of seven (7) years of student services, advising, customer support, or related experience required. 
• Minimum of five (5) years of leadership experience required.
• Experience in higher education preferred. 
• Experience working in a technology-driven enterprise preferred. 
• All skills, abilities and education will be considered for minimum qualifications. 

Competencies/Technical/Functional Skills:

• Knowledge of academic and business workings of a higher education institution. 
• Knowledge of University policies and procedures. 
• Knowledge of financial aid processes and associated Title IV regulations.
• Knowledge of leadership principles and practices. 
• Ability to resolve conflict and performance manage team members as appropriate. 
• Ability to coach to improve development and skills.  
• Skill in verbal and written communication. 
• Ability to use and facilitate online communications. 
• Ability to problem-solve. 
• Ability to understand and interpret the needs of prospective students. 
• Ability to compute and comprehend rates, ratios, and percentages. 
• Ability to effectively present information and respond to questions from prospective students, University associates, licensing and accrediting agencies and the general public. 
• Ability to collaborate effectively with others. 
• Ability to build and motivate a team. 
• Highly organized and detailed oriented.
• Must be able to consistently display the highest level of integrity.
• Skill in business acumen and leadership agility.
• Ability to travel to conferences.
• Excellent customer service and communication skills. 
• Demonstrated ability with enrollment information systems and web-based recruitment. 
• Strong analytical and critical thinking skills.  
• Proficient with Microsoft Word and other applications in the Microsoft Office Suite.

Location: Remote

Travel: Some Travel Required, as needed

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Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

Compensation Range:

National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

National University offers an opportunity to work in an innovative environment that supports diversity.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a diverse mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. We are focused on equality and believe deeply in diversity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.