Director of One Stop Center
Director of One Stop Center
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$ 85000 - 90000
1 Vacancy
Job Description
Northeastern offers a rewarding working environment for our students and employees. Our faculty and staff are smart dedicated people who work to create an excellent urban university experience for bright and motivated students.
Job Summary:
The inaugural Director of the One Stop Center at Northeastern Illinois University (NEIU) is a visionary leader responsible for innovating and modernizing the universitys student support services. The One Stop Center consolidates key administrative services such as admissions advising financial aid payment options and degree planning providing a seamless and efficient student experience. The Director will lead the creation and implementation of both physical and virtual service hubs across NEIUs campuses driving student engagement and satisfaction. This role offers the opportunity to transform the student services model by overseeing the strategic direction operations and continuous improvement of the center.Job Description:
Center Development & Oversight:
Lead the establishment of One Stop Center locations at the main campus and satellite campuses (Carruthers Center for Inner City Studies and El Centro).
Design and implement an online service platform to streamline services such as calendaring FAQs and chat functionality.
Oversee the integration of service technologies to enhance student support and ensure optimal customer service across locations.
Service Delivery & Process Improvement:
Consolidate services including registration financial aid billing and advising to improve service delivery and minimize student frustration.
Develop and implement policies practices and processes that increase access to information and decisionmaking.
Crosstrain staff to ensure they can efficiently handle various student needs and inquiries.
Leadership Supervision & Training:
Provide overall vision and leadership for One Stop Center operations aligning with the universitys mission and goals.
Supervise and mentor staff and student workers ensuring they are welltrained in delivering excellent customer service.
Implement ongoing training programs focused on customer service best practices service technologies and process improvements.
Monitor and evaluate staff performance including key performance metrics such as response time student satisfaction and service efficiency.
Use performance data to inform training initiatives and provide continuous feedback to team members.
Communication & Engagement:
Serve as the central point for disseminating important information regarding dates policies and updates to students.
Actively engage students in the use of university services improving the accessibility of resources and increasing engagement.
Strategic Planning & Innovation:
Lead short and longterm planning to integrate and enhance student services promoting a onestop experience across campuses.
Ensure services remain aligned with the latest technological trends and best practices in student service delivery.
Salary Range:$85000 $90000
Minimal Qualifications:
Masters degree in Higher Education Student Affairs Business Administration or related field.
Minimum 5 years of experience in higher education administration or student services with a focus on student experience operations management and customer service training.
Understanding of NEIUs diverse student profile challenges and opportunities based on student demographics.
Knowledge of student retention best practices and how a One Stop Center can positively impact retention and completion ability to monitor and evaluate staff performance and lead effective training programs.
Strong communication leadership and project management skills.
Preferred Qualifications:
Experience with service technologies and crossfunctional team leadership is preferred.
Previous experience working in or leading a One Stop Center or customer service operations.
Experience using customer service technologies such as chat CRM systems phone queuing and universal calendar services.
Demonstrated experience working with faculty unionized staff and college students in a higher education setting.
This position requires a background check.
Benefits
University employees may be eligible for a variety of State of Illinois benefits. These benefits are administered through the Illinois Department of Central Management Service (CMS). Please visit ourEmployee Benefitspage to learn more about our comprehensive benefits packageincluding health dental and vision benefits sick and vacation days and participation in the State Universities Retirement System.
Transcripts
Copies of unofficial transcripts are accepted; however official transcripts for all earned degrees will be required of candidates selected for final interviews.
Northeastern Illinois University is an Equal Opportunity/Affirmative Action employer and invites applications from Women Minorities Veterans and Persons with Disabilities as well as other qualified Illinois Universitys positions are contingent upon the Universitys receipt of its State of Illinois appropriation.
Required Experience:
Director
Employment Type
Full-Time
