The Director, Student Services for the University of Arizona Global Campus (UAGC) is a full-time employment position reporting to the VP, Student Services .

The Director of Student Services position is responsible for delivering outcomes that will ensure we achieve our strategic goals. The Director will foster an ethical and positive culture while creating an engaging work environment. The Director will model strength in their ability to display professional confidence and courage while he or she assumes all reasonable decision-making authority to advance the progression, development, and outcomes of the Student Services department. This role will require the Director to mentor and develop staff, including managers, while leading the strategic and successful implementation of game-changing solutions to support the students we serve.

Duties & Responsibilities:

• Leading for Operational Excellence:
• Responsible for planning, staffing, budgeting and expense management for all teams under direct leadership
• Directs the activities of a broad functional advising area through several department managers within the company
• Effectively manage to schedule adherence, phone behaviors and leading indicators of success related to student service levels
• Set goals with the Student Services teams and monitor progress toward those goals Effectively manage and monitor all resources to ensure optimal efficiency of student persistence and retention
• Ensures budgets and schedules meet operational requirements for teams of responsibility; may provide overarching leadership to department based on business needs
• Ensure compliance with all internal/external regulations, policies and procedures
• Maintain consistency in the student contact strategy; evaluating results and recommending adjustments as needed
• Regularly interacts with executives and/or major internal customers. Represents the Student Services department in various meetings as directed; potentially including meetings with our client(s) or third-party vendors
• Determines what discipline should be imposed for subordinates, with authority to apply such, and/or submits/recommends same to senior leadership and/or Human Resources
• Driving for Change & Continuous Improvement
• Responsible for identifying areas of opportunity, recommending solutions and ensuring implementation of solutions are successful. Strives for continuous improvement of department process with emphasis on quality and the student experience. Always look for a better way to accomplish the goals
• Participates with department leaders to establish strategic plans and objectives that will drive the department to achieve its goals
• Makes final decisions on administrative or operational matters for area of responsibility and ensures team operations are effective in achievement of established objectives
• Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company
• Encourages new ways of thinking (bold ideas) from all members of teams of responsibility
• Developing Staff & Creating an Impactful Work Environment:
• Serves as a beacon of light through periods of change and transition
• Guides staff in finding the “how” in navigating through obstacles to strategic goals
• Provides vision, direction, supervision, mentoring and support to the Student Services management team and staff
• Coaches, develops, and leads a front-line management team that is focused on student service with emphasis on following the contact strategy, high quality service expectations within each contact
• Fosters effective management styles to promote a goal oriented, results driven, engaging and successful work environment
• Tracks and measures the development and progress of Student Services Managers and their team members
• Mentors top talent to ensure strong pipeline of future leaders
• Trains and assigns work to new and continuing employees. Provides guidance on performance standards and University procedures
• Independently conducts performance evaluations, including communication with subordinates

The Director is expected to fully grasp the impact of university wide decisions on the students we serve and speak about that impact accordingly. At times, that will be ensuring the Student Advising Managers and Student Advisors are prepared to enact change. At times, that will be speaking up on behalf of the student or the team before changes are determined. The Director must be firmly grounded in one space and fully aware of what is happening in other spaces within the institution.

Knowledge, Skills, and Abilities:

• Ability to demonstrate thought leadership, defining our mission, purpose, goals, and related activities needed to achieve results
• Strong ability to negotiate with, and effectively influence, internal customers and senior level leaders regarding matters of significance to the department and area of responsibility
• Strong analytical skills. Ability to create, interpret, and make decisions based on data to improve processes and impact the student experience
• Excellent project management and change management skills
• Excellent leadership and team building skills
• Outstanding oral presentation and written communication skills
• Demonstrates effective coaching skills and modeling the use of technology to track, trend, and improve team performance
• Successful experience utilizing data analysis to design, develop, implement, and evaluate strategies leading to continuous performance improvements in effectiveness and efficiency
• Attention to detail
• Genuine curiosity and determination to find a better path to improved outcomes
• Ability to adapt to a dynamic and changing environment
• Capability to handle multiple and diverse projects simultaneously
• Knowledge of CampusVue and SalesForce applications
• Expertise in MS Office applications and other internal systems
• Proven record of effective Management/Supervision in the Education Industry or similar customer focused field

Minimum Qualifications:

• Bachelor's degree or equivalent advanced learning attained through professional level experience required.
• Minimum of 7 years of related work experience, including 3 years of managerial experience, or equivalent combination of education and work experience.

PREFERRED QUALIFICATIONS:

• Master’s Degree highly preferred

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs.

Rate of Pay: $75,540 - $98,201

Compensation Type: Salary at 1.0 full-time equivalence (FTE)

Grade: 10

Compensation Guidance:

The Rate of Pay Field represents the University of Arizona’s good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training, key skills, and internal equity.

The Grade Range represents a full range of career compensation growth over time in this position and grade. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide (https://talent.arizona.edu/sites/default/files/Applicant_Guide_to_Compensation.pdf) and our Total Rewards Calculator (https://hr.arizona.edu/employees-affiliates/compensation/total-rewards-calculator) .

The grade range for this position is $75,540 - $98,201. Each unit typically sets starting pay between the minimum and midpoint upon hire as reflected in the Rate of Pay field above.

Special Instructions to Applicant: The application window is anticipated to close 5/19/2025.

Career Stream and Level: M3

Job Family: Student Support

Job Function: Student Services

Notice of Availability of the Annual Security and Fire Safety Report :

In compliance with the Jeanne Clery Campus Safety Act (Clery Act), each year the University of Arizona releases an Annual Security Report (ASR) (https://clery.arizona.edu/asr) for each of the University’s campuses. These reports disclose information including Clery crime statistics for the previous three calendar years and policies, procedures, and programs the University uses to keep students and employees safe, including how to report crimes or other emergencies and resources for crime victims. As a campus with residential housing facilities, the Main Campus ASR also includes a combined Annual Fire Safety report with information on fire statistics and fire safety systems, policies, and procedures.

Paper copies of the Reports can be obtained by contacting the University Compliance Office.

For more information regarding this position, please contact us at careers@uagc.edu .

UAGC shall, in all solicitations or advertisements for all employees placed by or on behalf of UAGC, state that all applicants who are qualified will receive consideration for employment without regard to sex, race, color, religion, sexual orientation, national origin, ancestry, citizenship, pregnancy, marital status, registered domestic partnership status, age, physical disability, mental disability, genetic information, gender identity, military or veteran status, service in the uniformed services, or any other consideration made unlawful by federal, state or local laws.