Director, Student Central Campus Services
Community College of Baltimore County
Essex, MD
Full-time
Education
Posted on April 25, 2024
The purpose of this class is to oversee and manage the day-to-day operation of assigned college division or function.
Bachelor's degree required degree in business, management, or education preferred. Seven (7) years of experience in student services, customer service, client support, and/or case management, and five (5) years of supervisory experience required. Master's degree and experience with integrated services operations preferred.
Compensation within the posted range is determined by a candidate's education level and/or years of experience in the field. Generally, employees are hired in the lower third of the scale.
For Best Consideration please apply by: November 1, 2023.
Bachelor's degree required degree in business, management, or education preferred. Seven (7) years of experience in student services, customer service, client support, and/or case management, and five (5) years of supervisory experience required. Master's degree and experience with integrated services operations preferred.
Compensation within the posted range is determined by a candidate's education level and/or years of experience in the field. Generally, employees are hired in the lower third of the scale.
For Best Consideration please apply by: November 1, 2023.
- Provide leadership of Student Central Campus Services.
- Develop and implement goals and objectives in coordination with senior management.
- Implement strategies related to operation and services.
- Evaluate the effectiveness of policies and procedures to ensure consistency.
- Prepare, analyze, and provide reports on miscellaneous subjects, as requested.
- Serve as liaison between college departments, vendors, government agencies and/or other external organizations.
- Manage operating budget for assigned division or function, as required.
- Oversee the day-to-day operations of CCBC's Student Central in-person service team, including the customer service options through all available points of contact.
- Deliver exceptional student-focused support to all students who interact with Student Central's in-person services, with an understanding of the unique needs of the college's increasingly diverse and traditionally underserved populations.
- Utilize a high degree of professional judgment and project management skills to oversee and manage the resolution of issues, questions, and college-wide projects and initiatives related to Student Central in-person services.
- Hire, mentor, supervise, evaluate, and provide training and development to classified, professional, and administrative staff.
- Coordinate with Quality Assurance & Intake Management to establish and maintain standards for Student Central's in-person service operations, and ensure services are delivered according to those standards.
- Develop a process to monitor service delivery against the service standards, address gaps, and make ongoing improvements.
- Participate in efforts to define and refine student service culture, goals, policies, and procedures.
- Work in collaboration with Quality Assurance & Intake Management to identify and report recommended updates to the Student Central knowledgebase, along with results and trends from data reports and metrics.
- Develop and maintain relationships with the directors from student service units collegewide and collaborate with Enrollment Services back-office units on training, communication, and coordination.
- Develop and maintain strong relationships with ITS to support the management of needs technology tools and systems, including Banner and the college's CRM.
- Collaborate with Marketing & Communications on the oversight of the Student Central web presence, content, brand, and development of marketing materials, as needed.
- Make recommendations to the directors of student service units for operational and/or strategic changes that can improve the overall student experience.
- Oversee the department operating budget following college funding guidelines.
- Create proposals for new initiatives that can enhance Student Central services.
- Participate in college-wide planning for the design and maintenance of the Student Central spaces at all CCBC locations to optimize student services.
