Position Details
Position Information
| Recruitment/Posting Title |
Director, One Stop Student Services Center |
| Job Category |
Staff & Executive - Student Affairs and Services |
| Department |
Enrollment Mgmt&Grad Stds-Nwk |
| Overview |
The One Stop Student Services Center (One Stop) at Rutgers University-Newark represents an integrated and coordinated cross-functional service in the areas of financial aid, student accounts, and registration. Acting as a "single point of service" across these areas to promote a progressive, simplified, and consistent student experience and a culture that supports student satisfaction and success. |
| Posting Summary |
Rutgers University- Newark (RU-N), an urban public research university and anchor institution, located in Newark, New Jersey, a city of promise is seeking a Director. The Director of the One Stop Student Services Center-Newark will report to the Assistant Chancellor of Enrollment Management-Newark. The primary purpose of the One Stop Student Services Center is to provide integrated student services regarding Financial Aid, Student Accounts, and Registration, as well as other student support services, which will promote a progressive and simplified student experience and a culture that supports student success. The position oversees the activities and staff for the smooth and efficient student-facing functions for the Offices of Financial Aid, Student Accounting, and Registrar functions for schools on the Newark campus, which includes six (6) schools and 11,000 students. The Director of the One Stop Student Services Center will provide leadership, oversight, strategic planning, supervision, and management of the staff and operations of the newly integrated cross-functional service in the areas of registration, student accounting, financial aid, and the call center.
In addition to leadership and management of the One Stop Student Services Center, the Director is a strategic thought partner and is responsible for leading and directing strategic priorities and process improvements for Rutgers University-Newark and the Division of Enrollment Management-Newark. To cultivate business methodologies and strategies to improve the quality of the students educational experience and retention initiatives, the Director will work on process improvements and craft policies and practices, along with the Assistant/Vice Chancellors for Enrollment Management across all campuses, the Associate Vice President for Enrollment Management (University-wide), University Central Offices, Directors of the functional offices, other campus One Stops, co-location offices, Project Management Office and key internal and external members of the campus community. The Director will focus on understanding and improving student service levels, business processes, compliance risks, technology, and supporting organizational structures. The Director will engage with campus partners to create a shared vision and outcome measurements for the Student Experience Improvement Initiative and lead the One Stop Oversight committee university-wide to ensure consistency in scope and practice while streamlining efficiencies.
This position is responsible for and not limited to the following:
- Serve as project sponsor or lead on one stop student services center projects and provide direction and vision to staff that serve on the project.
- Implement high-level policy decisions regarding registration, student records, financial aid, and student accounts for Newark in collaboration with Central offices.
- Ensure compliance with policies and maintain strong, engaged partnerships to assess processes.
- Resolve escalated student/parent issues referred from the Office of the President, Office of the Chancellor, and other University administrators and work to resolve escalated one-stop generalist issues.
- Evaluate technical needs and enhancements across Enrollment Management, one-stops, and functional offices used in student services administration and incorporate improvements and modifications when appropriate.
- Develop system requirements and serve on implementation teams for the Customer Relationship Management (CRM), Student Information System (SIS), etc.
- Review and make decisions on student/customer appeals in a timely and judicious manner while ensuring consistency and academic integrity through the decision-making process.
- Meet regularly with other enrollment management/student services directors and colleagues to work collaboratively on cross-functional processes and projects.
- Meet regularly with enrollment management leaders to discuss priorities, new developments, problems, or other issues that need resolution.
- Manage the One Stop website design, content, and brand.
|
| Position Status |
Full Time |
| Hours Per Week |
|
| Daily Work Shift |
Day |
| Work Arrangement |
Consistent with the current application of Rutgers Policy 60.3.22, this position may be eligible for a hybrid work arrangement. The flexible work arrangements outlined in Rutgers Policy 60.3.22 are part of a pilot program that is effective September 1, 2022 through August 31, 2024. Therefore, there is no guarantee that this flexible work arrangement will continue beyond that date. Flexible work arrangements are not permanent, are subject to change or cancellation and contingent on the employee receiving approval in the FlexWork@RU Application System. Additional information may be found at
https://futureofwork.rutgers.edu.
|
| FLSA |
Exempt |
| Grade |
08 |
| Position Salary |
|
| Annual Minimum Salary |
104995.00 |
| Annual Mid Range Salary |
132896.00 |
| Annual Maximum Salary |
160796.00 |
| Standard Hours |
37.50 |
| Union Description |
Admin Assembly (MPSC) |
| Payroll Designation |
PeopleSoft |
| Benefits |
Rutgers offers a comprehensive benefit program to eligible employees. For details, please go to
http://uhr.rutgers.edu/benefits/benefits-overview. |
| Seniority Unit |
|
| Terms of Appointment |
Staff - 12 month |
| Position Pension Eligibility |
ABP |
Qualifications
| Minimum Education and Experience |
- Master's degree.
- Five years of related professional experience in a leadership or managerial role of increasing responsibility.
|
| Certifications/Licenses |
|
| Required Knowledge, Skills, and Abilities |
- Knowledge of Enrollment Management, financial aid, registration, and/or student billing.
- Demonstrated ability to work well under pressure and build positive relationships with colleagues across campus.
- Ability to operate strategically and develop short- and long-term goals and methods to achieve them.
- Demonstrates adaptability by adjusting to new situations, solving problems effectively, and creating an environment where others can do the same.
- Demonstrated leadership skills.
- Experience in building and motivating productive and enthusiastic teams to fulfill the organization's mission.
- Effective problem-solving and time management skills.
- Excellent communication, presentation, and interpersonal skills.
- Experience managing projects and leading project teams.
|
| Preferred Qualifications |
- Master's degree in higher education administration or related field.
- Knowledge of the Rutgers, The State University of NJ policies and procedures.
- Five to seven years of experience working at the Rutgers, The State University of NJ or a similar multi-campus university.
- Demonstrated experience leading large, complex enterprise-wide projects and change initiatives.
- Experience in a one stop service model.
|
| Equipment Utilized |
- The director, in collaboration with OIT, will develop unified forms and electronic systems to enhance the virtual and physical student services.
- In collaboration with other campus one stop partners, they will also be charged with developing the brand identity of the one stop student services center, this includes publications, online student forum listserv, staff listserv, social media campaigns, and website to enhance communications with students and staff.
- Must display knowledge of processing and technological applications related to student enrollment services that enhance successful program development and administration.
- Working knowledge of the following student systems: Datatel, Banner, PeopleSoft, Federal & State Applications, Educational Tools, CRM, etc.
|
| Physical Demands and Work Environment |
N/A |
| Special Conditions |
|
Posting Details
| Posting Number |
25ST0866 |
| Posting Open Date |
04/22/2025 |
| Special Instructions to Applicants |
|
| Regional Campus |
Rutgers University-Newark |
| Home Location Campus |
Rutgers University-Newark |
| City |
Newark |
| State |
NJ |
| Location Details |
|
Pre-employment Screenings
All offers of employment are contingent upon successful completion of all pre-employment screenings. Immunization Requirements
Under Policy 100.3.1 Immunization Policy for Covered Individuals, if employment will commence during Flu Season, Rutgers University may require certain prospective employees to provide proof that they are vaccinated against Seasonal Influenza for the current Flu Season, unless the University has granted the individual a medical or religious exemption. Additional infection control and safety policies may apply. Prospective employees should speak with their hiring manager to determine which policies apply to the role or position for which they are applying. Failure to provide proof of vaccination for any required vaccines or obtain a medical or religious exemption from the University will result in rescission of a candidate's offer of employment or disciplinary action up to and including termination. Affirmative Action/Equal Employment Opportunity Statement
It is university policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, affectional or sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As an institution, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment. For additional information please see the Non-Discrimination Statement at the following web address: http://uhr.rutgers.edu/non-discrimination-statement |
Rutgers University
Apr 23, 2025