Associate Director One-Stop

University of North Florida
Published
September 16, 2022
Location
Jacksonville, FL
Category
Job Type

Description

Associate Director One-Stop

Please see Special Instructions for more details.

Applicants must complete an online application, as well as upload supplemental documents, at in order to be considered for this position. Please include three references with your application. Applicants who do not apply online and/or upload all the required documents will not be considered for this position. Once you submit both your completed application and uploaded documents you will receive a confirmation number. Keep the confirmation number for your records. If you have any questions about this position, please contact Meghan Hull at [Click Here to Email Your Resumé].

Posting Details

Position Information

Job Title Associate Director One-Stop Position Number 332320 Requisition Number B08044 Position Type Administrative Class Code 7956 Time-limited through N/A Type of Appointment Full-Time Faculty Position Sub-Type N/A Length of Appointment N/A Internal Recruitment? No Working Hours 8-5 varies evenings & weekends Department One Stop Student Services Organization ENROLLMENT SERVICES Division Academic Affairs - DIV College N/A Approved Hiring Salary Range $60,000.00 - negotiable Pay Basis Annually Equal Opportunity
In 2020, the University of North Florida (UNF) received the prestigious INSIGHT Into Diversity magazine Higher Education Excellence in Diversity (HEED) Award, the only application-based national award for U.S. colleges and universities that exhibit an outstanding commitment to diversity and inclusion across their campuses. In addition, UNF ranked highest among the HEED institutions and was recognized as a 2020 Diversity Champion.

The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community. In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences. The University of North Florida is an Equal Opportunity Employer and does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, gender identity/expression, sexual orientation, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers. In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.
Carnegie
UNF is a Carnegie Community Engaged Institution. This designation celebrates the University's collaboration with community partners from the local to the global level. It reflects UNF's mission to contribute to the public good and prepare educated, engaged citizens.
Faculty Initiatives
The University of North Florida promotes the quality and effectiveness of education and strives to maintain the highest standards of academic excellence in all phases of instruction, research/scholarship/creative activity, and service.
General Description / Primary Purpose
The Associate Director One-Stop, under the direction of a Director or above, plays an integral role in the design, development, implementation and interpretation of departmental processes and/or programs. The Associate Director of One-Stop Student Services will work independently under the supervision of the Director to support professional operations management and excellent customer service.

Essential Duties

Job Function
Under the supervision of the Director, the Associate Director manages the technology and overall functions of the office, and related personnel. Develops and implements plans to increase and improve student convenience and access to student services. Knowledge base reflects national and regional trends and thinking as they relate to student services and enrollment management. Collaborates with the Director in the design and implementation of planning activities that ensure a successful One-Stop operation including business forecasting, internal & external communications, and adherence to and improvement of policies and procedures. Develops, manages, collects and analyzes key performance indicators, and produces statistical reports on individual and organizational performance/trends based on transactions (in-person, online, email, phone, etc.). Ensures escalated student claims and, closed loop and/or functional areas' needs and questions are resolved promptly. Ensures adequate staffing levels to meet customer service expectations; conducts process analysis through evaluation of work processes and customer satisfaction levels, and recommend improvements.
Percentage Of Time 40 Job Function
The Associate Director manages functional technology needs for the office. This includes but is not limited to telephony system, lobby management, chat and email, as well as self-service technology. The Associate Director monitors and evaluates efficacy of technology. Researches, recommends, and implements improvements as appropriate.
Percentage Of Time 30 Job Function
The Associate Director develops, schedules and delivers training and professional development opportunities to ensure One-Stop's staff is cross-trained in student-related enrollment transaction/services and cultivates the skills that are vital to deliver the most efficient and highest quality customer service possible. Develops an operational playbook, to ensure metrics, goals, and operations standards are visible and understood by all staff. Monitors and evaluates communication channels to ensure inquiries and requests are processed in a timely manner.
Percentage Of Time 20 Job Function
Participates in various university operating committees in the absence of the Director. Manages the day to day operations for Team Leaders and their employees. Communicates effectively both orally and in writing. Able to quickly shift priorities, multi-task and juggle simultaneous requirements in a fast-paced environment and manage all to completion. This position may be required to work some evenings and weekends.
Percentage Of Time 10

Posting Detail Information

Marginal Functions
Prepares correspondence in final form. The Associate Director will communicate clearly with members of the University community and with community members.
Required Qualifications
A Master's degree from a regionally accredited college or university in a directly related area of specialization and four years of experience directly related to the job functions; or a Bachelor's degree from a regionally accredited college or university in a directly related area of specialization and six years of experience directly related to the job functions.
Faculty Position Required Qualifications
n/a
Departmental Requirements
Experience in higher education enrollment services strongly encouraged. 4-6 years operations management. 2 years Customer Service/Call Center Management/Technology experience. Experience in public relations desirable. Strong interpersonal skills and communication skills (both spoken and written) are required. Must be well organized. Must have strong computer skills. Must be familiar with enrollment services activities and responsibilities within the SUS policies and procedures. Project Management Experience/Training preferred. Working knowledge of Microsoft Office.
Statement(s) of Understanding Definition
This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.

This position has been designated as a Campus Security Authority (CSA). This position has been designated as a CSA because it involves significant responsibility for student and campus activities and/or responsibility for campus security. As such, any person in this position must report to the University Police Department a crime or an incident that might be a crime that he/she becomes aware of. This position has a reporting requirement because the University believes that responsibility for students, campus activities and/or campus security will make the holder of this position someone members of the University community will see as an authority figure and someone to whom they can seek help. A CSA is not expected to investigate or determine whether a criminal incident actually took place. A CSA's responsibility is a duty to report. All positions designated as CSAs are required to complete an online or in-person training session. For more information concerning the training sessions or CSAs, please contact the University Police Department at (904) 620-2800 or the Office of the General Counsel at (904) 620-2828.

The holder of this position is designated as a "Responsible Employee" pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexualmisconduct, sexual violence, and child sexual abuse by or against any student,employee, contractor, or visitor to the University's Title IX Administrator or any divisional Title IX Coordinator.
Required Licensure or Certification
none
Machines/Equipment used regularly
Computer and copy machine
Anticipated Start Date 10/17/2022 Job Posting Date 08/17/2022 Application Review Date 08/26/2022 Application Deadline Open Until Filled Yes Point of Contact Information Meghan Hull, 620-5828 Hiring Official Brett Butler, 620-2881 Location if not Jacksonville N/A Special Instructions
Applicants must complete an online application, as well as upload supplemental documents, at in order to be considered for this position. Please include three references with your application. Applicants who do not apply online and/or upload all the required documents will not be considered for this position. Once you submit both your completed application and uploaded documents you will receive a confirmation number. Keep the confirmation number for your records. If you have any questions about this position, please contact Meghan Hull at [Click Here to Email Your Resumé].
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Supplemental Questions

Required fields are indicated with an asterisk (*).

Documents Needed to Apply

Required Documents

  • Resume
  • Cover Letter/Letter of Interest
  • Optional Documents

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