Requisition no: 505787
Work type: Full Time
School/Department: School of General Studies
Grade: Grade 14
Categories: General Administration
The Director of Operations for Student Services leads the operations team for the office of the dean of students (DOS) and Postbac premedical program. Sitting within the broader operations and information systems department, this group is responsible for delivering operational, administrative and technological support to the DOS and Postbac premedical staff members via a shared service model. The director works closely with various members of the advising and student life leadership teams to identify, initiate and execute projects to implement technical solutions that improve efficiency and operational excellence. A majority of these projects will involve the customization and modification of enterprise applications to drive the adoption of technology platforms across the advising staff. The director must balance the demands of this client-facing role while also supervising an operations staff to ensure critical student services are being delivered in a manner consistent with the highest possible standards of service. Working with the senior associate dean of enrollment management and technology the director will ensure the dean of students receives the necessary operational support for key academic events and processes such as new student onboarding, graduation, major declaration and academic review. The director is responsible for the student data across the entire student life-cycle including the maintenance of multiple, complex technical platforms, document management systems and databases that are used in daily operations to record and facilitate a variety of academic processes.
Process Improvement and Analysis:
The director oversees the workflow processes for the DOS office, including but not limited to oversight of the Salesforce Advisor Link, OnBase, Enterprise Reporting, TimeTrade, SIS and Slate. Works with various GS constituencies to develop technical solutions that support their operations and serve current students. Additionally:
Works closely with the DOS Office, Postbaccalareate Premedical Program and the Office of Enrollment Management to ensure data quality control and facilitate reporting and assessment.
Uses data to influence decision-making around process improvements.
Liaises with reporting teams to equip the DOS with robust reporting resources aimed at improving student outcomes.
Is the main person responsible for records management for DOS including SIS, OnBase, and other proprietary systems, to ensure timely and accurate management of data for all inquiries and records.
Supervises the operations/reception staff and is responsible for training and implementing policy guidelines with support, casual and work-study staff in operations/reception to ensure a high quality customer service environment for all constituents of GS. Occasionally covers the front desk to ensure proper staffing of the reception area at all times.
Fosters a supportive, collaborative and engaging environment by connecting staff with the role they play in helping our students achieve their goals.
Creates, documents, and implements policies, processes and procedures to enhance the operational delivery of student services.
Problem solving and systems thinking: Adept at resolving time-sensitive student issues as they arise while simultaneously devising systems to resolve root issues that prevent the recurrence of similar issues in the future.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Applications open: Jan 28 2020 Eastern Standard Time Applications close:
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