Director - Office Of The Provost - HUB Services

Carnegie Mellon University is a private, global research university that stands among the world's most renowned education institutions. With ground-breaking brain science, path-breaking performances, creative start-ups, big data, big ambitions, hands-on learning, and a whole lot of robots, CMU doesn't imagine the future, we invent it. If you're passionate about joining a community that challenges the curious to deliver work that matters, your journey starts here!

The Director of The HUB oversees integrated service delivery to students and families for financial aid, bill payment, records and registration, and ID card services promoting a progressive and simplified student experience and a culture that supports student success. A centralized student service center, The HUB provides support and counsel to enrolled students, families, and the university community specific to the operations of the Student Accounts Office, University Registrar's Office, Student Financial Aid Office, and ID Card Services. Intending to support student enrollment and persistence, The HUB provides individualized attention and technologically responsive tools in a professional, welcoming, and accessible environment across seven schools and colleges and over 14,000 students by understanding the service needs of a diverse, multicultural population as well as accessibility standards (ADA) in providing services, both in-person and virtually.

Reporting to the Associate Vice Provost, the Director will oversee The HUB central student service operation and supervise staff. In addition to leadership and management of The HUB, the Director is a strategic thought partner and is responsible for leading and directing strategic priorities and process improvements. Furthermore, the Director manages budgeting, resource allocation, and daily operations at The HUB, while also overseeing training, evaluation, and compliance of team members. Additionally, they collaborate with the Enrollment Management Communications team to strategize and implement communication plans, enhance student engagement, and approve outreach materials.

Essential Duties & Responsibilities:

• Develop and implement effective assessment tools as well as reporting and metrics to identify, analyze, and implement business process improvements, efficiencies, and timelines.

• Develop and implement staff retention efforts, coordinated training, and educational opportunities.

• Leverage existing and evaluate new technologies to improve customer service experience.

• Evaluate data associated with the centralized student service center and prepare analyses and reports to monitor metrics to assess performance and trends.

• Cultivate business methodologies and strategies to improve the quality of the student's educational experience and retention initiatives.

• Improve and create processes and procedures in partnership with key stakeholders across campus.

Inclusion and cultural sensitivity are valued competencies at CMU. Therefore, we are in search of a team member who can effectively interact with a varied population of diverse audiences. We are looking for someone who shares our values and who will support the mission of the university through their work.

Qualifications

• Master's degree preferred, Bachelor's degree required

• Three to five years of progressively more responsible work experience in a customer-service-focused unit providing student services at an academic institution.

• Five years of progressively more responsible supervisory/management experience

• Knowledge of advising and counseling techniques as well as experience with active listening, negotiation, problem solving, organizing, multitasking, as well as written and verbal communication

• Knowledge of policies, regulations, and practices for awarding financial aid, records, and registration, and/or student billing

• Demonstrated ability to collaborate with a diverse range of internal and external stakeholders and foster positive working relationships to achieve desired outcomes.

• Student-centered, results-oriented customer service philosophy and ability to instill the same in others.

Requirements:

• Successful background check

Joining our team in this position opens the door to an array of exceptional benefits, available to all full-time Carnegie Mellon University employees. Experience the full spectrum of advantages, from comprehensive medical, prescription, dental, and vision insurance to enticing retirement savings programs. Unlock your potential with tuition benefits, and take well-deserved breaks with generous paid time off and holidays. Rest easy knowing you're covered by life and accidental death and disability insurance. For a comprehensive overview of the benefits awaiting you, explore: https://www.cmu.edu/jobs/benefits-at-a-glance.

At Carnegie Mellon, we value the whole package when extending offers of employment. Beyond just credentials, we consider the role's responsibilities, your invaluable work experience, and the knowledge gained through education and training. We acknowledge and appreciate your unique key skills and the diverse perspectives you bring. Our commitment to fostering an inclusive work environment means we also account for geographic differentials. Your journey with us is about more than just a job; it's about finding the perfect fit for your professional growth and personal aspirations.

Are you interested in this exciting opportunity?! Apply today!

Location

Pittsburgh, PA

Job Function

Enrollment and Registration

Position Type

Staff - Regular

Full Time/Part time

Full time

Pay Basis

Salary

More Information:

• Please visit "Why Carnegie Mellon" to learn more about becoming part of an institution inspiring innovations that change the world.

• Click here to view a listing of employee benefits

• Carnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran.

• Statement of Assurance