Director of One Stop Shop

Clayton State University -
Morrow, GA

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Job Details

Full-time

Qualifications

International student services
Operational management
Academic institution experience
Student database management
Process design
Student information system
Online learning environment experience
Supervising experience
Policy & process development
Bachelor's degree
Working with students from diverse cultural backgrounds
Data management
Collaboration with other professionals for student support
Admissions and enrollment management
E-learning platforms
Working with families
Enterprise Learning Management
Educational compliance and regulation understanding
CRM system proficiency
Experience at colleges/universities
Operational excellence initiatives
Productivity software
Process improvement planning
University experience

Full Job Description

About Us

Located in Morrow, Georgia, Clayton State University is roughly 15 miles southeast of downtown Atlanta. The university offers employees an adaptable, collaborative environment that fosters professional and personal development.

The university is committed to having a positive impact on the State of Georgia and beyond by serving students and the community through broadening access to high-quality education and advancing workforce development. Clayton State offers multiple certificates, Associate's, Bachelor's, and Master's Degree programs, which currently enroll over 5,500 students in challenging campus and online courses.

Clayton State's main campus is situated on 214 beautiful acres in a lakeside setting just minutes from downtown Atlanta, making access to the vibrant metropolitan area swift. The Atlanta-Journal Constitution has named the university a Top Workplace in Atlanta for six consecutive years. The Chronicle of Higher Education also named Clayton State one of 79 higher education institutions across the nation in its list of 2017 Great Colleges to Work For.

Job Summary

Clayton State University seeks a visionary leader to serve as the inaugural Director of Unified Student Services, overseeing the Laker One Stop Center. This role is critical to delivering a comprehensive, student-focused experience by simplifying services, integrating technology, and connecting data points across the student journey. The Director will provide a clear understanding of core institutional services and lead efforts to create harmony in the student experience through personalized, high-level service.

The Director will oversee integrated, student-facing services, including Admissions, Registration, Financial Aid, and other comprehensive student support services, while fostering strong collaboration with Veterans Affairs, the Bursar's Office, Academic Affairs, Student Affairs, Residence Operations, and Student Success units to ensure students receive timely, accurate, and personalized assistance. This position will champion initiatives that promote retention, persistence, and completion, while ensuring equitable access to resources for all students.

Responsibilities

Manage and lead multiple teams across departments within the Laker One Stop Center, fostering a collaborative environment that promotes operational excellence and student success (Customer Service Liaison, Student Support Specialists, and Student Service Ambassadors).

Monitor and oversee inbound and outbound communication channels, including phone systems and virtual platforms, to ensure timely, accurate, and student-focused resolution of inquiries.
Oversee daily operations of the Laker One Stop Center, ensuring seamless service delivery across multiple departments both in-person and through virtual platforms.
Collaborate with Information Technology and Enrollment Management to automate workflows, improve reporting capabilities, and optimize the use of technology platforms (Banner, Element 451-CRM system, Banner BDMS, Power BI) to support data-driven decision-making and enhance the student experience.
Streamline and automate processes to improve efficiency and student satisfaction at the front counter and beyond.
Design, implement, and oversee comprehensive training programs for student service leads and front-line staff to ensure consistent service delivery, operational excellence, and a culture of continuous improvement.
Create a welcoming, solution-oriented environment that addresses student needs holistically as well as establish a tiered approach to serving students and guests at the Laker One Stop Center.
Cultivate strong relationships across Enrollment Management and Student Success(EMSS) and institutional divisions including IT, Academic Affairs, and Student Affairs'to enhance integrated student services and streamline processes.
Develop and maintain reporting systems to monitor performance metrics across One Stop Shop service areas, including Admissions, Financial Resource Services, Registrar's Office, and other wraparound student support services.
Collaborate with Information Technology Services to continuously improve business processes through LMS, SIS, ERP, and CRM systems to support integrated student services.
Ensure effective communication and resolution of student inquiries through oversight of inbound and outbound communication channels, including phone systems and virtual platforms

Required Qualifications

This individual must be able to multi-task, work in a constantly changing environment, and implement
creative (outside of the box) enrollment and student success strategies.

Bachelor's degree required
5-7 years of experience in student services operations, admissions operations, or enrollment
management, with a focus on integrated service delivery.
Minimum 3 years of experience supervising and leading professional staff.
Must be proficient in Student Information Systems (e.g., Banner), Learning Management
Systems (e.g., D2L Brightspace), Microsoft Office Suite, and CRM/enrollment technology
platforms (e.g., Metabases, Axiom, Element 451, Twilio, etc.).
Demonstrated ability to streamline processes, improve workflows, and enhance student
experience across multiple service areas.
Experience supporting graduate, international, and diverse student populations.
Demonstrated successful experience in leading student service/enrollment teams in a higher
education setting.
Knowledgeable about compliance issues that may affect student matriculation for domestic and
international student populations.
Exemplary interpersonal and communication skills, both verbal and written.
Demonstrated experience in working with students and families.
Proficient technical skills in data management, data processing concepts, and student
information systems.
Experience working with students of low socioeconomic status.

Preferred Qualifications

Master's Degree

Knowledge, Skills, & Abilities

To perform this job successfully, the individual must demonstrate knowledge of the student populations served by Clayton State University, including, but not limited to, first-generation, adult and non-traditional, students and possess the following knowledge, skills, and abilities:

Comprehensive understanding of the full student life cycle for undergraduate, graduate, and
international students, from inquiry through graduation.
Knowledge of admissions operational processes for all student types, including graduate and
international application workflows and compliance requirements (e.g., SEVIS for international
students).
Familiarity with student services operations (registration, financial aid, billing, veterans'
benefits) and best practices for integrated service delivery.
Commitment to exemplary customer service and continuous improvement in a high-volume,
student-facing environment.
Ability to navigate international student regulations and collaborate with designated school
officials (DSOs) to ensure compliance.
Strong interpersonal and communication skills to work collaboratively across multiple units and
with external constituents.
Ability to analyze data and prepare reports to plan, promote, and evaluate service effectiveness
and enrollment initiatives.
Demonstrated experience using technology platforms (CRM, SIS, and workflow tools) to
streamline processes and improve student experience.
Ability to make sound, data-informed decisions and implement process improvements.
Experience supervising professional and student staff and fostering a culture of accountability
and service excellence.
Ability to monitor and report budget activity and identify cost-effective solutions for operational
efficiency.
Knowledge of compliance regulations (FERPA, financial aid policies, admissions policies,
residency policies, boarder waiver policies, veterans' benefits, and international student
requirements).
Supervise student staff and up to 2 professional staff members.
Other duties as assigned

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Institutional Values

Clayton State University will have a positive impact on the State of Georgia and beyond by serving students and the community through broadening access to high-quality education and advancing workforce development. Our statement of core values is adaptability, collaboration, excellence, integrity, and people-centered. Each Clayton State University community member is responsible for demonstrating and upholding these standards. More details on Clayton State's Statement of Core Values and Code of Conduct can be found online at https://www.clayton.edu/strategic-plan/mission-vision-values and https://www.clayton.edu/human-resources/current-employees/resources-policies

Conditions of Employment

Offers of employment are contingent upon completion of a background investigation, including a criminal background check demonstrating eligibility for employment with Clayton State University, as determined by Clayton State University in its sole discretion, confirmation of the credentials and employment history reflected in application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug and alcohol screening. Candidate must disclose potential, actual, or apparent conflicts of interest in compliance.

Offers are made expressly subject to the applicable federal and state laws, statutes, rules, and regulations of this institution and the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

Equal Employment Opportunity

Equal opportunity and decisions based on merit are fundamental values of Clayton State University and the University System of Georgia (USG). Clayton State University prohibits discrimination on the basis of an individual's age, color, disability, genetic information, national origin, race, religion, sex, or veteran status ("protected status"). No individual shall be excluded from participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any Clayton State University program or activity because of the individual's protected status; nor shall any individual be given preferential treatment because of the individual's protected status, except that preferential treatment may be given on the basis of veteran status when appropriate under federal or state law.

Clery Disclosure

This position may be considered a Campus Security Authority, CSA. A Campus Security Authority is a Clery-specific term that encompasses certain departments, groups, and individual employees who have a duty to report crimes they become aware of, as defined by the Clery Act.

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