Director of One Stop Center - Chicago Illinois

Company: NEIU Campus
Location: Chicago, Illinois
Posted On: 01/15/2025

Director of One Stop CenterApply locations Chicago, Illinois time type Full time posted on Posted 5 Days Ago job requisition id JR100517Northeastern offers a rewarding working environment for our students and employees. Our faculty and staff are smart, dedicated people who work to create an excellent urban university experience for bright and motivated students.Job Summary:The inaugural Director of the One Stop Center at Northeastern Illinois University (NEIU) is a visionary leader responsible for innovating and modernizing the university's student support services. The One Stop Center consolidates key administrative services such as admissions, advising, financial aid, payment options, and degree planning, providing a seamless and efficient student experience. The Director will lead the creation and implementation of both physical and virtual service hubs across NEIU's campuses, driving student engagement and satisfaction. This role offers the opportunity to transform the student services model by overseeing the strategic direction, operations, and continuous improvement of the center.Job Description:

• Center Development & Oversight:
  • Lead the establishment of One Stop Center locations at the main campus and satellite campuses (Carruthers Center for Inner City Studies and El Centro).
  • Design and implement an online service platform to streamline services such as calendaring, FAQs, and chat functionality.
  • Oversee the integration of service technologies to enhance student support and ensure optimal customer service across locations.
  • Service Delivery & Process Improvement:
    • Consolidate services, including registration, financial aid, billing, and advising, to improve service delivery and minimize student frustration.
    • Develop and implement policies, practices, and processes that increase access to information and decision-making.
    • Cross-train staff to ensure they can efficiently handle various student needs and inquiries.
    • Leadership, Supervision, & Training:
      • Provide overall vision and leadership for One Stop Center operations, aligning with the university's mission and goals.
      • Supervise and mentor staff and student workers, ensuring they are well-trained in delivering excellent customer service.
      • Implement ongoing training programs focused on customer service best practices, service technologies, and process improvements.
      • Monitor and evaluate staff performance, including key performance metrics such as response time, student satisfaction, and service efficiency.
      • Use performance data to inform training initiatives and provide continuous feedback to team members.
      • Communication & Engagement:
        • Serve as the central point for disseminating important information regarding dates, policies, and updates to students.
        • Actively engage students in the use of university services, improving the accessibility of resources and increasing engagement.
        • Strategic Planning & Innovation:
          • Lead short- and long-term planning to integrate and enhance student services, promoting a one-stop experience across campuses.
          • Ensure services remain aligned with the latest technological trends and best practices in student service delivery.Salary Range: $85,000- $90,000Minimal Qualifications:
            • Master's degree in Higher Education, Student Affairs, Business Administration, or related field.
            • Minimum 5 years of experience in higher education administration or student services, with a focus on student experience, operations management, and customer service training.
            • Understanding of NEIU's diverse student profile, challenges, and opportunities based on student demographics.
            • Knowledge of student retention best practices and how a One Stop Center can positively impact retention and completion rates.
            • Proven ability to monitor and evaluate staff performance and lead effective training programs.
            • Strong communication, leadership, and project management skills.Preferred Qualifications:
              • Experience with service technologies and cross-functional team leadership is preferred.
              • Previous experience working in or leading a One Stop Center or customer service operations.
              • Experience using customer service technologies such as chat, CRM systems, phone, queuing, and universal calendar services.
              • Demonstrated experience working with faculty, unionized staff, and college students in a higher education setting.This position requires a background check.Benefits: University employees may be eligible for a variety of State of Illinois benefits. These benefits are administered through the Illinois Department of Central Management Service (CMS). Please visit our Employee Benefits page to learn more about our comprehensive benefits package including health, dental, and vision benefits, sick and vacation days, and participation in the State Universities Retirement System.Transcripts: Copies of unofficial transcripts are accepted; however, official transcripts for all earned degrees will be required of candidates selected for final interviews.Northeastern Illinois University is an Equal Opportunity/Affirmative Action employer and invites applications from Women, Minorities, Veterans and Persons with Disabilities, as well as other qualified individuals. Northeastern Illinois University's positions are contingent upon the University's receipt of its State of Illinois appropriation.
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