Assistant Director, Skyhawk Station

Position Summary:

The Assistant Director of Skyhawk Station Operations is responsible for managing the day-to-day operations of the Skyhawk Station, Fort Lewis College’s one-stop shop where students go for their Advising, Financial Aid, Billing, Registrar’s Office, and SkyCard ID questions. The Assistant Director will work closely with the Director of Skyhawk Station to design and execute customer service standards in line with the College’s mission and retention goals. The Assistant Director directly supervises the front-line staff and provides ongoing training and support to create an efficient, accurate and positive team to contribute to the overall enrollment goals of the institution. The Assistant Director of Skyhawk Station Operations is a part of the leadership team and is responsible for developing, implementing and continually improving systems, processes and technology designed to ensure a positive, effective and customer friendly experience for all who use the Skyhawk Station

Job Description:

Essential Functions and Responsibilities:

· Collaborate with the Skyhawk Station leadership team and partner offices to develop and maintain procedures and policy that strive to keep students at the center.

· Provide leadership in building a collaborative, outcome-focused, customer service-oriented team of classified, temporary and student staff to process and review questions submitted by customers via in-person, email and phone interactions. · Manage reporting of Skyhawk Station daily/weekly/monthly activity and work with the Director to make improvements to Slate and other systems to help facilitate the efficiency of the office.

Processing of Daily Requests (30%)

• Work the incoming calls, tickets, and requests from students and families; this includes working the front counter, processing appropriate documents and providing customer service to all constituents
• Provide support for staff to escalate questions and concerns

Lead and Manage Specialist Team and Student Staff (40%)

• Provide leadership in building a collaborative, outcome-focused team in order to accomplish department goals
• Responsible for the hiring, onboarding, on-going training, coaching and development of staff
• Develop individual goals with staff; develop and implement initiatives to provide professional development for staff
• Communicate team, department and institutional goals with staff
• Monitor and adjust as appropriate: workload and scheduling of staff, appropriateness of staff responsibility to capabilities, adequate staffing levels
• Possess a clear understanding of the rules and regulations, as well as conduct formal evaluations within the Colorado State Classified system
• Plan and delegate projects and tasks to team members, monitor quality and accuracy, and ensure consistent compliance with state and federal regulations, university policies, and industry standards and best practices

Training of Professional and Student Staff (20%)

• Develop, document and maintain consistent processes within the Skyhawk Station
• Ensure that documentation is accurate and up to date
• Work with partner offices to ensure appropriate training in each area of the Skyhawk Station

Technology and Operational Support (10%)

• Help establish and troubleshoot processes with our different systems
• Conduct testing on systems to ensure system integrity following routine maintenance and/or system upgrades/reconfiguration.
• Analyze technology needs and coordinate new hardware and software installations for staff

Required Education, Specialized Skills and Experience:

• Bachelor’s degree
• Minimum of three years’ related experience in Higher Education or other related field
• Minimum of one year of professional supervisory experience
• Experience working with diverse groups of people in a variety of settings
• Demonstrated ability to effectively manage multiple priorities in a fast-paced environment
• Display strong planning and organizing skills, attention to detail and experience making data driven decisions
• Proficient computer skills with a focus on Microsoft Suite and the ability to learn other internal systems specific to this role.

Preferred Education, Specialized Skills and Experience:

• Master’s degree in related field
• Experience working with one or more of the following systems: Workday, Perceptive Content or other document imaging software, Slate CRM or other CRM system or online application vendor
• Experience writing and implementing policies and procedures
• Bilingual in Spanish and English preferred