Director, Triage & Student Enrollment Services

All Job Postings will close at 12:01 a.m. CT on the specified Closing Date.

Weekly Work Hours

40

Compensation Range

Administrator Range E05

Salary Minimum

$92,700.00 Annually

FLSA

United States of America (Exempt)

Position Type

Administrator

Position / Job Summary

The Director of Triage & Student Enrollment Services provides strategic leadership, operational oversight, and continuous improvement for a comprehensive, student-centered triage model supporting both prospective and current students across credit and non-credit pathways. This role is responsible for designing, implementing, and scaling a high-performing triage service model that delivers efficient, accurate, and equitable access to enrollment services including admissions, financial aid, success coaching, and student success support.

Essential Duties & Responsibilities

• Execute a college-wide triage strategy aligned with enrollment, retention, and student

• Lead the evolution of a centralized service model that simplifies the student experience

• Establish service delivery standards for both virtual and in-person environments

• Identify and implement innovative solutions to improve access, reduce wait times, and enhance service quality

• Oversee daily triage operations across multiple campuses and virtual platforms

• Ensure consistent execution of triage processes, including queue management, intake, routing, and warm handoffs

• Monitor and optimize staffing models, scheduling, and peak period readiness

• Partner with IT and functional departments to enhance systems (e.g., SIS, queue platforms, CRM tools)

• Lead, coach, and develop triage specialists to deliver high-quality, student-centered service

• Establish clear performance expectations, service metrics, and accountability structures

• Design and implement onboarding, training, and professional development programs

• Foster a culture of collaboration, responsiveness, and continuous improvement

• Serve as a key liaison between Admissions, Financial Aid, Success Coaching, Recruitment, and Information Central

• Ensure alignment of triage services with institutional policies, procedures, and student success initiatives

• Partner with internal and external stakeholders to improve service integration and student outcomes

• Data, Reporting & Continuous Improvement

• Develop and monitor key performance indicators (KPIs), including:

  • Wait time and service times

  • Queue volumes and utilization

  • Student satisfaction and resolution rates

  • Conversion from inquiry to enrollment

  • Utilize data to identify trends, gaps, and opportunities for improvement

  • Lead continuous improvement initiatives to enhance efficiency and student experience

• Champion the student-first philosophy focused on removing barriers and simplifying processes

• Ensure accurate, consistent, and timely information is provided to students

• Promote service delivery for students.

• Oversee communication strategies that guide students from inquiry through enrollment

• Required Dallas College Professional Development Hours per Academic Year.

  • All employees are required to complete a minimum of 19 hours.

  • People leaders are required an additional 16 hours of leadership development.

  • Perform other duties not listed as assigned.

The following duties are required for People Leader roles specifically:

Exercises full discretion and decision-making authority in the recruitment, selection, hiring, mentoring,  coaching, development & termination of staff, ensuring alignment with organizational goals, budgetary constraints, and workforce planning strategies. Drive high performance by administering the performance management process timely, setting clear expectations, conducting performance evaluations, and implementing initiatives that enhance employee engagement, motivation, and retention.

Minimum and Preferred – Education, Experience, and/or Certifications

Required Qualifications for Role (necessary or mandatory)

• Bachelor’s degree required.

• Five (5) or more years of progressive leadership experience in higher education, student services, or a related field.

• Experience managing multi-campus or large-scale operations preferred.

• Demo