General Summary of Position:
This being an internal opportunity, only current UML Employees, irrespective of Bargaining units are eligible to apply for this position.
The Solution Center offers integrated student services to support the financial aid, registration and student billing functions, and partners with our academic services advising teams in the Centers for Learning, Advising, and Student Success to create a multi-service, student centric operation to support students’ overall success. In addition, the Solution Center plays a key role in admissions events and in supporting newly accepted students as it relates to financial aid and facilitating financial planning sessions for new students as part of the on-boarding process. The Solution Center creates a culture of student service by assisting students with professional staff uniquely trained to render full-service assistance and excellent customer care using the university’s CRM implementation achieving the university’s enrollment goals, establishing and building a service team to improve retention of existing students, and helping the team to adopt and implement industry best practices and to use the university CRM to drive best results.
The Director will be responsible for providing leadership and full management of The Solution Center. The Director will work with the associate director to hire, train and supervise professional and support staff responsible for delivering quality student service. Other primary responsibilities include fostering a strong culture of student services, team-building, direction and goal setting of The Solution Center, implementation of policies and procedures, providing interpretation and compliance of various academic policies, federal/state and institutional policies, ensuring timely and accurate information through various communications strategies, and leading continuous improvement in the delivery and experience of student services through the use of technology and staff.
The University of Massachusetts Lowell is committed to increasing diversity in its faculty, staff, and student populations, as well as curriculum and support programs, while promoting an inclusive environment. We seek candidates who can contribute to that goal and encourage you to apply and to identify your strengths in this area.
Minimum Qualifications (Required):
Bachelor’s Degree
- 7-10 Years of progressive experience in one of the three main functional areas including five years of supervisory experience.
- Strong Collaboration skills.
- Ability to work with a diverse population.
- Strong computer skills in Microsoft Office Suite, publishing and databases.
- Strong organizational skills and flexibility to adjust to changing priorities.
- Strong oral and written communication skills.
- Extensive CRM experience.
Additional Considerations:
- Must have technological knowledge and understand the importance of technology to delivery of enrollment and academic services.
- Demonstrated success in service delivery and problem-solving.
- Advanced problem identification, critical thinking, and problem-solving skills.
- Good judgment and solid decision-making ability.
- Collaborative abilities.
Preferred Qualifications:
- PeopleSoft Campus Solutions experience preferred
Special Instructions to Applicants:
This being an internal opportunity, only current UML Employees, irrespective of Bargaining units are eligible to apply for this position.
This is an SEIU 888 Professional Union position, Grade P20.
Initial review of applications will begin immediately, and continue until the position is filled. However, the position may close when an adequate number of qualified applications is received.
Please include a resume and cover letter with your application. Names and contact information of three references will be required at the time of application.
