IMPORTANT APPLICATION INSTRUCTIONS:

Upload Resume or Curriculum Vitae for automatic population of information to the application.The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.Review information and double-check all fields containing information that the system parsed – the software is intelligent, but you need to verify that the data is accurate.In the “My Experience” section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.

Note: If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years. You will then be able to attach your Resume/CV, as well as all other supporting documentation in the "My Experience" section of your application.

Job Description

SUMMARY:  

Reporting to the Vice President for Enrollment Management, and as part of the Enrollment Management leadership team, the Director of Red Hawk Central oversees a unit composed of One-Stop and Call Center operations serving both the Montclair and Bloomfield campuses. Red Hawk Central delivers front-facing support for registrar, financial aid, student accounts and other ancillary services. Red Hawk Central plays an integral role within the Enrollment Management division in that it supports all aspects of the various student life cycles including high school students, undergraduate, graduates and non-degree students.  The Director ensures Red Hawk Central’s student services meet the needs of the campus community. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Develop a comprehensive, multi-modality 1-Stop student service model which delivers front-facing support for registrar, financial aid, student accounts and other ancillary services.

Supervise a team of managers, professional and support staff, and student workers. Recruit, hire, train, develop and evaluate staff.

Liaise and monitor the efficacy of services provided by an external Call Center vendor.

Monitor customer service and satisfaction feedback and service analytics for the unit.

Monitor social media content and communication for the unit.

Work closely with the Deputy Vice President for Enrollment Management to coordinate and support retention initiatives for the division.

Work collaboratively with the offices of Institutional Research, Information Technology and the Director of Enrollment Management Data and Technology to collect, categorize and review pertinent data related to student satisfaction, inquiry resolution and enrollment management/retention

Serve as ambassador for the department representing the best interests of the unit and Montclair and clearly expressing ideas and concepts in regards to projects and tasks.

Serve as the fiscal agent for an annual budget of $2 million.

Perform other duties as assigned.

Management retains the right to add or change job duties at any time.

QUALIFICATIONS: 

REQUIRED:

Master’s degree from an accredited college or university in Student Affairs, Higher Education or related field.

Minimum of five years full-time professional experience working in a one-stop environment 

Minimum of three years full-time managerial experience.

Prior experience in a walk-in student service office or similar high customer service environment.

Prior experience with Student Information System or similar record products.

Strong verbal and written communication skills.

Dynamic leader skilled at fostering collaboration across all campus constituents. 

Experience serving as a fiscal agent.

PREFERRED: 

Experience working in a public university, preferably a school with a similar profile as Montclair State University.

Experience with Slate, Banner, Ellucian and/or Workday Student or other Student Information System.

Experience with Degree Works, TouchNet, Navigate, Engage or other Student Advisement tools.

Ability to demonstrate integrity and maintain the highest levels of diplomacy and confidentiality. 

Proficient in Spanish.

PROCEDURE FOR CANDIDACY
Applicants should include a resume and cover letter describing how their background, skills and education match the needs of the University. When applying, please take a moment to carefully read and follow the steps in the application instructions.

Department

Enrollment Management

Position Type

Administrative

Contact Information:

For questions or concerns, please contact Human Resources' Workday Recruiting Support at 973-655-5000 (Option 2), or email talent@montclair.edu.

EEO/AA Statement

Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.

Additional information can be found on the website at 
www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/

Title IX and 34 C.F.R. 106 Policy

Montclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities.  The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit: https://www.montclair.edu/human-resources/job-seekers/