The Executive Director of Enrollment Services at Massasoit Community College oversees the activities within Student Central, providing integrated one-stop student service in the areas of admission, billing and payment, financial aid, registration, student records, student appeals and the Welcome Centers.

The executive director will provide collaborative, strategic leadership and operational management for Student Central, the Welcome Centers and Student Appeals in Brockton and Canton, serving all prospective, current, and former students of Massasoit. The executive director serves as an integral member of the Student Services & Enrollment Management Leadership Team, directing a continuous cycle of planning, implementation, and assessment to provide efficient and exemplary service to students. Serving as the Student Central, Welcome Center and Student Appeals team lead, the executive director coordinates and executes both short and long-term professional development for staff, with an emphasis on team building and cross-training.

Responsibilities and Duties:

Student Central/ Welcome Center Administrative Tasks

• Advises the Vice President of Student Services and Enrollment Management on student service matters and works collaboratively with other administrators, faculty, and staff to achieve college and division strategic goals and objectives.
• Oversees all Student Central activities on the Brockton and Canton campuses ensuring a positive, clean, and welcoming environment.
• Designs and oversees the implementation of a robust Welcome Center for new, transfer, and returning students, their families, and the community.
• Supervises and provides professional development support for all Student Central and Welcome Center staff. Designs and implements cross-functional training, resources, and processes for them in conjunction with the Student Financial Services and Enrollment Management Leadership Team.
• Develops and maintains a standard operating processing manual for Student Central.
• Acts as liaison between Student Central leadership and staff in Enrollment Services, Student Financial Services, and with other key campus partners.
• Ensures delivery of timely, accurate, and high-quality student service through regular assessment and training opportunities. This includes reports on effectiveness of Student Central, the Welcome Center, and the appeals process.
• Conducts constant workflow monitoring and recommends and/or directs continuous process improvements to impact the student experience with regards to Student Central and Welcome Center interaction with other Student Services and Enrollment offices.
• Maximizes the use of integrated software for office operations and service to students including the use of the Milestone Guidance App.
• Oversee targeted messaging campaigns to assigned student constituents to inform them of specific issues related to their enrollment, outstanding to do items and particular opportunities.
• Participates in development and administration of campus policies and procedures.
• Develops and administers departmental budget.
• Produces a monthly report (as directed) to summarize activities within Student Central, the Welcome Center and student appeals.
• Focuses on the Commonwealth's Equity Agenda by applying related best practices throughout all job functions.

STUDENT INTERACTIONS

• Provides effective and efficient enrollment services and referrals to students for college programs and services.
• Assists students with using interactive technology for applying to the college, including filling out the Free Application for Federal Student Aid (FAFSA), providing student ID cards, navigating and utilizing the My Massasoit Student Portal effectively, and triaging students during peak registration periods.
• Processes all the extenuating circumstance late withdrawal tuition appeals (about 500 per semester). This process includes reviewing applications, conducting research, contacting students, verifying documentation, determining the financial impact on students and making the final decisions on the appeals. Work with appropriate offices to streamline processes, specifically the Office of the Executive Director of Financial Services and the Registrar.
• Assists and advises students in the utilization of self-service options related to enrollment.
• Serves as an advocate for students and staff regarding enrollment-related matters at the college.
• Works as a member of the student onboarding process from admissions to registration.
• Fields student requests for exceptions to policy and determines which circumstances may be eligible; provides on-the-spot upper level enrollment services such as registration overrides and back-dating, among other similar functions, as appropriate.

COLLEGE COLLABORATIONS

• Establishes collaborative relationships with internal and external stakeholders to advance and promote student-centered enrollment policies and practices for credit and non-credit students.
• Serve as a member to the Campus Assessment Responses and Evaluation (CARE) Team, specifically as the case manager who assigns cases to select offices for immediate consolation, referral or resolution with the student.
• Identifies enrollment barriers for students and collaborates with Student Financial Services staff, the Enrollment Management Department Director and key campus partners to reduce and/or eliminate barriers and enhance the student experience.
• Provides staff with guidance in handling difficult or complex problems, and in resolving escalated complaints or disputes.
• Liaise with Information Technology to ensure all students have access to portal, Canvas and password resets.
• Reviews literature and attends professional meetings and trainings to keep current on federal, state and institutional regulations and policy changes.
• Maintains an in-depth understanding of FERPA (Family Educational Rights and Privacy Act of 1974) in order to explain this regulation, as needed, to students, external representatives, parents, faculty and staff.
• Serve on committees, including Banner/Enrollment Management Advisory Committee, Open House Committee, and New Student Orientation Committee, and other committees as directed.
• Participates in Student Services & Enrollment Management Leadership Team meetings and events.
• Performs other duties as required to enhance success of students and college initiatives.

Bachelor's degree in Education, Psychology, Communications, Counseling, Human Services, Management, Marketing or closely related field; minimum of five (5) years of progressively increasing professional experience that includes college admissions, academic counseling/advisement, enrollment services, financial aid, registration, or student accounts; minimum of two (2) years of experience in a professional supervisory capacity; general understanding of student regulations and policies in the higher education environment; significant experience working with technology used in higher education settings such as student information and data management systems or equivalent combination of education, training and experience. Proven track record of providing high quality customer service; experience interpreting and explaining policies and procedures; experience planning and conducting training in a higher education setting; excellent organizational, interpersonal and oral and written communication skills; and proven ability to work effectively with a diverse faculty, staff, and student body.

Preferred Qualifications:

Master's degree in Education, Psychology, Communications, Counseling, Human Services, Management, Marketing or closely related field; experience managing a customer service unit in a higher education setting; previous successful experience in an assistant director, associate director or director capacity within higher education; community college experience; fluency in a second language (e.g., Spanish, Haitian Creole, Portuguese, French); experience with the College's enrollment-related technology platforms including Banner, Argos, DegreeWorks, QLess, Maxient, Dynamic Forms, Mainstay, TouchNet, and Navigate.

Applicants who do not meet the qualifications as stated above are encouraged to put in writing precisely how their background and experience have prepared them with the equivalent combination of education, training, and experience required for the responsibilities of this position.

Position Status: Non-unit Professional, full-time, state funded with benefits.

Hours: 37.5 per week

Salary: $95,000- $110,000

Worksite: Assignments will include all Massasoit sites however, primary office is located at the Brockton campus.

Deadline to Apply: Open until filled with priority consideration given to applicants who apply by December 22, 2023 (dependent upon posting date).