Director of the One Stop

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission.

At Howard University, we prioritize well-being and professional growth.

Here is what we offer: 

• Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
• Work-Life Balance: PTO, paid holidays, flexible work arrangements
• Financial Wellness: Competitive salary, 403(b) with company match 
• Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
• Additional Perks:Wellness programs, commuter benefits, and a vibrant company culture

Join Howard University and thrive with us! 

https://hr.howard.edu/benefits-wellness

 The Director of the One Stop Student Services Center provides visionary and operational leadership for a centralized hub that integrates student-facing services, including financial aid, student accounts, registration, and records. This position is responsible for delivering a seamless, student-centered experience by reducing barriers, streamlining processes, and ensuringtimely,accurate service. 

The Director leads a team of professional and student staff, develops service standards,leverages technology, and collaborates with cross-campus partners to support student success. This is anin-person rolerequiring high visibility and engagement with students, staff, and faculty. 

PRINCIPAL ACCOUNTABILITIES: 

• Ensure the delivery of integrated support for financial aid, billing,registration and records 

• Resolve escalated and complex student issues with empathy and professionalism  

• Develop training and resources that empower staff to support studentseffectively 

• Implement and manage service technologies (CRM, ticketing systems,self-service tools, knowledge bases) to improveefficiency 

• Monitor and evaluate service delivery metrics, including student satisfaction, wait times and resolution rates  

• Recommend and implement process improvements that enhance the student experience  

• Partner with financial aid, registrar, bursar,advising and IT to align policies and processes 

• Ensure consistent and clear communication with students through multiple channels (web, email, print, in-person) 

• Collect and analyze data to measure effectiveness andidentify opportunities of improvement 

• Prepare regular reports for senior leadership with recommendations for policy and operational changes  

CORE COMPETENCIES: 

• High energy, enthusiasm, and passion forthe work. 

• Must be a team player with the ability to successfullymultitask. 

• This position requires excellent verbal,organizational and time managementskills. 

• Exceptional customer service skills and the ability todemonstrate good judgment.  

• Capacity to learn and provide in-depth information and advice about the University and its programs. 

• Ability toestablish and maintain effective and harmonious work relations with students, faculty, staff, Universityofficials and thepublic. 

• Ability to communicate effectively both verbal and written thoughts,ideas andfacts.  

• Takes initiative to handle tasks and multi-tasks whiledemonstratinga high level ofaccuracy. 

• Committed to providing qualityassistance to a socio-economically diverse studentpopulation. 

• Demonstrated ability to provide innovative responsiveness to problem-solving within a teamenvironment. 

• Process-oriented and able to prioritize and manage multiple tasks in a fast-pacedenvironment. 

• Can exercise good judgment when faced with difficultdecision. 

• Must be able to travel and work evenings and other times asdeemed necessary for overall operations of theoffice. 

• Assist in the daily operations of the office 

• Abilitytosetprioritiesandmanage multiplehigh-prioritytaskssimultaneously. 

• Strong customer service skills 

• Ability tomaintain confidentiality and attention to detail areessential. 

• Excellent interpersonal skillsincluding the ability to listen and communicate in a professional and positivemanner. 

• Abilitytoestablishandmaintainharmoniousandeffectiveworkrelationswithstudents,staff,faculty,andthepublic. 

• MINIMUM REQUIREMENTS:  

  • Master’s degree in Higher Education, Student Affairs, Businessadministration or a related field 

  • At least 7 years ofprogressively responsible experience in enrollment services,financial aid,registrar or other related fields 

  • Proven leadership experience including managing cross-functional teams 

  • Demonstrated ability to streamline complex processes and lead organizational change 

  • Excellentcommunication,problem-solving and interpersonal skills 

  • Commitment to equity,inclusion and student-centered services 

  • Availability to work on campus full time 

   

   

  PREFERRED QUALIFICATIONS: 

   

  • Experienceestablishing or managing a One Stop Student Services model 

  • Knowledgeof federal and state regulationsimpacting financial aid, studentaccounts and academic records 

  • Experience with service technology implementation (CRM, ticketing, chatbot or knowledge management systems) 

  • Evidence of innovation practices in improving student experience  

Compliance Salary Range Disclosure

Expected Pay Range: $115,000 to $120,000