Assistant Manager of Enrollment Center - Miami University in Oxford Ohio

Unfortunately, this job is expired as of 8/30/2014.

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Miami University

Oxford, Ohio

United States

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Detailed Job Description

The Assistant Manager will oversee the office's day-to-day operations, which includes but is not limited to staff supervision, training and documentation, and ultimately ensuring that customers receive excellent service. The Assistant Manager must be customer-centric and have the ability to provide service according to processes and policies but also look for and implement changes to enhance the customer experience through technology, improved processes and staff training programs.


-Directly supervise six Enrollment Center (EC) Student Services Specialists, one Administrative Associate, and student employees; assist with planning and coordinating employee hiring, training, and assessment
-Coordinate staffing schedules for EC Student Services Specialists, Administrative Associate and student employees to ensure adequate coverage in daily operations that include in person, phones, chat, e-mail and other processing
-Coordinate and oversee effective customer service and cross-functional training program for new staff, as well as an on-going refresher training program for existing staff
-Work in collaboration with liaisons from the Bursar, University Registrar, and Student Financial Assistance offices to stay current on office policies and procedures and to resolve issues needing escalation beyond the EC
-Manage the day-to-day relationship with outside vendors such as an outsourced call-center
-Serve as the primary point of contact for all Veterans Affairs questions and procedures
-Analyze and interpret complex data and performance metrics and make independent decisions as well as identify areas of improvement for EC operations and/or staff development
-Answer questions in person, on the phone, from e-mail, or written correspondence to resolve problems and address concerns from students, parents, faculty, staff, and other third parties in the areas of registration, financial aid, student accounts/billing, and other related functions
-Ensure that excellent service is provided to all customers and that problems are resolved in an efficient and effective manner; provide support for problem escalation to ensure that the appropriate offices/staff are involved
-Use investigation, professional judgment, and individual discretion, as appropriate; follow through on issues until resolved, providing necessary correspondence and contact with students or third parties; contact student advisors, academic divisions, or other university departments to clarify situations, as necessary; intercede and/or advocate on the student's behalf
-Act as a representative of the enrollment center to students, faculty, staff, and the public concerning issues requiring interpretation of policies, procedures, and programs related to but not limited to enrollment management functional areas
-Provide support, resolve issues, and maintain accurate training and documentation for areas such as, but not limited to:
---Registration, account holds, cancellation, withdrawals and re-enrollment
---Transcripts, degree audit reports (DAR), and transfer credit evaluations
---Room scheduling
---Veteran Affairs
---Billing, fees, fee waivers, and refunds
---Financial aid eligibility, disbursement of aid, and entrance and exit interviews
---FAFSA, loans, promissory notes, scholarships

-Assist with development and implementation of new and innovative technology ideas and/or process solutions to enhance student services that meets the changing needs of students
-Work in collaboration with the Enrollment Center Manager and Enrollment Communications to ensure that timely, customer-friendly updates and communications are provided to students via publications, announcements, e-mail messages, social media, digital signage and other communication tactics
-Assist with development of EC presentation materials and deliver presentations at orientation(s) and other outreach efforts
-Keep up-to-date with University and departmental policy changes, in addition to federal and state changes impacting the enrollment center function and update documentation as needed; engage in professional development to stay current
-Participate in and actively present at state, regional, and national conferences when possible
-Other duties as assigned

Basic Qualifications

Bachelor's degree and two or more years of progressively more responsible work experience in a customer-service focused and/or operations related function, Master's degree will be considered in lieu of years of experience; two or more years of supervisory/management experience; ability to serve customers graciously, quickly and accurately; excellent oral and written communications skills; presentation skills; working knowledge of spreadsheets (MS Excel), word processing (MS Word), internet; ability to communicate and interact effectively with people of all ages and diverse backgrounds; must be able to attend functions off campus and work evening and weekend hours as needed.

Preferred Qualifications

Two or more years of experience working at an institution of higher education in a function related to Bursar/Student Accounts, or Registration/Records, or Financial Aid; knowledge of and experience with Miami University, including institutional and unit policies, procedures, and processes; experience coordinating and implementing staff training; demonstrated project management experience; experience with data mining, reporting, analytics; working knowledge of Gmail, Google documents, and student records software such as Ellucian Banner; excellent problem-solving and time management skills; ability to manage multiple priorities.

Special Instructions to Applicants

Applicants will be asked to submit cover letter, resume and list of three references when applying for this position. Inquiries can be directed to

Keyword Phrases

  • Enrollment Management
  • Assistant Manager of Enrollment Center
  • #1 Nationally for best teaching
  • Opportunities for growth and advancement
  • Inclusive, equitable working environment
Employment Type:Administrative Staff
Degree Required: See Job Description
Experience: See Job Description
Level of Job: Manager
Salary: See Job Description
Type of School:Research University
Application Requirements: CV/Resume
Cover Letter