The University of Northern Colorado (UNC) Office of Admission seeks an inclusive, innovative and enthusiastic professional colleague to join our team. The Assistant Director of Graduate and International Operations plays a vital role in maintaining and improving the functionality and technical operations for prospective and incoming graduate and international students utilized for recruitment, application review, document management and enrollment communications. This individual will supervise the graduate and international processing team who serve as a secondary point of contact for prospective and incoming graduate and international students regarding admissions requirements and university procedures. The Assistant Director of Graduate and International Operations is responsible for maintaining accurate internal process documentation and coordinating the internal communication of updates to graduate and international admissions policy including requesting updates to standard communications, student application portals and course catalog content.

The Assistant Director of Graduate and International Operations works collaboratively and cooperatively with staff, faculty, and administrators from Admissions, the Graduate School, Extended Campus, and Office of Global Engagement to create more efficient systems, process workflows and implement students-first initiatives to support graduate and international operations. Reporting directly to the Associate Director of Admissions Operations, the Assistant Director of Graduate and International Operations will support an iterative process of continuous improvement in partnership with supervisors, CRM Program Manager, and Assistant Director of Undergraduate Operations, to implement updates to system configurations, process workflows, and communications strategies. As a member of the admissions team, the Assistant Director of Graduate and International Operations is expected to model standards of excellence and ensure service values are upheld at all times, especially when serving individuals and groups from a variety of backgrounds, abilities and identities.

Application Processing (Essential 30%):

• Train, supervise and lead the team responsible for graduate and international admissions operations, including application processing, record management, assigning residency, document indexing, decision release, deferral and program changes, fee waiver requests, etc.
• Train your team in the use of the Slate CRM as needed to maximize efficiencies and maintain confidence in process and workflows
• Use independent judgment to solve application and process-related issues as they arise; Troubleshoot and identify root causes often attributed to the graduate and international applications, rule assignments, supplemental forms, and workflows in the Slate Technolutions CRM
• Responsible for managing the criminal disciplinary check process, crime conviction appeals and circumstances of academic discipline identified on graduate and international student applications
• Serve as the primary admissions contact for UNC’s Primary Designated School Official (PDSO) in their inquiries and requests for support from staff in the Office of Global Engagement and International Student and Scholar Services
• Work in collaboration with the undergraduate processing team to ensure policy-compliant procedures exist for undergraduate international students; Attend trainings and maintain ongoing awareness of how to process undergraduate international applications
• Maintain an accurate/thorough knowledge of University polices, regulations and rules to advise students, faculty, staff and public in evaluation of graduate and international academic records; Students must be advised properly to meet admissions requirements and submit required and optional requests for additional information equitably

Application and Record Management (25%):

• Serve as a key database and technology knowledge source for the graduate and international processing team, training on and documenting best data practices and workflows.
• Responsible for ongoing and annual maintenance, updates and testing of all Graduate School and Office of Global Engagement application forms (CAS system applications, Slate-hosted applications), supplemental update and deferral request forms, operational imports, system integrations, and database configurations
• Coordinate routine admission data cleanup processes ensuring the timely opening and closing of application terms and programs, student records, reader and workflow configuration, rule and population updates, bin management, and application logic
• Supports the development and usage of queries to find applications which were missed through normal workflow channels to ensure their completion and appropriate processes
• Complete end of term processes and procedures including conditional/provisional, admission changes, banner student holds, internal transcript requests, etc. for graduate and international students
• Coordinate and run weekly Graduate Change Request meetings; identify additional or alternative opportunities to remove information gaps between key campus partners in need of updates, training, etc.
• Assist in the creation of system documentation and training materials, provide support and training for new and current internal employees using Slate including the development of self-directed training materials and process documentation
• Work in partnership with the CRM Program Manager responsible for evaluating and responding to Slate user requests; Communicate appropriate access permissions including roles, reader forms, populations, etc.

Recruitment Support (Essential 20%):

• Serve as the primary contact regarding graduate and international admissions for the Graduate School, Office of Global Engagement, and Bear Central; Lead efforts to proactively cooperate and communicate changes and updates to graduate and international admissions programs, requirements, policy, etc.
• Prioritize updating of existing queries and reports, and provide ad hoc lists as appropriate, to assist with recruitment efforts of graduate and international students
• Prioritize information sharing and upholding of service standards for processing staff, student processing assistants, and temporary staff in all communications with graduate and international students via email, sms/text, and occasionally in-person
• Work in partnership with the enrollment marketing and communications team to facilitate requests to update or develop new automated communications for graduate and international students at all stages in the enrollment process; ensure communications are accurate, timely and brand-aligned
• Coordinate requests from the Graduate School and/or Office of Global Engagement to aid with staffing of graduate and international recruitment events on and off-campus
• Empower faculty and staff end-users working in the Slate CRM through coordination of opportunities to receive and request training; Consider opportunities to host annual trainings for grad and international end-users

Strategic Planning & Innovation (Essential 20%):

• Identify and propose creative and innovative ways to improve business process across all stages of the graduate and international enrollment funnel; Proactively consider downstream impacts resulting from updates or changes to business process and/or system integrations
• Assist with the development of strategies to continually grow and develop efficiencies and automations within graduate and international enrollment operations
• Work collaboratively and cooperatively with key stakeholders to communicate needs and support implementation of new processes and systems
• Identify areas of technological and process improvement that support the university’s strategic plan; Regularly seek to improve process automation and explore technology applications related to enrollment
• Collaborate with the Associate Director of Operations to validate data and reports before they are published to ensure accuracy; Assist in the creation and maintenance of queries and reports to evaluate efficiencies and correct records, business processes and workflows
• Streamline processes, document workflows, and find opportunities for operational efficiencies within and between departments across the admission lifecycle
• Stay abreast of college admission trends and attend relevant professional development conferences
• Creation of new project implementation: Propose, lead and contribute to strategic information system projects as approved and directed by the Associate Director of Operations

Other duties as assigned (5%)

• Identify learning and professional development opportunities; advocate for yourself and your team to grow talents and skills to help the organization reach bold and challenging goals
• Provide support with undergraduate, graduate and international application processing during peak times and/or as needed to meet established service standards
• Leverage training and professional development opportunities of staff as opportunities arise

Minimum Qualifications:

• A Bachelor’s degree from regionally accredited university, or an equivalent combination of education and at least 2 years of experience from which comparable knowledge and skills can be acquired (Experience working in a higher education and/or enrollment management environment is preferred).
• Minimum of 3 years of experience working with a CRM database system (preferably Slate Technolutions) performing system setup and configuration of customer-facing processes.
• Strong communication and customer service skills are essential to work well with staff and faculty in multiple departments to facilitate, troubleshoot, and educate.

Preferred Qualifications:

• 2 years experience working within complex CRM databases, constituent information systems, data structures, application software and related business processes; Preferred system experience includes higher education CRM software, especially Technolutions Slate; knowledge of Ellucian Banner Database, CAS Application Systems, Parchment and related document services is helpful.
• Familiarity with annual admission cycles and graduate and international student processing and workflows is preferred.
• The successful candidate will have excellent verbal, written, and interpersonal skills.
• Ability to think critically and creatively; desire to continuously problem-solve using strong organizational, analytical, and detail-oriented skills.
• Demonstrated experience with compliance and adherence to established guidelines, policies, and procedures.
• Experience supporting or providing technical training to audiences with varying levels of technical understanding.
• Preferred experience managing, analyzing and improving efficiencies within higher education information systems and related business processes.
• Demonstrated commitment to service excellence, inclusion, equity and diversity.
• Ability to work with confidential constituent information in a discreet and confidential manner.
• Experience supervising professional staff in a remote setting.

Please see the complete posting and apply on UNC website:  https://careers.unco.edu/postings/5444