The Director of Operations for Student Services leads the operations team for the office of the dean of students (DOS) and Postbac premedical program. Sitting within the broader operations and information systems department, this group is responsible for delivering operational, administrative and technological support to the DOS and Postbac premedical staff members via a shared service model. The director works closely with various members of the advising and student life leadership teams to identify, initiate and execute projects to implement technical solutions that improve efficiency and operational excellence. A majority of these projects will involve the customization and modification of enterprise applications to drive the adoption of technology platforms across the advising staff. The director must balance the demands of this client-facing role while also supervising an operations staff to ensure critical student services are being delivered in a manner consistent with the highest possible standards of service. Working with the senior associate dean of enrollment management and technology the director will ensure the dean of students receives the necessary operational support for key academic events and processes such as new student onboarding, graduation, major declaration and academic review. The director is responsible for the student data across the entire student life-cycle including the maintenance of multiple, complex technical platforms, document management systems and databases that are used in daily operations to record and facilitate a variety of academic processes.
Process Improvement and Analysis:
The director oversees the workflow processes for the DOS office, including but not limited to oversight of the Salesforce Advisor Link, OnBase, Enterprise Reporting, TimeTrade, SIS and Slate. Works with various GS constituencies to develop technical solutions that support their operations and serve current students. Additionally:
Works closely with the DOS Office, Postbaccalareate Premedical Program and the Office of Enrollment Management to ensure data quality control and facilitate reporting and assessment.
Uses data to influence decision-making around process improvements.
Liaises with reporting teams to equip the DOS with robust reporting resources aimed at improving student outcomes.
Effectively leads and executes projects throughout all stages of the project lifecycle from initiation to closure. Leverages tools like Asana to adhere to organizational project management procedures and expectations while practicing superb stakeholder management to ensure deliverables consistently exceed expectations.
Is the main person responsible for records management for DOS including SIS, OnBase, and other proprietary systems, to ensure timely and accurate management of data for all inquiries and records.
Supervises the operations/reception staff and is responsible for training and implementing policy guidelines with support, casual and work-study staff in operations/reception to ensure a high quality customer service environment for all constituents of GS. Occasionally covers the front desk to ensure proper staffing of the reception area at all times.
Fosters a supportive, collaborative and engaging environment by connecting staff with the role they play in helping our students achieve their goals.
Creates, documents, and implements policies, processes and procedures to enhance the operational delivery of student services.
Problem solving and systems thinking: Adept at resolving time-sensitive student issues as they arise while simultaneously devising systems to resolve root issues that prevent the recurrence of similar issues in the future.
Oversees the administration of the new student Academic Planning Sessions, the delivery of sensitive communications regarding academic awards and other student administrative projects.
Bachelor's degree and minimum of five years experience required. Tact, discretion and the ability to maintain complete confidentiality is essential. Passion and commitment to supporting non-traditional students and the mission of the School of General Studies required. Ability to prioritize and triage varying degrees of student issues or concerns. Excellent interpersonal, organizational, written and oral communication and analytic skills required. Demonstrated accuracy in handling detail work and excellent follow-through required. Must be able to work under pressure on concurrent projects with frequent interruptions and minimal supervision. Problem-solving skills required. Ability to exercise excellent judgment, to be innovative and to develop relationships with the broader Columbia community is essential. Ability to modify and create complex spreadsheets is required. Excellent technical (database management, report servers, spreadsheets) and computer, communication, analytical, and project management skills required. The ability to work independently, collegially, capacity and willingness to assume responsibility for all phases of the work of the office as needed. Experience implementing Salesforce Advisor Link, Slate or other CRM and database tools preferred as well as experience with Visio, Asana, G Suite and similar office tools.
Equal Opportunity Employer / Disability / Veteran
Columbia University is committed to the hiring of qualified local residents.
Internal Number: 505787
About Columbia University
Columbia University is one of the world's most important centers of research and at the same time a distinctive and distinguished learning environment for undergraduates and graduate students in many scholarly and professional fields. The University recognizes the importance of its location in New York City and seeks to link its research and teaching to the vast resources of a great metropolis. It seeks to attract a diverse and international faculty and student body, to support research and teaching on global issues, and to create academic relationships with many countries and regions. It expects all areas of the university to advance knowledge and learning at the highest level and to convey the products of its efforts to the world.