Title: Associate Director of the Enrollment Management Center

Unit: Non-Unit Professional (NUP) 

Department: Enrollment Management Center (EMC)

Reports to: Dean of Enrollment Services

Date: December 1, 2025 

General Summary: Provides leadership, supervision, and management to the Enrollment Management Center under the general supervision of the Dean of Enrollment Management. This department provides direct enrollment support services to prospective, current and former students, the college community and the general public through a full service call center; conducts data processing for Admissions and the Registrar's office, takes a lead in outbound calls to prospective, new, and returning students to enhance enrollment and retention; assists in the testing, training, and implementation of student service technologies; promotes data accuracy and integrity, supports other departments and divisions within the college such as Institutional Research, Students Accounts, Financial Aid, Community Education, Business and Industry, and Academic and Student Affairs.

Duties and Responsibilities:

• Supervise and manages a full-service call center to provide fast, efficient enrollment related services to the college community and the general public; and maintain all necessary technology to support this call center. This includes implementing process enhancement solutions using current technology.
• Insure the availability of effective enrollment support services by telephone to prospective, current and former MCC students, the college community and the general public. These services include, but are not limited to, assisting students with credit and non-credit registrations and tuition and fee payments; responding to general and student specific inquires about free community college, college programs, courses, prerequisites, admissions, registration, processing course cancellations, financial aid, billing, and graduation.
• Collaborate with the Dean of Enrollment Services and department staff to design and implement policies and practices to optimize student enrollment at MCC.
• Collaborate with the Assistant Dean of Admissions in the design and implementation of a collaborative high-demand, international admissions applications, selective health program application and review process that includes recruitment staff, academic counselors, and appropriate academic program faculty and staff.
• Coordinate the operational stage of the dual enrollment process by working with the Dean of Admissions and other college staff.
• Coordinate all full-time, part-time, World Language Institute and online course evaluations by collaborating with the Associate Registrar and other support staff.
• Manage communications and outbound calls to prospective, new and returning students to enhance the college's enrollments and student retention.
• Launch email and texting campaigns.
• Collaborate with senior Enrollment Services staff to insure the most effective use of the college's student, admissions and enrollment technology to effectively achieve divisional and strategic plan goals.
• Supervise the process of maintaining the accuracy of all student record in the Banner Student Information System (SIS). Responsible for directing all phases of updating the Banner SIS system as necessary when duplicate student records are discovered. Manage the process of identifying and correcting all duplicate PIDM issues in the Banner SIS system.
• Manage the flow of admissions applications transferring between the CRM and Banner (SIS) that includes: merging accounts, correcting errors, creating new student files using Axiom Elite.
• Assure the transcript platform, Parchment, is transferring high school transcripts to the college and transcript requests are sent to other higher education institutions in a timely manner.
• Support the Withdrawal for Extenuating Circumstances process.
• Responsible for maintaining the colleges' student record folders in accordance with institutional, state, and federal regulations.
• Work with the Technology Center to create new Softdocs archive document types as needed for Enrollment Services and other departments and divisions throughout the college.
• Insure the fulfillment of student electronic transcript requests in accordance with the college's policy.
• Coordinate all aspects of the graduation application review and award process including the preparation of graduation review materials, necessary student notification, diplomas, and caps and gowns in accordance with an operational plan developed collaboratively with the Dean of Enrollment Services of the Registrar's office.
• Collaborate with the Institutional Research department in support of sustaining the highest level of institutional data integrity, assistance with various state and federal reports, and annual audits by the state and/or federal government.
• Continue report training that will allow Argos edit reports to be converted to Tableau reporting platform
• Reconcile missing and/or invalid data as published within the departments' edit (error) reports.
• Maintain call volume comparison report on a yearly basis using Avaya Systems.
• Design and implement an inter-departmental staff training program to ensure high quality customer service, the appropriate use of technology and a full understanding of all enrollment management policies, procedures and practices.
• Document all department policies and procedures.
• Support the professional developmental needs of all department staff.
• Serve on committees such as the Banner User Group (BUG), Faculty Staff Association (FSA), Enrollment Working Group (EWG), and other committees as needed.
• Promote and maintain responsive relations with all members of the college community.
• Maintain current knowledge of trends and practices in the field through peer association, attendance at seminars, study and review of literature.
• Perform other related duties as required.

• Master's degree in Business, Management, or Education.
• At least three (3) years of related experience; includes progressive experience with increasing level of responsibility with supervisory experience.
• Working knowledge of office procedures, practices, and polices in higher education or a related setting.
• Demonstrated proficiency in the use of, but not limited to, higher education information systems and basic computer software programs such as MS Office Suite, Softdocs Etrieve Suite, Parchment Send and Receive, 25Live Pro, SARS Anywhere, EAB Navigate, Ellucian's SIS Banner and Degree Works.
• Experience in interpreting quantitative and qualitative data.
• Excellent communication skills to include public speaking, report writing and executive level presentations.
• Project management and the ability to train staff.

Preferred Qualifications:

• Related experience in a higher education setting.
• Bilingual skills a plus 

Salary Range: $80,000 to $90,000 actual salary commensurate with academic background and experience. Employees of Middlesex Community College are considered employees of the Commonwealth of Massachusetts and receive benefits, which include:

• High-quality and affordable health insurance through the Commonwealth's Group Insurance Commission (GIC)
• Competitive Dental and Vision Plans
• Flexible Spending Account and Dependent Care Assistance programs
• Low-cost basic and optional life insurance
• Retirement Savings: State Employees' Pension or Optional Retirement Program (ORP) and Deferred Compensation 457(b) plan or 403(b).
• 12 paid holidays per year and competitive Sick, Vacation, and Personal Time
• Tuition Benefits for employees and dependents at state colleges and universities
• Short-Term Disability and Extended Illness program participation options
• Professional Development and Continuing Education opportunities
• Cell Phone Bill Discounts with Verizon and T-Mobile Cell Phone Carriers
• Access to the Commonwealth's Mass4You, employee assistance program
• Free employee parking on Bedford and Lowell campuses
• Eligibility towards Public Service Loan Forgiveness (PSLF)

Location: Lowell campus with occasional travel to Bedford as needed

Hours: 37.5 per week, schedule to be determined upon hire, this position will be eligible for a maximum of one day of telework in accordance with the College's telework policy.

Expected Start Date: January 2026

Application Deadline: December 22, 2025

About Middlesex Community College

At Middlesex Community College, everyone teaches, everyone learns. Collaborative in nature and innovative in practice, we educate, engage, and empower a diverse community of learners. Through transformative opportunities, we challenge and support every student to succeed and lead. Recognizing equity and inclusion as the foundation for excellence and creativity, Middlesex Community College meets the evolving educational, civic and workforce needs of our local and global communities.

Connections working at Middlesex Community College