Job Details

Associate Director - Student Services & Resolution Management - UTK
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Position Number: 6025858
Location: Chattanooga, TN
Position Type: Student Affairs and Services

Associate Director - Student Services & Resolution Management - UTK
Knoxville, TN, United States

Job Identification: 1770
Job Category: Student Services
Posting Date: 02/20/2025
Job Schedule: Full Time
Locations: 1331 Circle Park, Knoxville, TN, 37996, US

Job Description
The Office of of Student Services & Experience at the University of Tennessee, Knoxville (UTK) invites applications and nominations for our Associate Director - Student Services & Resolution Management position. We are seeking candidates who can contribute in meaningful ways to enhance the accessibility of higher education, fostering a diverse and inclusive academic environment, and improving the recruitment and graduation of our students. The University of Tennessee, Knoxville, has been ranked by Forbes as one of America's best large employers as recognized on the 2024 list.

Applications received within the first 2 weeks (14 days) of the job posting date will receive priority review.

The target starting salary for this position is $68,000 - $73,000, depending on experience and qualifications.

Responsibilities
This is an on-campus position with some hybrid/remote work schedule flexibility.

The Associate Director - Student Services & Resolution Management will be part of the Student Services & Experience team in the Division of Enrollment Management (EM). This position will directly report to the Assistant Vice Provost for Student Services & Experience. The responsibilities of this position include providing guidance, management, leadership, and direction for customer service and engagement within Enrollment Management and Bursar teams with a strong student-centered lens and commitment to the Volunteer Experience. The primary role will involve managing complex and escalated issues and collaborating with various campus units and leadership to resolve them with a consistent and equitable approach. Additionally, this position will lead the development and implementation of a customer service curriculum across EM, as well as overseeing training and best practices to monitor and evaluate customer service expectations within the division. Cultivating and maintaining strong campus relationships with established service agreements and processes to ensure consistency in customer service across units will also be a key focus. This position will require a deep understanding and expertise in student enrollment and retention operations and will serve as a voice in recommendations related to refinement of policies and procedures supporting the Volunteer Experience. This role will also have the ability to provide front-line support when necessary.

Qualifications
Required Education and Experience:

Bachelor's Degree-

3 or more years of progressively responsible experience in customer service related field

Preferred Education and Experience:

Master's Degree-

Experience in higher education, specifically areas of enrollment, student life, student success, admissions, financial aid, registrar, and/or bursar/student financial accounts

Required Knowledge, Skills, and Abilities:

Exceptional customer service skills and knowledge of basic service etiquette

Deep understanding and demonstrated expertise in student enrollment and retention processes

Exceptional oral and written communication skills; public speaking skills

Ability to write clearly, concisely, and correctly

Ability to engage and interact effectively with people of all ages and diverse backgrounds

Ability to work as a team member

Ability to analyze and interpret data and make independent decisions, responsible for decisions

Ability to attend meetings, events, functions on and off campus and work weekends and evenings as required

Ability to meet expectations in a fast-paced, dynamic, customer-oriented environment

Highly motivated, focused, and results-oriented

Preferred Knowledge, Skills, and Abilities:

Knowledge of higher education, enrollment services, and student development

Knowledge of the University of Tennessee, Knoxville, including institutional and unit policies, procedures, and processes

Benefits:

University of Tennessee employees are eligible for a comprehensive suite of benefits that includes:

Generous paid leave, accruing up to 24 days of vacation and 12 days of sick leave annually, plus 14 paid holidays and administrative closing days

Flexible work arrangements, offering a hybrid schedule to most team members

Education benefits for employees and their dependents at UT System campuses

Retirement and deferred compensation plans, including 401(k), 403(b), etc.

Comprehensive medical, dental, and vision insurance plans

Employee discounts to attractions, services, and goods

The Division

The Enrollment Management (EM) division comprises more than 190 full-time staff who serve our students through the following departments and functions: Undergraduate Admissions, International Recruitment, Transfer Center, One Stop Student Services, Financial Aid and Scholarships, the Center for Financial Wellness, University Registrar, Pre-college Research Excellence Programs, EM Research & Analytics, EM Communications, and EM Operations. The Division of Enrollment Management is committed to our Vision, Mission and Values. We are passionate about fulfilling our land-grant mission of accessible education and making an impact that will transform lives through the student experience.

The University of Tennessee, Knoxville is the state of Tennessee's flagship university and is classified as a Carnegie Research 1 institution. As a land-grant university and as Volunteers, serving our state and nation is key to our mission. UT enrolls over 35,000 students (more than 6000 graduate/professional students) at its Knoxville campus. Led by the example of our Chancellor's Cabinet and their Principles for Engagement, the University of Tennessee, Knoxville, builds and supports an inclusive community that provides opportunities to lead, serve and engage as Volunteers and citizens. We strive to create a welcoming community rich with diverse experiences. We seek colleagues who are committed to teamwork and have a passion for working with and serving all constituents. We especially seek candidates who have an ability to contribute in meaningful ways to the goals of the university.

The Knoxville Community: Nestled in the foothills of the Great Smoky Mountains, Knoxville has a metropolitan statistical area population of more than 850,000 people. We enjoy a dynamic culture that includes numerous theaters and museums, a vibrant and diverse music scene including a symphony orchestra and an opera company, world-class restaurants, numerous cultural festivals and an active downtown market square. Surrounded by lakes and the Tennessee River, the Knoxville area boasts wonderful year-round water activities, including boating, fishing, and swimming that make for scenic and breathtaking views of the area. Knoxville is located within easy driving distance to Asheville, Nashville, Atlanta, and the Great Smoky Mountains, and a day's drive to Memphis, Chicago and Washington D.C.

For full consideration, applicants should submit a cover letter detailing relevant experience along with a resume and the name, e-mail address, and telephone number of three to five professional references. References will not be contacted without explicit permission of the candidate.

About Us
With over 225 years dedicated to education and research, and as one of the 100 largest employers in Tennessee, there is endless potential to discover at the University of Tennessee, Knoxville. This advanced academic center comprises 17 degree-granting colleges and schools, 900+ programs of study, 547 graduate programs, and is home to over 7,500 employees statewide who support the continued growth of the state's flagship land-grant university. The University of Tennessee Institute of Agriculture, Anthropological Research Facility, Space Institute, and the UT Institute of Public Service are acclaimed entities of the UT system and with nearby affiliate, Oak Ridge National Laboratory, Rocky Top is a university on the rise. UT Knoxville considers its employees its number one asset and with values that focus on work-life balance, compensation, and innovative leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices that attract and retain a diverse community and that support a culture where everyone matters and belongs. Apply today and join the Vol Family for life!
Ranked nationally as "Best Employer for New Graduates", "One of America's Best Large Employers", "Best Workplace for Women," and has been designated as "Best Place for Working Parents" by Forbes Magazine.

To apply, visit https://fa-ewlq-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/1770/?mode=location