Associate Directof of Bison One Stop

The Talent Acquisition department hires qualified candidates to fill positions which contribute to the overall strategic success of Howard University. Hiring staff “for fit” makes significant contributions to Howard University’s overall mission.

At Howard University, we prioritize well-being and professional growth.

Here is what we offer: 

• Health & Wellness: Comprehensive medical, dental, and vision insurance, plus mental health support
• Work-Life Balance: PTO, paid holidays, flexible work arrangements
• Financial Wellness: Competitive salary, 403(b) with company match 
• Professional Development: Ongoing training, tuition reimbursement, and career advancement paths
• Additional Perks: Wellness programs, commuter benefits, and a vibrant company culture

Join Howard University and thrive with us! 

https://hr.howard.edu/benefits-wellness

JOB PURPOSE:

The Associate Director of the One Stop Student Services Center supports the delivery of a seamless, student-centered experience by assisting with the leadership and daily operations of the Center. Working closely with the Director, the Associate Director helps integrate student-facing services—including financial aid, student accounts, registration, and records—into a centralized hub that reduces barriers, streamlines processes, and ensures timely, accurate service.

This position directly oversees One Stop professional and student staff, ensuring service standards are met and day-to-day operations run smoothly. The Associate Director assists in developing and implementing policies, service protocols, and staff training, while also leveraging technology and data to improve efficiency and student satisfaction.

In collaboration with the Director, the Associate Director engages regularly with campus partners, students, staff, and faculty to foster a culture of service excellence and continuous improvement. This is an in-person role requiring a strong presence in the Center and a high level of engagement with the University community.

SUPERVISORY AUTHORITY:

This position will oversee the 9 student service specialists.

 NATURE AND SCOPE:

The Associate Director, Bison One Stop is a senior operational leader responsible for day-to-day oversight, staff supervision, service delivery, and continuous improvement of the University’s unified student service center. Reporting to the Director of the One Stop, the Associate Director ensures that the Bison One Stop functions as an efficient, student-centered, and highly coordinated operation that reduces administrative barriers and enhances the overall student experience.

The Associate Director manages the Bison One Stop professional staff and student employees who deliver Tier 1 and Tier 2 enrollment services. This role requires deep knowledge of enrollment processes, exceptional leadership skills, and a commitment to Howard’s culture of truth, service, and kindness. The Associate Director plays a central role in establishing service standards, ensuring accuracy, supporting cross-unit alignment, and serving as the operational backbone of The Mecca Hub.

PRINCIPAL ACCOUNTABILITIES:

• Manage the daily operations of the One Stop Student Services Center, ensuring seamless, efficient, and student-centered service delivery across financial aid, student accounts, registration, and records.

• Directly supervise professional staff including hiring, training, coaching, and performance evaluation to promote a high-performing, service-oriented team.

• Implement and monitor service protocols, quality standards, and performance metrics to ensure timely, accurate resolution of student inquiries and transactions.

• Work closely with the Director and campus partners to streamline processes, resolve complex issues, and improve the overall student experience.

• Leverage technology, data, and analytics to identify efficiencies, enhance workflows, and recommend system/process improvements.

• Maintain a visible presence in the Center, engaging with students directly to ensure concerns are addressed and feedback informs service enhancements.

• Assist in the development and implementation of policies and procedures that align with university, state, and federal regulations.

• Ensure consistent and clear communication with students through multiple channels (web, email, print, in-person)

CORE COMPETENCIES:

• Ability to motivate, coach, and develop professional and student staff while fostering a culture of accountability and service excellence.

• Commitment to providing exceptional service experiences, with strong empathy, patience, and problem-solving skills.

• Skilled at working across departments and with diverse stakeholders to achieve shared goals and resolve complex issues.

• Exceptional customer service skills and the ability to demonstrate good judgment.

• Strong organizational skills with the ability to manage workflows, set priorities, and ensure smooth day-to-day operations

• Ability to establish and maintain effective and harmonious work relations with students, faculty, staff, University officials and the public.

• Excellent written, verbal, and interpersonal communication to effectively engage with students, staff, faculty, and administrators.

• Ability to use data, metrics, and technology to evaluate processes, improve efficiency, and inform decision-making.

• Capacity to manage change, navigate competing priorities, and remain calm under pressure in a fast-paced environment.

• Understanding of higher education regulations and policies related to financial aid, registration, student accounts, and records.

• Process-oriented and able to prioritize and manage multiple tasks in a fast-paced environment.

• Comfortable leveraging student information systems, CRM platforms, and other technology tools to improve service delivery.

• Must be able to travel and work evenings and other times as deemed necessary for overall operations of the office.

• Assist in the daily operations of the office

• Ability to set priorities and manage multiple high-priority tasks simultaneously.

• Ability to maintain confidentiality and attention to detail are essential.

• Excellent interpersonal skills including the ability to listen and communicate in a professional and positive manner.

• Ability to establish and maintain harmonious and effective work relations with students, staff, faculty, and the public.

MINIMUM REQUIREMENTS:

• Bachelor’s degree required; Master’s degree preferred

• 3-5 years of experience in higher education services or related administrative functions

• At least 2 years of supervisory or team leadership experience, ideally overseeing professional staff

• Understanding of student information systems, registration, financial aid, and student accounts

• Strong organizational, problem solving and project management skills

• Excellent communication, problem-solving and interpersonal skills

• Availability to work on campus full time in person

PREFERRED QUALIFICATIONS:

• Demonstrated ability to work in a fast-paced, student focused environment

• Experience with service technology implementation (CRM, ticketing, chatbot or knowledge management systems)

• Evidence of innovation practices in improving student experience

Compliance Salary Range Disclosure

Expected Salary Range: $80,000 - $95,000