Director of the One-Stop Center For Campus Enrollment Services
The University of Texas at Austin (Enrollment Management)
October 5, 2018
Full Time - Experienced
Administration, Executive/VP, Student Services
The University of Texas at Austin is investing in a new One-Stop Center for services and information related to students’ enrollment, so that they can more easily access resources related to registration, financial aid, student records, and more. This new One Stop will remove barriers so students can more quickly and easily access the information and services they need to support their enrollment and timely graduation. The Center will maximize service, minimize wait time and referrals, and support student success (retention, persistence, and timely graduation) while maintaining our high standards for compliance. We expect to break ground on the physical space this winter and open in academic year 2019-20.
The University is looking for a strong leader to direct this Center, a collaboration between the Office of Enrollment Management, Financial and Administrative Services (FAS), the Division of Student Affairs, other administrative offices, and colleges and schools. Currently, a team of approximately 15 key staff members are collaborating on the design of space, programming, technology, and staffing at the One-Stop Center for Campus Enrollment Services. A Governing Committee of key Home Office leadership and advisers will support their effective implementation. UT Austin is seeking a strong, inclusive, customer-service-oriented leader to direct the new Center, in close partnership with home office leadership and key staff.
This Center will be core to the student success strategy of the University and represents a significant investment in the student experience at UT Austin. This position represents an opportunity to lead, design, and build the Center from the ground up, with full support and investment from the University and the Office of Enrollment Management.
THE ROLE OF DIRECTOR FOR ONE STOP CENTER Reporting to the Senior Vice Provost for Enrollment Management, the Director will provide strategic leadership and operational management for a new one-stop center for campus enrollment services, in service of meeting University enrollment goals.
Specifically, the Director will:
Lead plan, implement, and assess strategies necessary to provide effective and exceptional student service in collaboration with Enrollment Management units and key campus partners.
Support student success outcomes by ensuring the Center meets productivity, quality, and customer-service standards—standards the Director should establish in partnership with Enrollment Management leadership and campus stakeholders.
Design and implement cross-functional training, resources, and processes to build a strong, innovative student services team, in part by providing ongoing staff development and performance management for One-Stop team.
Contribute to the design and selection of, and oversee the development and adoption of, technology tools that mediate and improve students’ interactions with the Center, that provide students timely, accurate, and easy-to-find information, and that offer the capability to complete transactions. Director should stay attuned to new technologies and approaches that enable high-quality service experiences across industries.
Oversee effective, timely, and responsive communication and outreach efforts, including branding, website, social media and other publications and artifacts.
Assess and report on effectiveness of the one-stop student services center to support student success and continuous improvements for the Center and its staff.
Lead a One-Stop Governing Committee to engage with the campus, and participate in university committees and processes, contributing to student success initiatives as appropriate.
UT Austin seeks a leader who has the customer-service mindset, creative and collaborative orientation, and track record of experience to launch and lead an excellent Center. This person will be a strong advocate for students with a depth and breadth of understanding of the barriers they can face to enrollment, and a passion for improving the service and the systems that students encounter on their journey. While no single candidate may have all of the ideal qualifications, UT Austin prefers candidates with the following experience and abilities:
Significant experience managing a customer-service-focused unit in a large institution of higher education, including experience leading an organization through change and a commitment to sound change-management practices;
Knowledge of financial aid, registration and student records, student accounts receivable, and/or academic advising, and enthusiasm for collaboration with home offices in those areas, to ensure compliance with policies and maintain strong and engaged partnerships to assess processes.
A relentless commitment to making higher education accessible and manageable for all students; a dedication to helping students from underrepresented groups and first- generation students achieve success;
Ability to thoughtfully integrate technology into workflows in order to communicate clearly and track cases to resolution;
Experience leading and supervising a large team, developing and administering comprehensive programs, conceiving of and facilitating events and training materials, managing professional and support staff and budgets, and interpreting and developing policies;
Dedication to continuous improvement, knowledge of program evaluation and improvement practices, and commitment to the use of data to measure success.
About The University of Texas at Austin (Enrollment Management)
The University of Texas at Austin (UT Austin) is one of the largest public universities in the
United States and is the flagship of the University of Texas System. The University is a driver
of economic and social progress, serving its citizens as a leading center of knowledge and
creativity. With origins that trace back to the 1827 Mexican government constitution for the
state, the University has grown to a 431-acre main campus, enrolling over 51,000 students
studying in nearly 120 bachelor degree programs and over 220 graduate programs across 18
colleges and schools, with a faculty of 3,100 supported by 21,000 professional staff. UT
Austin is widely known and respected for its academic stature and impact, ranking 18th
among American public universities by the 2017 U.S. News and World Report. With programs
in business, education, engineering, and law among the top 20 in the nation, UT Austin’s
academic strengths span virtually all major disciplines. Faculty members are preeminent in
virtually all fields of research and scholarship with sponsored projects awarded totaling
nearly $600 million a year.
The University is made up of 18 schools and colleges, including the ...new Dell Medical School.
The University is highly ranked nationally and internationally, with more than 40 graduate
programs ranked among the top 10 in the nation and four programs ranked No. 1, according
to US News & World Report’s 2018 edition of “Best Graduate Schools,” including such
disciplines as education, business, communication, engineering, Earth sciences, humanities,
information, law, natural sciences, pharmacy, social work, and the social sciences.
Internationally, the London-based Times Higher Education lists the university 34th in its
World Reputation Rankings; the UAE-based Center for World University Rankings lists the
university 32nd; and U.S. News & World Report lists the university 30th in its Best Global
Universities Rankings. The College of Education is currently ranked 11th in the US by U.S.
News & World Report and 6th globally by faculty research productivity by the Center for World
The University is in the midst of a period of dramatic expansion and development. Over the
past five years, the University has added numerous new buildings to the main campus,
including the new Liberal Arts Building, the Gates Computer Science Complex and Dell
Computer Science Hall, the Belo Center for New Media, the Health Learning Building, the
Health Discovery Building, and the Health Transformation Building. The latter three
buildings are part of the new Dell Medical School, the first medical school in nearly 50 years
to be built from the ground up at a top tier Association of American Universities research
university, which was launched and admitted its first class in 2016. The University finished
its eight-year, $3 billion-dollar capital campaign, the Campaign for Texas, successfully in
Dr. Greg Fenves began his appointment as President of The University of Texas at Austin on
June 3, 2015. As President, Dr. Fenves has laid out an ambitious agenda to unlock student
potential and drive upward mobility, focused on three areas: educating leaders through next
generation learning; accelerating and enhancing research productivity; and transforming
healthcare. He most recently articulated his vision for campus in the 2018 State of the
University address. Previously, he served as the University’s Executive Vice President and
Provost. Fenves’s accomplishments included defining strategic academic goals and priorities
to advance excellence, streamlining operations for more cost effectiveness, focusing on
continuing UT Austin’s leadership in transforming undergraduate education, and the launch
of the Dell Medical School. Prior to his role as Executive Vice President and Provost, Fenves
was the Dean of the Cockrell School of Engineering at UT Austin.
Dr. Maurie McInnis began her appointment as Executive Vice President and Provost of UT
Austin on July 1, 2016. Previously, she served as Vice Provost for Academic Affairs, Associate
Dean for Undergraduate Academic Programs in the College of Arts and Sciences, and
Professor of Art History at the University of Virginia. In addition to her role as Executive Vice
President and Provost, McInnis has dual faculty appointments in the Department of
American Studies and the Department of Art and Art History. She also holds the Jacob and
Frances Sanger Mossiker Chair in the Humanities.
Rachelle Hernandez began her appointment as Senior Vice Provost for Enrollment
Management in August 2017. Previously, she served as Associate Vice Provost for Enrollment
Management and director of Admissions at the University of Minnesota-Twin Cities. As
Senior Vice Provost, Rachelle works to ensure a visible and strong commitment to the
recruitment, enrollment, and success of students. She oversees the offices of admissions,
financial aid, registrar, student success, career development, and cross-cutting units focused
on enrollment analytics, communication, technology, and the new One Stop Center for
campus enrollment services. The mission of the Office of Enrollment Management is to boldly
and innovatively champion success for all students at all stages of their educational journey.
The Office aspires to be collaborative, student-centered, stakeholder-focused, service-driven,
and outcomes-oriented, and is committed to cultural diversity, effective use of data, and staff
Located in the picturesque Hill Country of Central Texas, Austin is the state capital and the
4th- largest city in Texas, which is among the top-five most diverse states in the nation. The
Austin Independent School District (AISD) is the largest school district in Central Texas,
serving more than 83,000 students at 130 schools. As the 11th-largest city in the United
States, Austin is widely regarded as a progressive, friendly, innovative, and growing city and
is consistently rated a national creative center that attracts talented people from across the
world. Often referred to as the Live Music Capital of the World, Austin hosts major annual
events such as the Austin City Limits Music Festival and South by Southwest (SXSW), which
includes film, music, and interactive festivals. Austin serves as the corporate headquarters
for Fortune 500 companies such as Dell and Whole Foods, plus successful tech start-ups
such as Aspyr, Hoover’s, and RetailMeNot. Austin also hosts research and development
offices for major technology-oriented companies such as Amazon, AMD, Apple, Cisco, eBay,
Facebook, Freescale, Google, IBM, Intel, Oracle, Samsung, and Texas Instruments, who have
established major operations in Austin to draw from the highly skilled talent the University
produces. Savills World Research ranks Austin #1 in the Savills Tech Cities Index. U.S. News
and World Report rated Austin #1 in its “Best Places to Live” list. Expedia ranks Austin #1 in
its 21 super-cool US cities list. More information on Austin can be found at:
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