Student Services Team Lead
The University of California, San Diego
About this position
Position Overview
UC San Diego Division of Extended Studies serves as a catalyst for positive change by advancing global access, equity, and social and economic mobility through educational enrichment across the lifespan. As a fully self-supporting division under UC San Diego Academic Affairs, Extended Studies operates year-round (12 months of active instruction) with a budget of $50 million annually. A team of 260 academic and staff employees and more than 1,200 instructors fulfill the mission of delivering exceptional educational experiences and services that reflect our standing as part of a top-tier globally renowned public research University. Extended Studies operates in 200,000 square feet of managed space, including a headquarters building with classrooms, training spaces and key administrative offices adjacent to the UC San Diego campus. The division maintains a robust online learning platform, operating 24/7 with webcasting and video-conferencing capabilities, while also maintaining a strong web presence with e-commerce operating 24/7. There are over 90,000 enrollment transactions annually, supported by a robust network of representatives, agents, and students. Focused on community engagement and enrichment, the division operates two television stations, UCTV and UCSD-TV, and a variety of public lecture programs, while staying active in federal, state, local, and private research and technical assistance programs and activities. Extended Studies is also responsible for the management and financial, operational, and programming oversight of UC San Diego Park & Market, a 66,000-square-foot, four-story, multi-purpose office building located in the East Village neighborhood of downtown San Diego. Park & Market supports and hosts a wide variety of civic, community, corporate, and campus events, meetings, conferences, and programs.
Position Description
Under general supervision of the Student Services Manager (SSM), the Lead Student Services Representative (LSSR) acts as the evening team leader for both staff and student employees. This position provides efficient, high-quality service through the daily management of a team of student workers, including hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Assists the SSM with development, analysis, and implementation of training, scheduling, and reward/recognition programs. With SSM, leads group trainings, researches, recommends, and implements administrative policies and procedures. Serves as a leader for individual projects and initiatives and independently manages administrative duties related to various Division of Extended Studies partnerships and the Concurrent Enrollment and UCSD Student Grant Programs.
Qualifications
Substantial experience in a Registrar’s Office or academic service unit of a comparably complex educational setting, involving the detailed administration of enrollment services, special projects, and cash control. Experience resolving issues such as semi-complex requests, disgruntled students/instructors, and exceptions to policies. Knowledge of the structure, culture, and mission of higher education institutions; knowledge of campus departments, their activities, and the impact of curriculum changes. Knowledge of federal and state laws, including the Family Educational Rights and Privacy Act of 1974 (FERPA) and Americans with Disabilities Act (ADA), as they apply to student records and services. Extensive knowledge of academic policies and procedure that apply to student records and services. Demonstrated experience in reviewing resumes, interviewing candidates, training staff, scheduling and delegating work to others. Demonstrated high-level critical thinking and interpretive skills to analyze situations, define problems, identify concerns, develop, propose and implement solutions. Demonstrated experience researching, recommending, and implementing administrative policies and process improvements. Skill in project management to organize and prioritize work assignments and meet departmental deadlines and objectives. Demonstrated ability to work effectively under pressure to meet deadlines with frequent interruptions and changing priorities. Ability to multi-task working in a high-volume and fast-paced environment. Strong leadership, management, communication, interpersonal, verbal, and written skills, emphasizing tact, diplomacy and flexibility with persons from diverse backgrounds, including students, faculty, and administration. Demonstrated experience in establishing and maintaining effective working and reporting relationships with a wide variety of people, departments, businesses and associations. Demonstrated ability to professionally handle stressful and difficult situations, and proven sensitivity to customers' needs and concerns. Demonstrated ability to advise students and the general public regarding academic programs, policies and procedures. Expert knowledge of PC Microsoft applications & Windows environments. Demonstrated ability to use PC software for word processing, spreadsheets, and database management (MS Word or WordPerfect, MS Access, MS Excel, MS PowerPoint, and Paradox) at expert level. Proven work experience showing responsibility for tracking and routing problem solving.