Associate Director, Academic Operations & Student Services, Asia

Associate Director of Academic Operations and Student Services
UMGC Asia
Location: Yokota Administrative Headquarters Building, Japan
Overseas Regular Employee, 100% FTE (Full-Time), Grade 006
The Associate Director of Academic Operations and Student Services is responsible for managing the day-to-day operations for areas of specialization in Student Services, such as admissions, specialized enrollment requests, financial aid, veterans’ benefits (VA), management of admissions among special populations, registrar functions. Knowledge of the duties and tasks of each specialization is essential, as the Associate Director provides direction, training, and coaching for staff to ensure the office is providing the highest quality of service and support to students, faculty, staff, and external partners. The Associate Director also leverages emerging technologies, including artificial intelligence (AI), to enhance operational efficiency, improve the accuracy and timeliness of information, support informed decision-making, and strengthen service delivery while ensuring compliance with institutional policies and applicable regulations.
DUTIES:
Supervise and manage Student Services Coordinators and create a professional and efficient office atmosphere, providing excellent customer service and accurate information through student and staff support
Ensure that each Student Services Coordinator develops and maintains training for their area of specialization and provides training for field staff as needed.
Support the Director in interfacing with admissions, financial aid, degree audit, student records, Stateside Military Operations, and other departments with which the Student Services Coordinators interact worldwide
Leverage emerging technologies, including artificial intelligence (AI), to effectively track performance metrics, improve operational efficiency, enhance the accuracy and timeliness of student services while ensuring compliance with institutional policies and regulations
Monitor and provide second-level responses for resolutions for escalated SalesForce cases and issues for the Student Services Coordinators’ areas of specialization
Monitor and evaluate productivity and quality of work of assigned Student Services Coordinators to maintain performance metrics designed to maximize excellent customer service, efficiency, and data integrity
Collaborate with other manager(s) as appropriate, to provide training for newly hired field staff and continuous quality improvement training for current field staff and field leadership for the various areas within Student Services (Admissions Services, Academic Operations, Military Portals, Financial Aid, and Veterans’ Affairs) through the development and maintenance of training presentations, reference materials and structured training programs
Assist Director with the training of the faculty and field staff on policy, program, and curriculum changes within Academic Affairs and in conjunction with the Associate Director, Academic Affairs. This includes supporting timely updates, via email communications or other communication channels, to ensure information is shared division wide
Assist with the production of the annual catalog by reviewing policies and program contents as requested and ensure that all published information (ex: catalog, website, outreach collateral) about Student Services resources, academic plans, programs, and testing information is accurate and up to date
Ensure continuous compliance with all the federal and institutional regulations
Support the Director in commencement and homecoming events, career services and alumni relations, and train and support Student Services staff in commencement/homecoming related duties
Support retention efforts to develop initiatives in collaboration with Enrollment Operations and Faculty Affairs to enhance and improve student success and retention
Perform other job-related duties as assigned
OTHER DUTIES MAY INCLUDE:
Serve as academic liaison for the academic advising team providing academic updates and academic guidance
In collaboration with the Manager of Student Financial Operations, ensure coordinator staff are cross-trained and have basic familiarity with all aspects of Student Services operations
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor’s degree from a U.S. regionally accredited institution or foreign degree equivalent
Minimum three years of supervisory/management experience
Demonstrated self-starter and high attention to detail
Excellent customer service skills and commitment to student-centered service
Strong analytical, administrative, organizational, and written and verbal communication skills
Proficiency in leveraging technology to improve operational efficiency and service delivery, including the ability to learn and effectively utilize emerging technologies such as artificial intelligence (AI)
Ability to work in a fast-paced and complex environment, prioritize and manage multiple tasks, lead dynamically, and manage and motivate others
PREFERRED EDUCATION AND EXPERIENCE:
Master’s degree from a regionally accredited U.S. institution or foreign degree equivalent
Experience supervising professional staff in a higher education, military education, or student services environment
Familiarity with the higher education academic policies and programs
Minimum one year of experience as an academic advisor
Demonstrated ability to collaborate across departments and build effective partnerships with internal and external stakeholders
Experience leveraging artificial intelligence (AI) and other emerging technologies to improve operational efficiency, data accuracy, and service delivery
Familiarity with PeopleSoft, Salesforce, and other software packages
WHO MAY APPLY: Applicants with individual logistic support (ILS) preferred. Must be U.S. Citizens. Applicants must qualify for ILS. Criteria under which applicants qualify for ILS are: must serve the U.S. Forces exclusively; are not stateless persons; and are not ordinarily a resident in the host nation.
All submissions should include a cover letter and resume.
The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.
Workplace Accommodations:
The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu.
Benefits Package Highlights:
Generous Time Off: Enjoy between 15 and 22 days of paid vacation, depending on years of service and position. Additionally, 15 days of sick leave, 3 personal days, and 11 paid Federal holidays. For part-time employees, time off rates will be prorated based on the number of hours worked.
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