Assistant Director, Online Enrollment and Student Success
Excel Campus Activities, Arlington, TX, United States
Assistant Director, Online Enrollment and Student Success
The University of Texas at Arlington (UTA) invites applications for the full‑time, non‑exempt role of Assistant Director, Online Enrollment and Student Success in Arlington. This position reports to the Director of Academic Innovation and oversees daily operations for UTA Online’s enrollment and student success functions, ensuring efficient, high‑quality service across the student lifecycle from inquiry through persistence.
Job Summary As Assistant Director, you will lead a team of enrollment and student success advisors, manage staffing, scheduling, and training, and provide operational leadership for enrollment and success functions. Responsibilities include maintaining accurate reporting, monitoring key performance indicators, identifying process improvements, and serving as an escalation point for complex student issues while ensuring compliance with FERPA, university policies, and quality standards.
Essential Duties and Responsibilities
Oversee daily operations for online enrollment and student success functions, ensuring efficient workflows and timely service delivery across the student lifecycle.
Supervise, coach, and evaluate enrollment and student success advisors; set expectations and provide performance feedback to ensure consistent service quality.
Manage staffing plans and scheduling for extended service hours and peak volume periods; adjust schedules based on demand and operational priorities.
Lead hiring, onboarding, and training for enrollment and student success staff; ensure team proficiency in CRM, LMS, and communication systems.
Develop and deliver professional development and quality assurance practices to strengthen advising/coaching effectiveness and adherence to service standards.
Maintain operational reporting and dashboards; ensure data accuracy, integrity, and timely updates for leadership review.
Monitor key performance indicators (response time, conversion, persistence, productivity, CSAT/NPS) and recommend process improvements.
Handle escalated student concerns, model best practices in communication, empathy, and problem resolution; ensure appropriate documentation and follow‑through.
Minimum Qualifications
Bachelor’s degree in business, education, communications, or a related field.
Four (4) years of progressive experience in enrollment management, student services, or call center operations OR eight (8) years of an equivalent combination of education and experience.
Two (2) years of supervisory experience.
Demonstrated experience in performance management, staff training, and operational workflow management.
Preferred Qualifications
Experience managing teams in high‑volume call center environments.
Experience and knowledge of CRM systems, student information systems, and learning management systems (Canvas).
Experience in academic advising or student success coaching.
Demonstrated experience and ability to use data and analytics for continuous improvement.
Knowledge, Skills, and Abilities
Strong leadership and organizational management skills.
Ability to analyze data and translate insights into operational improvements.
Excellent communication, problem‑solving, and conflict resolution skills.
Commitment to service excellence, equity, and student success.
Ability to work effectively in a dynamic, fast‑paced environment with competing priorities.
Ability to maintain confidentiality and comply with FERPA and university policies.
Ability to supervise staff, manage schedules, and maintain consistent documentation and quality standards across multiple systems.
Benefits Eligible employees receive a comprehensive benefits package, including health insurance, retirement plans, and paid time off. To view and calculate the total value of your benefits, visit
UTA Employee Benefits
or use the compensation tool at
Compensation Tools .
Equal Employment Opportunity Statement UTA is an equal opportunity employer and prohibits discrimination, harassment, and retaliation. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, or veteran status.
Contact for Accommodations Individuals requiring reasonable accommodation due to a disability during any part of the selection process should contact 817‑272‑5554 or email
ADADocs@uta.edu .
#J-18808-Ljbffr
Job Summary As Assistant Director, you will lead a team of enrollment and student success advisors, manage staffing, scheduling, and training, and provide operational leadership for enrollment and success functions. Responsibilities include maintaining accurate reporting, monitoring key performance indicators, identifying process improvements, and serving as an escalation point for complex student issues while ensuring compliance with FERPA, university policies, and quality standards.
Essential Duties and Responsibilities
Oversee daily operations for online enrollment and student success functions, ensuring efficient workflows and timely service delivery across the student lifecycle.
Supervise, coach, and evaluate enrollment and student success advisors; set expectations and provide performance feedback to ensure consistent service quality.
Manage staffing plans and scheduling for extended service hours and peak volume periods; adjust schedules based on demand and operational priorities.
Lead hiring, onboarding, and training for enrollment and student success staff; ensure team proficiency in CRM, LMS, and communication systems.
Develop and deliver professional development and quality assurance practices to strengthen advising/coaching effectiveness and adherence to service standards.
Maintain operational reporting and dashboards; ensure data accuracy, integrity, and timely updates for leadership review.
Monitor key performance indicators (response time, conversion, persistence, productivity, CSAT/NPS) and recommend process improvements.
Handle escalated student concerns, model best practices in communication, empathy, and problem resolution; ensure appropriate documentation and follow‑through.
Minimum Qualifications
Bachelor’s degree in business, education, communications, or a related field.
Four (4) years of progressive experience in enrollment management, student services, or call center operations OR eight (8) years of an equivalent combination of education and experience.
Two (2) years of supervisory experience.
Demonstrated experience in performance management, staff training, and operational workflow management.
Preferred Qualifications
Experience managing teams in high‑volume call center environments.
Experience and knowledge of CRM systems, student information systems, and learning management systems (Canvas).
Experience in academic advising or student success coaching.
Demonstrated experience and ability to use data and analytics for continuous improvement.
Knowledge, Skills, and Abilities
Strong leadership and organizational management skills.
Ability to analyze data and translate insights into operational improvements.
Excellent communication, problem‑solving, and conflict resolution skills.
Commitment to service excellence, equity, and student success.
Ability to work effectively in a dynamic, fast‑paced environment with competing priorities.
Ability to maintain confidentiality and comply with FERPA and university policies.
Ability to supervise staff, manage schedules, and maintain consistent documentation and quality standards across multiple systems.
Benefits Eligible employees receive a comprehensive benefits package, including health insurance, retirement plans, and paid time off. To view and calculate the total value of your benefits, visit
UTA Employee Benefits
or use the compensation tool at
Compensation Tools .
Equal Employment Opportunity Statement UTA is an equal opportunity employer and prohibits discrimination, harassment, and retaliation. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, or veteran status.
Contact for Accommodations Individuals requiring reasonable accommodation due to a disability during any part of the selection process should contact 817‑272‑5554 or email
ADADocs@uta.edu .
#J-18808-Ljbffr