Associate Director, Financial Aid - Outreach, Communications, & Student Services

The University of New Mexico (UNM) Student Financial Aid Office is seeking a strategic, innovative, and student-centered leader to serve as Associate Director for Financial Aid Outreach, Communications, and Student Services. This role provides leadership for a fully integrated outreach, communications, and front-line service model, including oversight of the Enrollment Management Communications and One Stop/Enrollment Services Centers.

Reporting to the Director of Financial Aid, the Associate Director is responsible for designing and implementing a cohesive, student-centered experience across all engagement channels-digital, virtual, and in-person. This includes leading the integration and ongoing optimization of One Stop & Communication Center services to ensure seamless, cross-functional support for students across financial aid, admissions, and registrar functions.

The Associate Director collaborates closely with colleagues across the Division of Enrollment Management and campuswide partners and serves as the primary administrator in the Director's absence. This role also leads modernization efforts for communications and service delivery, including the strategic use of CRM platforms, automation, and AI-enabled outreach tools to improve student engagement, responsiveness, and access to information. The Associate Director plays a critical role in advancing institutional goals related to access, affordability, retention, and completion by ensuring students receive clear, timely, and actionable guidance throughout the financial aid lifecycle.

Key Responsibilities:

Integrate Student Experience, Outreach & Service Delivery

• Lead the strategy, alignment, and continuous improvement of the Communication Center and One Stop/Enrollment Services operations, ensuring seamless, student-centered delivery across financial aid, admissions, and registrar functions.
• Oversee high-volume service operations, including the Financial Aid Communications Center and One Stop Center, ensuring high-quality delivery across in-person, phone, email, chat, and digital platforms.
• Establish and monitor service standards and key performance indicators (e.g., response times, resolution rates, customer satisfaction, first-contact resolution), using insights to continuously improve service and communication effectiveness.

Develop Strategic Communications, Outreach & Engagement

• Develop and execute a comprehensive, lifecycle-based outreach and communication strategy aligned with recruitment, retention, and completion goals.
• Oversee multi-channel communications (email, SMS, web, print, outbound calling, and campaigns), ensuring messaging is clear, compliant, accessible, and student-friendly.
• Translate complex financial aid policies and regulatory updates into actionable, easy-to-understand communications.
• Lead targeted outreach initiatives to improve FAFSA completion, verification, scholarship engagement, and financial literacy.
• Utilize inquiry trends and student behavior data to proactively refine messaging, reduce confusion, and improve the overall student experience.

Ensure AI-Enabled Modernization & Continuous Improvement

• Lead the implementation and optimization of AI-enabled outreach and service tools (e.g., chatbots, virtual assistants, predictive texting/email campaigns) to enhance engagement and self-service.
• Partner with IT and Enrollment Management leadership to expand CRM capabilities, automation workflows, and omnichannel communication strategies.
• Evaluate emerging technologies and implement innovative solutions to modernize service delivery and scale student support effectively.

Drive Collaboration, Alignment & Leadership

• Partner with Admissions, Registrar, and Marketing/Communications to deliver coordinated, lifecycle-based messaging and integrated service strategies.
• Align outreach, communications, and service delivery with institutional priorities related to access, affordability, and student success.
• Supervise and develop staff across outreach, communications, and customer service functions, fostering a culture of accountability, collaboration, and innovation.
• Provide strategic direction, performance management, and professional development to build a high-performing, student-centered team.

Required Qualifications:

• Broad experience administering federal, state, and institutional financial aid programs.
• Demonstrated leadership in outreach, communications, customer service, or student engagement within higher education or a related field.
• Experience managing high-volume, student-facing service operations (e.g., call center, One Stop, or enrollment services center).
• Experience leading or supporting integrated service models (e.g., One Stop or cross-functional enrollment services).
• Experience leading through multiple layers of staff, with direct oversight of supervisors or managers and proven ability to develop leadership capability, drive accountability, and ensure consistent performance across teams.
• Strong ability to translate complex policies into clear, accessible messaging for diverse audiences.
• Experience leveraging CRM systems, communication platforms, or AI-enabled tools to improve engagement and service delivery.
• Strong analytical skills, with experience using data to inform strategy and decision-making.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational and leadership skills, with a commitment to access, equity, and service excellence.