Director, Student Experience Operations (UNT One Stop)

Title: Director, Student Experience Operations (UNT One Stop)

Employee Classification: Director, Financial Aid

Campus: University of North Texas

Division: UNT-Enrollment Management

SubDivision-Department: UNT-Enrollment Management -Gen

Department: UNT-Integrated Student Svc Ctr-164820

Job Location: Denton

Salary: Commensurate with experience

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Department Summary

The UNT One Stop provides holistic student support across enrollment and financial services functions within the Division of Enrollment. Our team members support students across various modalities, including in-person, telephone, and virtual services (online chat and case management). This position provides direct assistance to students, families, and customers in support of a progressive and simplified student experience. The position will guide students through processes related to admissions, enrollment, financial aid, student accounts, and financial literacy, proactively solving complex situations through direct intervention and collaboration across teams, departments, and divisions.

Position Overview

The Director of Student Experience Operations provides leadership for the execution, performance, and continuous improvement of the UNT One Stop’s multi-channel service delivery model. This role oversees a high-volume, multi-location customer service operation that delivers critical enrollment and financial services supporting Admissions, Financial Aid and Scholarships, Student Accounting, the Student Money Management Center, and all other general enrollment processes.

The Director is responsible for ensuring that customer service delivery across in-person, virtual, and contact center environments is efficient, consistent, and aligned with institutional service standards. This position directly supports cross-functional service tied to key enrollment milestones, including application completion, financial aid and scholarship services, registration, billing, and payment, all of which are closely tied to student persistence and success. The Director partners closely with division and institutional partner offices to ensure student enrollment, financial services, and outreach are provided in a holistic manner.

Reporting to the Senior Director of the UNT One Stop and also working closely with the Associate Vice President, the Director of Student Experience Operations serves as the primary operational leader responsible for workforce strategy and service delivery outcomes across all One Stop locations. This role is accountable for the day-to-day performance of a complex service operation that directly supports enrollment outcomes across the student experience.

Minimum Qualifications

Bachelor's degree in related field and six years of closely related professional experience.

Knowledge, Skills and Abilities

Demonstrated ability to lead complex, high-volume service operations across multiple delivery channels in a higher education operation (in-person, virtual, case management, after-action follow-up, etc.)

Strong understanding of customer experience design and service delivery models.

Experience managing performance metrics and using data to drive operational decisions.

Experience with CRM systems, queue management platforms (e.g., WaitWell), and/or contact center technologies.

Ability to lead, develop, and manage professional staff in a fast-paced, service-oriented environment.

Strong collaboration skills with the ability to work effectively across functional areas such as Financial Aid & Scholarships, Admissions, and other enrollment operations.

Excellent written and verbal communication skills, with the ability to translate complex processes into clear and actionable guidance.

Ability to analyze operational data, identify trends, and implement process improvements.

Demonstrated ability to manage competing priorities and maintain performance in a high-demand environment.

Preferred Qualifications

A successful candidate will have demonstrated experience leading the delivery of processing, services, and outreach in a higher education enrollment management setting, including experience in Financial Aid, Admissions, and enrollment-related service delivery.

A successful candidate must be able to lead analysis, present complex situations clearly and effectively to a variety of internal and external stakeholders, and demonstrate a thorough understanding of high-impact business processes across all enrollment and financial services operations.

A successful candidate will have demonstrated managerial and leadership experience as well as the ability to build cohesive processes and partnerships across a broad array of services.

Job Duties

• Service Delivery and Workforce Management: Leads execution of service delivery across One Stop modalities, including in-person and virtual environments, ensuring consistency across all One Stop locations. Develops and implements staffing models aligned with service demand, enrollment cycles, and institutional priorities. Ensures appropriate resource allocation across locations to maintain service levels, efficiency, and consistency. Oversees supervisors of frontline staff, ensuring alignment with operational goals and service expectations. 
• Leadership and Staff Development: Provides leadership, coaching, and development for supervisors and staff, ensuring teams are equipped to deliver consistent, high-quality service across all student interactions. Reinforces the operational vision and service expectations of the One Stop model, ensuring alignment across locations and service channels. Promotes effective use of each student interaction to support accurate guidance, timely resolution, and a positive student experience. Fosters a culture of accountability, consistency, and student-centered service. Oversees performance management, professional development, and staff engagement efforts. 
• Performance Management and Operational Accountability: Monitors and manages performance against key metrics, including wait times, service levels, resolution rates, and student satisfaction. Holds teams accountable for achieving performance targets and maintaining high standards of service delivery. Identifies performance gaps and implements corrective actions to improve outcomes. 
• Issue Resolution and Escalation Management: Manages complex or high-impact student and customer cases requiring advanced intervention. Ensures timely and effective resolution of escalated customer cases while maintaining service standards. Supports consistent service and resolution practices across all service channels. 
• Data, Analytics, and Decision Support: Monitors and analyzes service data, including volume trends, demand patterns, and operational performance metrics. Uses data to inform staffing decisions, workflow optimization, and service delivery strategies. Supports data-informed initiatives that improve student experience and operational effectiveness. 
• One Stop Systems/Experience Tools Power User: Serves as a functional power user of service delivery platforms in partnership with the One Stop Strategy, QA, and Training team (SQAT), including WaitWell and other One Stop case management systems. Oversees system use within the One Stop Student Experience Team, including experience design, staffing assignments, and utilization to support efficient service delivery. Partners with technology and systems teams (i.e., SQAT) to enhance platform capabilities, reporting, and user experience 
• Compliance and Operational Standards: Ensures operations adhere to university policies, regulatory requirements, and established One Stop/Division/Institutional customer service standards. Maintains consistency and accuracy in student-facing processes across all service modalities. 

Physical Requirements

• Communicating with others to exchange information.
• Lifting and Moving objects up to 20 pounds.
• Moving about to accomplish tasks or moving from one worksite to another.
• Sedentary work that primarily involves sitting/standing.

Environmental Hazards

• No adverse environmental conditions expected.

Work Schedule

Monday-Friday 8am-5pm, with overtime as needed to support student facing operations.

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit –and takes actions to prevent – discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking), and retaliation on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or veteran status in its application, employment practices, and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities. UNT System Administration promptly investigates complaints of discrimination, harassment, and related retaliation and takes remedial action when appropriate. System Administration also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist, or participate in a related investigation or proceeding.