Adelphi, Maryland29 days ago
Required education & experience: A demonstrated track record of achieving results and getting things done; an earned Master’s degree from a regionally accredited institution of higher learning; at least 10 years of progressively responsible or senior leadership experience in higher education financial aid; deep knowledge of Federal Title IV regulations and Direct Loan Program administration; demonstrated ability to interpret and apply complex regulatory requirements; proven leadership and management experience in a complex organizational environment; ability to manage multiple priorities in a fast-paced, deadline-driven setting; familiarity with customer relationship management (CRM) systems and service delivery platforms; working knowledge of AI-enabled tools and data analytics to support operational and service improvements; familiarity with customer relationship management (CRM) systems and service delivery platforms; working knowledge of AI-enabled tools and data analytics to support operational and service improvements; demonstrated experience leading learner-facing service operations or customer support functions; experience implementing technology-driven improvements, including automation or AI-enabled solutions; and must meet and maintain federal and state system access requirements with NSLDS. Preferred experience: Strong analytical, problem-solving, and decision-making skills; ability to manage multiple priorities in a fast-paced, deadline-driven setting; experience with PeopleSoft Learner Administration or comparable enterprise learner information systems; track record of deploying AI or advanced technologies to improve service delivery, operational efficiency, or compliance outcomes; demonstrated success improving learner satisfaction, access, and service performance metrics; as well as excellent written, verbal, and interpersonal communication skills.