Assistant Director

University of Maryland University College

Reporting to the Regional Director (RD), the Assistant Director (AD) is responsible for assisting with oversight of daily enrollment and operational processes in the applicable region, leading to new and returning student growth in on-site and online courses. The AD liaises with military leaders, education center personnel, UMGC division headquarters administrative staff, and other stakeholders in the community to administer programs at each location in the region. The AD, in coordination with the RD, is responsible for supervising the Site Lead(s) (as applicable), Customer Relationship Management (CRM) Coordinator, Academic Advisors (as applicable), Program Coordinators (Military Education Coordinators), Site Support Specialists (as applicable), and Building Monitors (as applicable) in the region, as well as coordinating with various departments to ensure the resolution of student issues. The incumbent is responsible for ensuring world-class customer service. The AD will also fill in for the RD when they are out of the office or the position is vacant.

SPECIFIC RESPONSIBILITIES INCLUDE:

• Assists the RD to provide oversight of regional sites and direct supervision/training of regional staff members over a large geographical footprint

• Acts as subject matter expert on all Program Coordinator duties in the field and may provide back-up coverage as needed for PCs/NTCs, Log Supervisors, and CRM Coordinators (as applicable)

• Participate in high-level division meetings with the VP/Director, Deputy Director, AVP Operations, RDs and others to help represent their region and implement business processes as requested and appropriate

• Liaise with government and military representatives at the assigned base and at other sites in the region as appropriate, coordinating with the RD

• In coordination with the RD, responsible for regional staffing including assisting with hiring, training, and daily staff management, working with other departments as needed

• Coach, monitor and evaluate productivity and performance of employees through various channels, including observations in employee's environment as it pertains to customer service, military, and program knowledge

• Manage/cultivate new leaders in the organization (e.g., Site Leads, possible others)

• Utilize data in the Student Information System (SIS), Customer Relationship Management (CRM) system, and Tableau (reporting analytics) to create, track, and analyze enrollment statistics and staff performance to drive enrollment-generating activities and business process efficiencies

• Assist the RD with creation of annual and term course schedules

• Collaborate with the Regional Director and make recommendations for individual and team training needs, opportunities, and business process improvements to ensure that department service levels and quality assurance standards are met

• Work with the CRMs to develop and implement tactical recruitment and retention outreach campaigns and events that target all populations of civilian and military students, to include active duty, veterans, and family members applicable to each site's demographics

• Maintain solid frontline staff skills and current knowledge of policies and practices as it relates to military tuition assistance, veteran benefits, National Test Center policies, local community regulations and other current topics as they relate to regional operations.

• Ability and willingness to travel throughout the region and division

• Create and nurture an atmosphere in the workplace that exemplifies UMGC's core values

• Ability to work with diverse populations

• Other job-related duties as assigned

OTHER RESPONSIBILITIES MAY INCLUDE:

• Some evening, weekend hours and travel inside and outside of the region (25-50%) to provide office coverage, perform staff oversight, participate in training/events

• Actively participate in and/or lead division or university-wide projects and initiatives as requested