Senior Assistant Director of Student Accounts, Customer Experience

About the role

The Senior Assistant Director of Student Accounts leads the Student Accounts unit within Enrollment Management, ensuring positive customer experiences and meeting service standards. This role oversees metrics, escalated cases, and the optimization of ServiceNow to anticipate student needs.

Key responsibilities

• Monitor service levels and partner with Student Financial Services and the Enrollment Management Contact Center to meet standards.
• Supervise a team of student account representatives, overseeing case management, quality assurance, transaction processing, batch reconciliation, and payment discrepancy resolution.
• Develop, maintain, and monitor service metrics and refine expectations for response times, communication, and issue resolution.
• Optimize the ServiceNow platform to understand customer engagement and develop proactive solutions.
• Collaborate with communications and marketing teams to create and deliver student‑focused communications and self‑service content.

Required profile

• Bachelor's degree with 3–5 years of progressive experience in student accounts, higher‑education customer service, or related financial services.
• Strong analytical ability to interpret data and drive service improvements.
• Proven experience developing, motivating, and managing staff, including performance management and coaching.
• Excellent written and verbal communication skills for diverse audiences.

Required skills

• Experience with PowerFAIDS.
• Experience with ServiceNow.
• Experience with Banner.