General Summary

Manage and supervise all aspects of the Admissions application process for all undergraduate, graduate, non-degree, and online application workflows, leveraging technology and staff to streamline processes, improve efficiency, and ensure high-quality outcomes. Represent the Office of Admissions on various committees to advocate for and align with institutional priorities.

Principal Duties and Responsibilities

• Supervise the day-to-day operational activities related to the processing of undergraduate and graduate admission applications.
• Coordinate and manage application tracking, decision making and problem resolution between academic departments, divisional offices, and the Office of Admissions.
• Oversee the review of applications for all applicants, ensuring compliance with admissions criteria and institutional standards.
• Work closely with the Admissions IT Team, International Admissions and CRM team to ensure accuracy regarding application materials.
• Assist the processing staff with reviews.
• Utilize advanced technology and analytics tools to streamline processes, track key performance metrics, and identify areas for improvement in application processing.
• Update and maintain processing procedural manuals and training materials.
• Oversee quality assurance for all workflows, implementing regular audits and processing reviews to maintain data integrity and operational excellence.
• Provide leadership for problem resolution and customer service regarding student concerns, residency issues, application processing, and other issues that may affect a student's application for admission.
• Interview, hire, train, evaluate and schedule work for full-time processing staff, transfer support staff, and temporary staff as needed.
• Assist in training and updating skills with all staff who deal with application review.
• Represent the Office of Admissions on committees, task forces, and special initiatives as assigned.
• Assist with major recruiting activities and special projects as assigned.
• Adhere to any and all NCAA, Mid-American Conference and Eastern Michigan University policies, rules, regulations, and operational procedures.
• Perform related departmental duties as assigned.

Minimum Qualifications:

Knowledge and skills in organization, analysis, problem-solving and planning, typically acquired through a bachelor's degree are required.

Demonstrated experience in utilizing technology and CRM systems to improve workflow efficiencies is required.

Experience demonstrating management, leadership, and systems development/maintenance is required.

Five years of experience in an automated on-line high volume processing area is required.

Proven customer service ability is required.

Excellent supervisory, communication skills and interpersonal skills are required.

Preferred Qualifications:

Knowledge of the University's Red Flags Rule and Identify Theft Prevention Policy and Procedure.

Supervisory experience in an automated on-line high volume processing area is preferred.

Experience in a higher education setting (preferably admissions) is highly preferred.

Familiarity with EMU admissions policies, procedures and application processing for undergraduate and graduate admission decisions is highly preferred.