Job Summary/Basic Functions

The Director, Big E Central, provides leadership and operational oversight for the university’s integrated student services front door, ensuring a student-centered, efficient, and high-quality experience for all students, families, and campus partners. This role is responsible for advancing Big E Central's mission and vision by overseeing day-to-day operations, service delivery, staff development, and continuous process improvement. The Director leads targeted initiatives designed to improve student outcomes, strengthen staff performance, and enhance collaboration between Big E Central and the broader campus community. The Director oversees all aspects of departmental operations, ensuring smooth and consistent delivery of student support services while serving as the primary escalation point for complex student concerns. Through strategic leadership, operational management, and cross-functional collaboration, this position supports institutional goals related to student success, persistence, enrollment readiness, and service excellence.

Minimum Qualifications

Education: Bachelor’s Degree required.
Master’s Degree preferred.

Experience: One year of related experience

Licensure & Certifications:

Preferred Qualifications:

Job Duties:

• 30% - Provide strategic leadership and operational oversight for the university’s integrated student services front door, ensuring alignment with institutional student success, retention, enrollment, and barrier resolution priorities. Develop and execute departmental goals, service strategies, operational priorities, and assessment measures that enhance the student experience and support institutional outcomes. Lead continuous improvement efforts focused on service excellence, operational efficiency, and student-centered support delivery. - (Essential)
• 30% - Provide leadership, supervision, and performance oversight for professional and frontline staff within Big E Central Support hub. Develop and implement comprehensive staff onboarding, training, and professional development initiatives focused on student service excellence, systems knowledge, and operational effectiveness. Foster a collaborative, student-centered culture grounded in accountability, continuous improvement, and high-quality customer service. Establish clear expectations, coaching strategies, and development plans that support employee growth and departmental effectiveness. - (Essential)
• 20% - Utilize institutional data, student feedback, and operational metrics to assess departmental effectiveness and inform strategic decision-making. Prepare reports, recommendations, and presentations related to departmental operations, service outcomes, and student support initiatives. Identify operational gaps and implement process improvements that enhance efficiency, responsiveness, and service quality. - (Essential)
• 20% - Collaborate with academic and administrative units to address barriers impacting student persistence, enrollment readiness, and overall student success. Support proactive outreach, communication strategies, and student engagement initiatives that enhance the student experience and improve outcomes. Partner with campus stakeholders to streamline referral processes and improve cross-departmental service coordination. Complete additional duties and strategic assignments as necessary to support divisional and institutional priorities. - (Essential)