Responsibilities

• Provides leadership, operational oversight, and strategic support for Student Central's integrated student service functions.
• Responsible for supervising staff, managing daily operations, ensuring compliance with university, state, and federal regulations, and advancing initiatives that improve service quality, operational efficiency, and the overall student experience.
• Serves as a key leader within Student Central and collaborates closely with the Office of Admissions, Office of Student Financial Assistance, Office of the Registrar, Office of Scholarships, and Office of the Bursar, and other campus partners to ensure the effective delivery of student services.
• Plays a critical role in supporting student recruitment, enrollment, persistence, retention, and degree completion by helping reduce administrative barriers and providing accurate, timely, and student-centered support.
• Supervises, coaches, develops, and evaluates professional and support staff
• Establishes performance expectations and promote a culture of accountability, collaboration, and continuous improvement.
• Assists with recruitment, hiring, onboarding, and training of staff.
• Fosters a welcoming and student-centered service environment.
• Serve as a resource and escalation point for complex student and family concerns
• Oversees daily service delivery across multiple communication channels, including in-person, phone, email, secure contact forms, and virtual platforms.

Requirements

• Bachelor's degree in communications, journalism, English, public relations, or related field.
• 4 years of progressively responsible experience in student services, enrollment management, higher education administration, financial aid, registrar services, customer service operations, or a related field.
• Experience interpreting and applying complex policies, procedures, and regulations.
• Demonstrated leadership, supervisory, or team lead experience.
• Some experience in relevant field.
• Experience in a one-stop student service environment.
• Experience supervising professional staff.
• Knowledge of federal financial aid regulations and student records policies
• Experience using student information systems and enrollment management technologies.
• Experience leading process improvement or operational effectiveness initiatives.

Preferred

• Excellent leadership, interpersonal, and customer service skills.
• Strong written and verbal communications abilities.
• Ability to analyze complex situations and make sound decisions.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong organizational, planning, and problem-solving skills.
• Ability to use data to assess performance and drive continuous improvement.
• Proficiency with Microsoft Office applications and enterprise student information systems.

Benefits

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans