Director of One Stop Shop

Job Title: Director of One Stop Shop Location: Clayton State University Regular/Temporary: Regular Full/Part Time: Full-Time Job ID: 297239 About Us Located in Morrow, Georgia, Clayton State University is roughly 15 miles southeast of downtown Atlanta. The university offers employees an adaptable, collaborative environment that fosters professional and personal development. The university is committed to having a positive impact on the State of Georgia and beyond by serving students and the community through broadening access to high-quality education and advancing workforce development. Clayton State offers multiple certificates, Associate's, Bachelor's, and Master's Degree programs, which currently enroll over 5,500 students in challenging campus and online courses. Clayton State's main campus is situated on 214 beautiful acres in a lakeside setting just minutes from downtown Atlanta, making access to the vibrant metropolitan area swift. The Atlanta-Journal Constitution has named the university a Top Workplace in Atlanta for six consecutive years. The Chronicle of Higher Education also named Clayton State one of 79 higher education institutions across the nation in its list of 2017 Great Colleges to Work For. Job Summary Clayton State University seeks a visionary leader to serve as the inaugural Director of Unified Student Services, overseeing the Laker One Stop Center. This role is critical to delivering a comprehensive, student-focused experience by simplifying services, integrating technology, and connecting data points across the student journey. The Director will provide a clear understanding of core institutional services and lead efforts to create harmony in the student experience through personalized, high-level service. The Director will oversee integrated, student-facing services, including Admissions, Registration, Financial Aid, and other comprehensive student support services, while fostering strong collaboration with Veterans Affairs, the Bursar's Office, Academic Affairs, Student Affairs, Residence Operations, and Student Success units to ensure students receive timely, accurate, and personalized assistance. This position will champion initiatives that promote retention, persistence, and completion, while ensuring equitable access to resources for all students. Responsibilities Manage and lead multiple teams across departments within the Laker One Stop Center, fostering a collaborative environment that promotes operational excellence and student success (Customer Service Liaison, Student Support Specialists, and Student Service Ambassadors). Monitor and oversee inbound and outbound communication channels, including phone systems and virtual platforms, to ensure timely, accurate, and student-focused resolution of inquiries. Oversee daily operations of the Laker One Stop Center, ensuring seamless service delivery across multiple departments both in-person and through virtual platforms. Collaborate with Information Technology and Enrollment Management to automate workflows, improve reporting capabilities, and optimize the use of technology platforms (Banner, Element 451-CRM system, Banner BDMS, Power BI) to support data-driven decision-making and enhance the student experience. Streamline and automate processes to improve efficiency and student satisfaction at the front counter and beyond. Design, implement, and oversee comprehensive training programs for student service leads and front-line staff to ensure consistent service delivery, operational excellence, and a culture of continuous improvement. Create a welcoming, solution-oriented environment that addresses student needs holistically as well as establish a tiered approach to serving students and guests at the Laker One Stop Center. Cultivate strong relationships across Enrollment Management and Student Success(EMSS) and institutional divisions including IT, Academic Affairs, and Student Affairs'to enhance integrated student services and streamline processes. Develop and maintain reporting systems to monitor performance metrics across One Stop Shop service areas, including Admissions, Financial Resource Services, Registrar's Office, and other wraparound student support services. Collaborate with Information Technology Services to continuously improve business processes through LMS, SIS, ERP, and CRM systems to support integrated student services. Ensure effective communication and resolution of student inquiries through oversight of inbound and outbound communication channels, including phone systems and virtual platforms Required Qualifications This individual must be able to multi-task, work in a constantly changing environment, and implement creative (outside of the b