Director, Student Services Operations

Director, Student Services Operations Salary $95,175.00

• $105,750.

00 Annually Location Racine Campus, Racine, WI Job Type Full-Time Job Number 26019 Division Student Affairs Opening Date 05/28/2026 Closing Date 6/14/2026 11:59 PM Central Description Benefits Questions SUMMARY The Director of Student Services Operations provides leadership and oversight for the college's frontline student service operations across multiple campuses, including Student Services Centers, Welcome Desks, Express Services, and Contact Centers. This role is responsible for managing daily operations, supervising staff, and ensuring consistent, high-quality, student-centered service delivery across all service points. The position focuses on implementing service strategies, optimizing workflows, and resolving operational challenges to support an efficient and seamless student experience from initial inquiry through enrollment and ongoing engagement. The director collaborates with internal departments to align service delivery with institutional priorities and to remove barriers impacting student access and success. This position has supervisory responsibilities and reports to the Dean of Learning Resources and Student Services. This position requires full-time, in-person leadership across multiple campuses within the college's tri-county district, including routine travel between locations. The essential functions of this role must be performed on-site, and the position is not eligible for remote or hybrid work arrangements. Key Institutional Contributions Consistent, high-quality student service delivery is maintained across all campuses, ensuring equitable access to student support services regardless of location or entry point. Student onboarding, inquiry resolution, and service navigation processes are efficient and responsive, resulting in improved student satisfaction and reduced barriers to enrollment and persistence. Frontline service operations are effectively staffed, supervised, and coordinated, ensuring appropriate coverage, accountability, and performance across all student-facing service points. Operational workflows, procedures, and service standards are consistently implemented, resulting in reliable service delivery and compliance with institutional policies, including FERPA. Cross-functional coordination between student services, academic departments, and administrative units is strengthened, improving issue resolution, communication flow, and student referral processes. Data-informed monitoring of service performance supports continuous improvement in operational efficiency, service quality, and student experience outcomes.

RESPONSIBILITIES

Administrative & Operational Execution (40%) Oversee and coordinate frontline student service operations across multiple campuses, including service centers, welcome desks, contact centers, and ID services to ensure consistent and efficient service delivery Develop and maintain operational procedures, service protocols, and training materials to ensure consistency, compliance, and alignment with institutional policies and FERPA requirements Support triage functions, recruitment and retention initiatives, and major college-wide events by coordinating planning, staffing, and operational logistics Manage staffing operations by overseeing schedules, ensuring coverage across service locations, and supervising daily workflow execution Client/Customer Service & Communication (20%) Foster a welcoming, inclusive, and student-centered service environment for students, families, visitors, and staff across all service locations Serve as a liaison across academic departments, faculty, and administrative units to coordinate service delivery, resolve issues, and support student access Support communication and coordination of student services activities, including outreach, service updates, and cross-functional initiatives Represent the division in cross-functional meetings and institutional communication efforts related to student services operations Critical Thinking & Decision-Making (15%) Analyze service metrics, customer feedback, and operational data to identify trends, gaps, and opportunities for improvement Apply judgment to resolve service delivery issues, operational challenges, and student concerns in a timely and effective manner Recommend and implement process improvements to enhance service efficiency, consistency, and student satisfaction Support evaluation and optimization of service technologies, systems, and operational practices Project & Workflow Management (10%) Coordinate service delivery workflows, staffing coverage, and operational schedules to ensure effective support across multiple campuses and service points Support implementation of operational initiatives, including service improvements, system updates, and process enhancements Monitor timelines, service demands, and operational priorities to ensure continuity and efficiency of frontline services Strategic & Business Thinking (10%) Monitor service performance trends, operational data, and student experience outcomes to inform decision-making and continuous improvement efforts Contribute to divisional planning by aligning frontline service delivery with institutional priorities and student success goals Evaluate staffing models, service delivery approaches, and resource utilization to improve operational effectiveness across campuses Additional Responsibilities (5%) Supervise, train, and evaluate frontline student services staff; support employee development and performance management processes Manage operational budgets, purchasing, and resource allocation to support service delivery and team effectiveness Support special projects, process improvements, and institutional initiatives as assigned Perform other duties as assigned in support of departmental and institutional operations Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

WHAT YOU NEED TO SUCCEED IN THE POSITION

Required:

Bachelor's degree Minimum of 4 years of progressively responsible experience in higher education, student services, or customer service operations, including demonstrated experience supervising staff in a frontline or service-oriented environment. Experience managing day-to-day operational issues in a student-facing or service delivery setting, with the ability to resolve problems and coordinate across functional areas. Strong organizational, planning, analytical, and communication skills with the ability to manage competing priorities in a fast-paced operational environment. Knowledge of student support services, student success practices, and institutional resources used to support student access and retention. Experience using student service technologies, CRM systems, or student information systems to support service delivery, data tracking, and reporting. Demonstrated professionalism, sound judgment, and ability to maintain effective working relationships with diverse stakeholders.

SUPPLEMENTAL INFORMATION DIVISION/LOCATION

Student Affairs/Racine

COMP GRADE

L

FLSA DESIGNATION

Exempt

CONDITIONS OF EMPLOYMENT

Candidates must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available. Engage in district-wide travel to support students and foster collaboration with Gateway faculty and staff. Employment is contingent upon an acceptable background Flexibility is needed to accommodate day, evening and weekend student & business needs Guide Not Applicable Activity is not applicable to this occupation Occasionally Occupation required this activity up to 33% of the time (0

• 2.5+ hrs/day) Frequently Occupation required this activity from 33%
• 66%% of the time (2.5
• 5.5+ hrs/day) Continuously Occupation required this activity more than 66% of the time (5.5+ hrs/day) Physical Demands Frequency Lift/Carry Frequency Sitting Continuously 0
• 10 lbs Occasionally Standing Occasionally 11
• 20 lbs Occasionally Walking Not Applicable 21
• 50 lbs Not Applicable Reaching Overhead Not Applicable 51
• 100 lbs Not Applicable Reaching at or Below Shoulder Level Not Applicable Over 100 lbs Not Applicable Keyboarding Continuously Stooping Not Applicable Push / Pull Yes / No Crouching Not Applicable 12 lbs or less Occasionally Kneeling Not Applicable 13
• 25 lbs Not Applicable Crawling Not Applicable 26
• 40 lbs Not Applicable Climbing Ramps or Stairs Not Applicable 41
• 100 lbs Not Applicable Climbing Ladders, Ropes or Scaffolding Not Applicable Over 100 lbs Not Applicable Driving Frequently Traveling
• overnight stay(s) Occasionally Hearing Requirement Yes / No Communicating Verbally Frequently One-on-one (in person)

Yes Far Visual Acuity:

clarity to see 20' or more Not Applicable Group or conference (in person)

Yes Near Visual Acuity:

clarity to see 20" or less

Continuously Telephone Yes Other Sounds Yes Working Conditions Frequency Noise Intensity Level Frequency Humidity:

non-weather related

Not Applicable Quiet Occasionally Extreme Cold:

non-weather related

Not Applicable Moderate Frequently Extreme Hot:

non-weather related

Not Applicable Loud Occasionally Working Outdoors Not Applicable Very Loud Not Applicable Wetness:

contact with water or other liquids Not Applicable Working Conditions Frequency Working Conditions Frequency Working in Close Proximity to Others Occasionally Working interruptions Frequently Open Work Space Occasionally Stressful situations Occasionally Working in a confined space Occasionally Exposure to offensive odors Not Applicable Exposure to a computer screen Continuously Required uniform supplied by department Not Applicable Gateway will not discriminate against any employee, applicant for employment, student, or applicant for admission based on race, color, national origin, ancestry, sex, sexual orientation, creed, religion, political affiliation, marital status, parental status, pregnancy, disability, age, membership in any reserve component of the armed forces, union affiliation, arrest and conviction record, or any other protected category under applicable local, state or federal law. Gateway Technical College is an Equal Opportunity/Access Educator/Employer operating under an Affirmative Action Plan. Reasonable accommodations and auxiliary aids will be provided for qualified individuals with disabilities. If you have a disability and need special accommodation for the application process, please contact the Office for Equal Opportunity and Civil Rights at compliance@gtc.edu or 262-564-3062. Women and minorities are encouraged to apply. Your safety while employed at Gateway Technical College is one of our top priorities, so we encourage you to read our Annual Security Report (click the link for the full report). This report is published in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) and the Violence Against Women Act. This report includes crime statistics, institutional policies on campus security and safety, alcohol and drug use, crime prevention, the reporting of crimes or incidents, sexual misconduct, and other important matters. Please feel free to email compliance @gtc.edu or call 262-564-3062 to request a hard copy of the report. Discover the Benefits of Joining Our Team We believe people thrive in environments where they feel supported—personally and professionally. That's why we offer a comprehensive benefits package designed to promote well-being, flexibility, and peace of mind. All benefits, with the exception of life insurance, are effective on your first day of employment, so you can feel secure from day one. To explore what we offer, including current plan pricing, please view our Benefits Booklet and Current Rates .

Revised:

April 2025 01 Do you possess the minimum of a Bachelor's Degree? Yes No 02 Do you possess a Minimum of 4 years of progressively responsible experience in higher education, student services, or customer service operations, including demonstrated experience supervising staff in a frontline or service-oriented environment? Yes No 03 Do you possess experience managing day-to-day operational issues in a student-facing or service delivery setting, with the ability to resolve problems and coordinate across functional areas? Yes No 04 Do you possess strong organizational, planning, analytical, and communication skills with the ability to manage competing priorities in a fast-paced operational environment? Yes No 05 Do you possess knowledge of student support services, student success practices, and institutional resources used to support student access and retention? Yes No 06 Do you possess experience using student service technologies, CRM systems, or student information systems to support service delivery, data tracking, and reporting? Yes No 07 Do you possess demonstrated professionalism, sound judgment, and ability to maintain effective working relationships with diverse stakeholders? Yes No 08 For consideration of employment, Did you attach a copy of your transcripts and/or certifications to your application? (Application will not be considered without transcripts) Yes No Does not apply to my situation 09 I understand and acknowledge that Gateway does not provide relocation assistance for employment. If I am offered and accept a position with Gateway Technical College that requires me to relocate, I plan to incur those expenses myself. I will incur expenses of relocation or i will not need to relocate. I am no longer interested in the position 10 I understand that Gateway does not offer visa sponsorship and acknowledge that i do not now nor will I require sponsorship for employment in the future. I do not now nor will I in the future require visa sponsorship I currently require sponsorship for employment I will require visa sponsorship in the future. 11 Which of the following best applies to your employment status with Gateway Technical College? (check one) I am not now nor have I ever been an employee of Gateway Technical College. I am currently a permanent full time employee I am currently a permanent part time employee. I am currently a casual or student worker. I am currently an adjunct faculty employee. I am a current Limited Term employee. I was previously employed at Gateway Technical College in the past. 12 For employment consideration

• Which one of the following best applies to you?

I am related either by blood or by marriage to a Board of Trustees Member. I am related either by blood or by marriage to a Current Gateway Employee. None of the above. Required Question Employer Gateway Technical College (WI) Address 3520 30th Avenue Kenosha, Wisconsin, 53144 Phone 262-564-3014 262.383.0912 Website http://www.gtc.edu/hr