Director of OneStop Student Services

A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation's top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.

One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.

University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.

The Office of Scholarships and Student Aid works to ensure that qualified students have the opportunity to study at the University of North Carolina at Chapel Hill regardless of their ability to pay. The office serves students at all levels, including graduate and professional school students and coordinates all student financial support for the campus. The office assists in the recruitment, retention and success of students while maximizing available funds, exercising good stewardship of those funds, and performing related research, analysis and program evaluation in support of long-range enrollment and campus goals. In addition, the office provides academic and co-circular support services for scholarships, provides financial literacy and educational tools, and partners with faculty and other student success areas across campus to provide excellent service to low- and middle-income students and other scholarship recipients. The work of the office is public in nature and closely scrutinized by students and their families, lawmakers, faculty and staff at the University, and by the media (local, regional, and national).

The University of North Carolina at Chapel Hill seeks a strategic and collaborative leader to serve as Director of OneStop Student Services. Reporting to the Associate Provost and Director of the Office of Scholarships and Student Aid ( OSSA), the Director provides executive leadership and oversight for an integrated, student-centered service model supporting admissions, enrollment, registration, student records, financial aid, billing and payments, and veteran education benefits.
The Director is responsible for the strategic direction, operational management, and continuous improvement of OneStop Student Services, ensuring high-quality, accessible, and compliant service delivery across all modalities, including in-person, phone, email, web, and technology-enabled platforms. This role plays a critical leadership function in advancing student success and supporting the University's long-term enrollment growth goals.
As a senior leader within Enrollment Management, the Director collaborates extensively with academic and administrative partners across the University to align enrollment and student service processes, interpret and implement institutional and regulatory policy, and resolve complex or escalated student service issues. The position carries significant authority in policy application, compliance oversight, and institutional decision-making related to enrollment services and student accounts.
The Director leads and develops a high-performing professional staff, fosters a culture of innovation and continuous improvement, and represents the University in state, regional, and national professional organizations. This position offers the opportunity to shape and advance a 'no wrong door' OneStop service model at one of the nation's leading public research universities.

Relevant post-Baccalaureate degree required (or foreign degree equivalent); for candidates demonstrating comparable independent educational or instructional activities associated with the delivery and/or management of student support functions, will accept a relevant Bachelor's degree (or foreign degree equivalent) and at least 1 year of relevant experience in substitution.

* Progressive leadership experience in higher education administration, enrollment services, financial aid, student accounts, records, or related student services functions.
* Demonstrated knowledge of federal and state regulations impacting enrollment and student services.
* Proven ability to operate strategically, develop short- and long-term goals, and lead initiatives that support institutional priorities and student success.
* Demonstrated leadership and supervisory experience, including building, mentoring, and motivating high-performing teams in a complex organization.
* Strong ability to interpret, apply, and implement policies and procedures with consistency, sound judgment, and attention to compliance and risk management.
* Demonstrated success managing projects and leading cross-functional teams in a fast-paced, high-volume, and high-pressure environment.
* Excellent communication, presentation, and interpersonal skills, with the ability to effectively engage stakeholders at all levels of the organization.
* Demonstrated problem-solving, decision-making, and time management skills, including the ability to manage competing priorities.
* Ability to build collaborative relationships across academic and administrative units and with external partners.

* Demonstrated experience leading or working within a One Stop or integrated student services model in higher education.
* Experience at a large, decentralized public research university or similarly complex institution.
* Familiarity with enterprise student information systems and CRM platforms (e.g., PeopleSoft, Slate, or comparable systems).
* Demonstrated success leading large-scale, enterprise-wide projects, organizational change initiatives, or service transformation efforts.
* Experience using data, performance metrics, and business intelligence tools to inform decision-making and assess service effectiveness.

The University is an equal opportunity employer and welcomes all to apply without regard to age, color, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, or sexual orientation. We encourage all qualified applicants to apply, including protected veterans and individuals with disabilities.