Associate Director, Operations

Associate Director Of OperationsThe Associate Director of Operations is responsible for the strategic oversight and daily management of the Student Account Operations team in the Office of the Bursar. This role ensures efficient, accurate, and transparent processing of student financial transactions and account services, directly supporting the university's commitment to academic excellence and student success. The Associate Director is a critical member of the Student Financial Services leadership team and provides supervision to five professional staff members.Responsibilities include overseeing day-to-day operations related to student billing, external charges, payments, and refunds; managing all payment channels for education-related expenses and overseeing refund, cash receipt, and bank deposit operations; executing all University, Laboratory School, and Third-Party billing according to the annual billing calendar; managing and delivering living expense and overpayment refunds from all payment channels; supervising, mentoring, and training staff to ensure exacting standards of customer service and operational efficiency; collaborating with internal teams and university departments on policy development and implementation regarding student account operations; analyzing account processes and recommending improvements through automation, technology, and best practices; maintaining professional knowledge in the areas such as accounts receivable billing and collections, e-commerce, and supporting staff with professional development opportunities; ensuring compliance with federal, state, and university regulations related to student account operations; resolving complex and escalated student account issues, reconciliation requests, and quality assurance findings; leading strategic projects aimed at improving operational effectiveness, technology implementation, and third-party integrations; promoting a positive and inclusive team culture with continuous professional growth; managing employees by establishing annual performance goals, allocating resources, assessing annual performance, and determining individual merit, incentive, and/or promotional increases; managing program operations and administrative functions which may include planning and scheduling, program evaluation, policy implementation, personnel administration, budget, marketing, fundraising, and proposal development; and performing other related work as needed.Minimum requirements include a college or university degree in a related field and knowledge and skills developed through 7+ years of work experience in a related job discipline. Preferred qualifications include a Master's degree in a related field, seven or more years of progressive and supervisory experience in student accounts, bursar's office, or higher education financial operations, in-depth knowledge of student account systems, billing processes, accounting principles, and regulatory compliance, proven leadership and staff management abilities, experience in configuring and managing ERP and third-party payment systems; experience with PeopleSoft and Transact strongly preferred, strong background in process improvement and project management, accomplished in prioritizing multiple tasks in a demanding environment and meeting deadlines, proficiency in analyzing financial data, identifying trends, and recommending operational improvements, adept at resolving complex account issues and managing sensitive situations with discretion, understanding of privacy laws (FERPA), Title IV Cash Management, financial regulations, and institutional policies, experience in implementing new processes, technologies, or strategies to improve efficiency, ability to motivate, mentor, and develop staff; foster a collaborative and inclusive work environment, familiarity with student information systems (e.g., Banner, PeopleSoft), Microsoft Office Suite, and database management, excellent verbal and written communication skills; able to present complex financial information clearly, and commitment to delivering exceptional service to students and campus partners.This position is hybrid, and the number of in-person requirements is dependent on seasonal responsibilities and averages 3-5 days a month in-person.