Description

The Director of One Stop Student Services provides strategic leadership, operational oversight, and organizational design for the University of Arizona’s centralized student service model integrating enrollment, financial aid, student accounts, and academic records support functions. Reporting to the Chief Financial Administrator this position is responsible for establishing and leading a high-performing, cross-functional One Stop that serves as the primary point of contact for students and families navigating financial aid, billing, registration, and records processes. The Director ensures seamless service delivery across the Office of Scholarships and Financial Aid, the Bursar, and the Office of the Registrar, aligning processes, policies, technology, and staffing to create an integrated and student-centered experience. This role requires executive-level judgment, strong change management leadership, and the ability to operate effectively within a complex public research university environment. The Director provides vision and direction for service excellence, operational efficiency, compliance, data informed decision making, and student retention and persistence outcomes.Visa sponsorship is not available for this position.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please visit https://talent.arizona.edu/.

Requirements

Strategic Leadership and Service Model Implementation 
Develop, execute, and maintain accountability for the strategic vision of Financial Aid service delivery within the One Stop Student Services model, ensuring alignment with Enrollment Management priorities and federal, state, and institutional financial aid requirements.
Lead and oversee the phased integration of financial aid operations within a centralized, studentfocused service model, ensuring continuity of compliance, accuracy, and service quality.
Design and oversee financial aid staffing models, crosstraining frameworks, service standards, and escalation protocols, ensuring staff readiness to support complex aid scenarios in a One Stop environment.
Establish and monitor performance metrics and dashboards specific to financial aid operations, including service effectiveness, resolution timelines, compliance indicators, and impact on student satisfaction, retention, and persistence.
Advise the Chief Financial Aid Administrator on operational integration strategies,service model optimization, and continuous improvement opportunities.
Lead organizational change initiatives associated with service consolidation and process redesign. 
Develop and sustain a strong service culture within financial aid operations centered on client experience and satisfaction by implementing effective de-escalation strategies and proactively adapting to student and supporter needs and feedback. 

Cross-Functional Collaboration and Institutional Alignment 
Serve as primary financial aid operational liaison between One Stop and the Office of Scholarships and Financial Aid, Bursar, and Registrar leadership. 
Facilitate cross-functional coordination to ensure consistent interpretation of policies and procedural alignment. 
Partner with Information Technology and CRM teams to optimize system integration, workflow automation, and case management tools. 
Support institution-wide initiatives related to enrollment operations, student success, and service excellence. 
Represent Financial Aid operations including One Stop Student Services on institutional committees as assigned. 

Operational Oversight and Performance Management 
Provide strategic leadership and oversight of operations across in-person, phone, virtual, and case management channels. 
In concert with direct report team leads, ensure consistent, accurate, and student-centered front-line service delivery across financial aid, student accounts, and registrar domains. 
Develop and maintain formal service level agreements (SLAs) and structured escalation pathways in partnership with functional leadership. 
Monitor service trends, processing timelines, compliance requirements, and operational risks.
Identify inefficiencies and implement continuous improvement strategies to enhance service quality and responsiveness. 
Work with team leads and home offices on approaches for the complex or high-impact student cases.

Compliance, Policy Interpretation, and Risk Mitigation 
Ensure One Stop staff are appropriately trained in federal financial aid regulations (Title IV), FERPA, ABOR policy, and institutional procedures. 
Provide senior-level leadership to support structured appeals and exception processes in collaboration with functional home offices. 
Establish and maintain operational documentation, service standards, and escalation frameworks. 
Identify and mitigate financial aid-related compliance risks associated with integrated service deliver.

Leadership and Talent Development 
Recruit, supervise, and evaluate professional and support staff. 
Build a cross-trained, collaborative team culture grounded in accountability and student centered service. 
Promote service practices aligned with the University’s commitment to community. 
Develop leadership capacity within the unit to ensure long-term sustainability and bench strength.

Knowledge, Skills & Abilities:

Demonstrated experience leading cross-functional operational initiatives or organizational change efforts.
Working knowledge of federal financial aid regulations and student information systems (e.g., PeopleSoft, Workday, CRM platforms).
Demonstrated ability to analyze operational data and use performance metrics to inform decision making.
Excellent written and verbal communication skills. 
Familiarity with ABOR governance and Arizona higher education policy environment.

Minimum Qualifications:

-Bachelor's degree or equivalent advanced learning attained through professional level experience required. 
-Minimum of 9 years of related work experience, including 5 years of managerial experience, or equivalent combination of education and work experience.
-Experience leading a team, project, program, or function is required.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.