Associate Director of Student Engagement and Outreach

JOB PURPOSE: 

The Associate Director of the Bison One Stop plays a critical leadership role in delivering a seamless, student-centered experience by supporting the daily operations, strategic engagement efforts, and service model of the One Stop Student Services Center. Working closely with the Director, this position helps integrate and coordinate student-facing services—including financial aid, student accounts, registration, and academic records—into a centralized hub that reduces barriers, streamlines processes, and ensures timely, accurate service.

A key component of this role includes leading the Center’s student outreach, education, and engagement strategies. The Associate Director oversees outbound calling campaigns, proactive communications, workshops, and training sessions designed to help students successfully navigate critical university processes. This includes coordinating call center operations, supervising student ambassadors and staff involved in outreach, and using data to design, assess, and continuously improve engagement initiatives.

This position ensures that services are delivered with clarity, kindness, and consistency and reflects Howard University’s commitment to Truth and Service.
 

SUPERVISORY AUTHORITY:

The Associate Director supervises the internal call center staff and student workersconducting outbound outreach efforts. This includes hiring, training, scheduling, performance management, and ongoing professional development for both professional and student staff.
 

NATURE AND SCOPE:

Internal contactsinclude: Enrollment Management, Financial Aid, Registrar, Student Accounts, Academic Advising, Student Affairs, Residence Life, academic units, and other student-facing offices across the University.

External contactsinclude: students, families, alumni, community partners, vendors, and external agencies involved in student support, communication, or system processes.
 

PRINCIPAL ACCOUNTABILITIES:

• Provide high-qualityservice to students during the workday shift, assisting with inquiries and outbound calls related to financial aid, billing, registration, and academic records.

• Coordinate with the Director to create a calendar for outbound calling campaigns to current and prospective students 

• Ensure daily service operations run smoothly by following established protocols and escalating issues as needed.

• Assist with the rollout of service policies, procedures, and staff training initiatives to enhance consistency and quality.

• Use student systems and service platforms effectively to manage inquiries, track interactions, and contribute to service improvements.

• Collaborate with students, faculty, and staff to promote a culture of service excellence and continuous improvement.

• Maintain a strong in-person presence and uphold the values of the University through respectful, student-focused engagement.