Assistant Director, One Stop Student Service Center

Assistant Director, One Stop Student Service Center

At The New School, we redefine the boundaries of education, creativity, and innovation. Founded in 1919 and located in the heart of New York City, we are home to over 9,000 students from over 100 countries, offering more than 135 degree and diploma programs across our renowned colleges, including Parsons School of Design, The New School for Social Research, Eugene Lang College of Liberal Arts, Parsons Paris, and the College of Performing Arts.

Our progressive, interdisciplinary approach has earned us recognition as one of the most forward-thinking institutions in the world.

The One Stop Student Service Center team provides high quality customer service to support students' academic and financial objectives. The team's partners are Financial Aid, the Registrar's Office, the university Retention Initiative, and Student Accounts. One Stop Counselors are cross-trained to assist with questions and requests regarding billing, payment, financial aid, enrollment verification, transcript ordering, and completion of forms. The team provides assistance in-person, by phone, and by email.

The Assistant Director reports to the Director in delivering exceptional service while driving operational improvement. This role balances student-facing support, leadership, knowledge management, and process innovation. The ideal candidate is comfortable assisting students directly, supervising Student Assistants, and streamlining workflows. Success in the role requires a student service orientation, kindness, accuracy, meticulous attention to detail, and enthusiasm for system improvement.

Student Service & Coverage

• Provide support to students via email, phone, and in-person meetings regarding billing, payment, financial aid, student records, and housing.
• Troubleshoot and resolve a wide variety of student issues to point of resolution.
• Develop and maintain a comprehensive understanding of the University's policies and procedures in relation to financial aid, billing, payment, registration, and student records, and demonstrates strong ability to explain and effectively counsel students on navigating these processes.
• Document history of each student service interaction in Banner or Stellic.
• Provide outstanding customer service to students and families, approaching every encounter professionally and with a welcoming and caring attitude.
• Serve as primary backup to the Director; assume Director responsibilities during Director's absences, including decision-making on urgent escalations and team coordination.

Student Assistant Supervision & Development

• Recruit, hire, train, and manage the student assistant team; create schedules in collaboration with campus partners.
• Assign tasks, set performance expectations, provide ongoing feedback, and conduct regular one-to-one meetings.

Knowledge Base & AI Student Service Platform Management

• Assist Director in revising, and updating policies and procedures in Guru, our knowledge base, and also in our AI platform to ensure accuracy and completeness.
• Collaborate with Director, Counselors, and partner offices to maintain current, student-facing information.
• Monitor AI agent responses for accuracy and thoroughness; identify gaps or errors requiring correction.
• Ensure that information in knowledge base is accurate, relevant, and reflective of current institutional practices and regulations.
• Maintain documentation of changes and version control.

Counselor Training & Development in Coordination with Director:

• Assist Director in developing training materials, resource guides, and tip sheets for Counselor team.
• Assist Director with the coordination and management of counselor schedules to ensure appropriate coverage, operational efficiency, and effective student support.

Workflow Improvement & Process Automation

• Identify inefficiencies in current workflows and recommend improvements.
• Explore opportunities to automate routine tasks using Google Workspace tools (Forms, Sheets, Flow) and other automation tools to reduce manual work and improve accuracy.
• Document processes and create standard operating procedures.
• Ass…