Director, Student Access and Onboarding

DEFINITION:

The Director of Student Access and Onboarding provides leadership for the College's front-line customer service, student recruitment, outreach, and onboarding functions. The director oversees efforts to create a welcoming and accessible first point of contact, attract and engage prospective students, guide students through the admissions process, and deliver a coordinated new student orientation experience.

In collaboration with the Dean of Enrollment Services and departments across the College, the director implements strategies to strengthen student access, recruitment, enrollment, and the student experience from initial inquiry through enrollment and transition to ongoing advising and student support services. The director provides leadership and supervision to staff responsible for student recruitment, information services, admissions support, and new student onboarding.

• Receives general supervision from the Dean of Enrollment Services
• Supervises Student Recruiters, New Student Navigators, and Information Specialists/Representatives

• Leads front-line student access and customer service, ensuring a welcoming, responsive, and consistent experience for prospective and current students, including degree-seeking, short-term training, continuing education, and other learners, as well as families, faculty and staff, visitors, and the general public.
• Develops and implements comprehensive recruitment and outreach strategies to attract and engage prospective learners across the College's academic, workforce, continuing education, and training offerings, with particular attention to populations served by the College.
• Leads community and recruitment activities, including school visits, college fairs, information sessions, open houses, campus visits, workforce and community events, and other on-and off-campus activities designed to increase awareness, access, and participation in College programs and services.
• Oversees the student access and enrollment experience from initial inquiry through entry into a College program or course, ensuring clear communication, timely follow-up, assistance navigating admissions and registration requirements, and coordinated support across academic, workforce, and continuing education pathways.
• Leads the planning and implementation of new student onboarding and orientation, including face-to-face and online experiences, onboarding resources, communications, and activities that help students successfully begin.
• Provides leadership and supervision to staff, including hiring, training, performance management, scheduling, and development of service standards and competencies.
• Utilizes the College's CRM and other technology tools to support recruitment, communication, engagement, admissions, registration, and onboarding, establishing effective processes for staff use and consistent follow-up across student populations and educational pathways.
• Collaborates across the College to create a coordinated experience, connecting students with Academic Advising, Financial Aid, Economic & Workforce Development, Career Services, and other areas as appropriate and ensuring effective handoffs to ongoing support services.
• Uses recruitment, enrollment, onboarding, and service data to assess effectiveness and inform decision-making, identifying trends, establishing benchmarks, and recommending strategies and process improvements.
• Continuously evaluates and improves student-facing services, processes, and practices, incorporating student feedback, data, technology, and emerging best practices to promote accessibility, service excellence, and a seamless onboarding experience.