Salary: $95,175.00 - $105,750.00 Annually
Location : Racine Campus, Racine, WI
Job Type: Full-Time
Job Number: 26019
Division: Student Affairs
Opening Date: 05/28/2026
Closing Date: 6/14/2026 11:59 PM Central

SUMMARY
The Director of Student Services Operations provides leadership and oversight for the college's frontline student service operations across multiple campuses, including Student Services Centers, Welcome Desks, Express Services, and Contact Centers. This role is responsible for managing daily operations, supervising staff, and ensuring consistent, high-quality, student-centered service delivery across all service points.

The position focuses on implementing service strategies, optimizing workflows, and resolving operational challenges to support an efficient and seamless student experience from initial inquiry through enrollment and ongoing engagement. The director collaborates with internal departments to align service delivery with institutional priorities and to remove barriers impacting student access and success.

This position has supervisory responsibilities and reports to the Dean of Learning Resources and Student Services.

This position requires full-time, in-person leadership across multiple campuses within the college's tri-county district, including routine travel between locations. The essential functions of this role must be performed on-site, and the position is not eligible for remote or hybrid work arrangements.

Key Institutional Contributions

• Consistent, high-quality student service delivery is maintained across all campuses, ensuring equitable access to student support services regardless of location or entry point.
• Student onboarding, inquiry resolution, and service navigation processes are efficient and responsive, resulting in improved student satisfaction and reduced barriers to enrollment and persistence.
• Frontline service operations are effectively staffed, supervised, and coordinated, ensuring appropriate coverage, accountability, and performance across all student-facing service points.
• Operational workflows, procedures, and service standards are consistently implemented, resulting in reliable service delivery and compliance with institutional policies, including FERPA.
• Cross-functional coordination between student services, academic departments, and administrative units is strengthened, improving issue resolution, communication flow, and student referral processes.
• Data-informed monitoring of service performance supports continuous improvement in operational efficiency, service quality, and student experience outcomes.

RESPONSIBILITIES
Administrative & Operational Execution (40%)

• Oversee and coordinate frontline student service operations across multiple campuses, including service centers, welcome desks, contact centers, and ID services to ensure consistent and efficient service delivery
• Develop and maintain operational procedures, service protocols, and training materials to ensure consistency, compliance, and alignment with institutional policies and FERPA requirements
• Support triage functions, recruitment and retention initiatives, and major college-wide events by coordinating planning, staffing, and operational logistics
• Manage staffing operations by overseeing schedules, ensuring coverage across service locations, and supervising daily workflow execution

Client/Customer Service & Communication (20%)

• Foster a welcoming, inclusive, and student-centered service environment for students, families, visitors, and staff across all service locations
• Serve as a liaison across academic departments, faculty, and administrative units to coordinate service delivery, resolve issues, and support student access
• Support communication and coordination of student services activities, including outreach, service updates, and cross-functional initiatives
• Represent the division in cross-functional meetings and institutional communication efforts related to student services operations

Critical Thinking & Decision-Making (15%)

• Analyze service metrics, customer feedback, and operational data to identify trends, gaps, and opportunities for improvement
• Apply judgment to resolve service delivery issues, operational challenges, and student concerns in a timely and effective manner
• Recommend and implement process improvements to enhance service efficiency, consistency, and student satisfaction
• Support evaluation and optimization of service technologies, systems, and operational practices

Project & Workflow Management (10%)

• Coordinate service delivery workflows, staffing coverage, and operational schedules to ensure effective support across multiple campuses and service points
• Support implementation of operational initiatives, including service improvements, system updates, and process enhancements
• Monitor timelines, service demands, and operational priorities to ensure continuity and efficiency of frontline services

Strategic & Business Thinking (10%)

• Monitor service performance trends, operational data, and student experience outcomes to inform decision-making and continuous improvement efforts
• Contribute to divisional planning by aligning frontline service delivery with institutional priorities and student success goals
• Evaluate staffing models, service delivery approaches, and resource utilization to improve operational effectiveness across campuses

Additional Responsibilities (5%)

• Supervise, train, and evaluate frontline student services staff; support employee development and performance management processes
• Manage operational budgets, purchasing, and resource allocation to support service delivery and team effectiveness
• Support special projects, process improvements, and institutional initiatives as assigned
• Perform other duties as assigned in support of departmental and institutional operations

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
WHAT YOU NEED TO SUCCEED IN THE POSITION
Required:

• Bachelor's degree
• Minimum of 4 years of progressively responsible experience in higher education, student services, or customer service operations, including demonstrated experience supervising staff in a frontline or service-oriented environment.
• Experience managing day-to-day operational issues in a student-facing or service delivery setting, with the ability to resolve problems and coordinate across functional areas.
• Strong organizational, planning, analytical, and communication skills with the ability to manage competing priorities in a fast-paced operational environment.
• Knowledge of student support services, student success practices, and institutional resources used to support student access and retention.
• Experience using student service technologies, CRM systems, or student information systems to support service delivery, data tracking, and reporting.
• Demonstrated professionalism, sound judgment, and ability to maintain effective working relationships with diverse stakeholders.

SUPPLEMENTAL INFORMATION

DIVISION/LOCATION: Student Affairs/Racine
COMP GRADE: L
FLSA DESIGNATION: Exempt
CONDITIONS OF EMPLOYMENT:

• Engage in district-wide travel to support students and foster collaboration with Gateway faculty and staff.
• Flexibility is needed to accommodate day, evening and weekend student & business needs

GuideNot ApplicableActivity is not applicable to this occupationOccasionallyOccupation required this activity up to 33% of the time (0 - 2.5+ hrs/day)FrequentlyOccupation required this activity from 33% - 66%% of the time (2.5 - 5.5+ hrs/day)ContinuouslyOccupation required this activity more than 66% of the time (5.5+ hrs/day)
Physical DemandsFrequency
Lift/CarryFrequencySittingContinuously
0 - 10 lbsOccasionallyStandingOccasionally
11 - 20 lbsOccasionallyWalkingNot Applicable
21 - 50 lbsNot ApplicableReaching OverheadNot Applicable
51 - 100 lbsNot ApplicableReaching at or Below Shoulder LevelNot Applicable
Over 100 lbsNot ApplicableKeyboardingContinuously
StoopingNot Applicable
Push / PullYes / NoCrouchingNot Applicable
12 lbs or lessOccasionallyKneelingNot Applicable
13 - 25 lbsNot ApplicableCrawlingNot Applicable
26 - 40 lbsNot ApplicableClimbing Ramps or StairsNot Applicable
41 - 100 lbsNot ApplicableClimbing Ladders, Ropes or ScaffoldingNot Applicable
Over 100 lbsNot ApplicableDrivingFrequently
Traveling - overnight stay(s)Occasionally
Hearing RequirementYes / NoCommunicating VerballyFrequently
One-on-one (in person)YesFar Visual Acuity: clarity to see 20' or moreNot Applicable
Group or conference (in person)YesNear Visual Acuity: clarity to see 20" or lessContinuously
TelephoneYes
Other SoundsYes
Working ConditionsFrequency
Noise Intensity LevelFrequencyHumidity: non-weather relatedNot Applicable
QuietOccasionallyExtreme Cold: non-weather relatedNot Applicable
ModerateFrequentlyExtreme Hot: non-weather relatedNot Applicable
LoudOccasionallyWorking OutdoorsNot Applicable
Very LoudNot ApplicableWetness: contact with water or other liquidsNot Applicable
Working ConditionsFrequency
Working ConditionsFrequencyWorking in Close Proximity to OthersOccasionally
Working interruptionsFrequentlyOpen Work SpaceOccasionally
Stressful situationsOccasionallyWorking in a confined spaceOccasionally
Exposure to offensive odorsNot ApplicableExposure to a computer screen Continuously
Required uniform supplied by departmentNot Applicable
Revised: April 2025
01

Do you possess the minimum of a Bachelor's Degree?

• Yes
• No

02

Do you possess a Minimum of 4 years of progressively responsible experience in higher education, student services, or customer service operations, including demonstrated experience supervising staff in a frontline or service-oriented environment?

• Yes
• No

03

Do you possess experience managing day-to-day operational issues in a student-facing or service delivery setting, with the ability to resolve problems and coordinate across functional areas?

• Yes
• No

04

Do you possess strong organizational, planning, analytical, and communication skills with the ability to manage competing priorities in a fast-paced operational environment?

• Yes
• No

05

Do you possess knowledge of student support services, student success practices, and institutional resources used to support student access and retention?

• Yes
• No

06

Do you possess experience using student service technologies, CRM systems, or student information systems to support service delivery, data tracking, and reporting?

• Yes
• No

07

Do you possess demonstrated professionalism, sound judgment, and ability to maintain effective working relationships with diverse stakeholders?

• Yes
• No

08

For consideration of employment, Did you attach a copy of your transcripts and/or certifications to your application? (Application will not be considered without transcripts)

• Yes
• No
• Does not apply to my situation

09

I understand and acknowledge that Gateway does not pr