Student Services Navigator, Lead
- Title: Student Services Navigator, Lead
- Class: Classified
- Exempt Status: Non-exempt
- Grade: 20
Job Summary
The Lead Student Services Navigator serves as the primary resource and leader for Student Services Navigation Center staff, coordinating and supporting day-to-day operations, training, and providing guidance in enrollment-related processes. This role bridges functional areas such as admissions, registration, financial aid, and student records to ensure seamless service delivery and support for students. The position also plays a pivotal role in process improvement, staff development, and maintaining a student-centered service philosophy, consistent with the mission and strategic priorities of the college.
Distinguishing Characteristics
This position differs from the Student Services Navigator role by emphasizing leadership responsibilities, including providing functional oversight of daily operations, mentoring and training staff, troubleshooting complex issues, and serving as a liaison with other departments. While this position does not directly supervise employees, it provides input on performance and serves as a point of escalation and expertise.
Essential Duties and Responsibilities
- Leadership and Coordination
- Coordinate daily operations of services, ensuring alignment with college policies and procedures.
- Act as a lead resource and mentor for student services staff, providing guidance and training on processes, systems, and best practices.
- Serve as the primary point of contact for escalated student inquiries or complex cases, collaborating with other departments to resolve issues.
- Support planning, development, and organization of the Enrollment Services team to achieve individual and team student services and retention goals.
- Serve as the campus liaison and technical expert on complex issues related to admissions, registration, student records, and governing laws and regulations.
- Maintains regular, transparent communication with management regarding both individual and team workload, project status, and capacity; following established best practices for accountability and operational alignment.
- Process Improvement and Compliance
- Identify opportunities for process improvements and efficiencies to enhance service delivery and the student experience.
- Ensure compliance with federal, state, and institutional policies and regulations related to enrollment, financial aid, and student records.
- Collaborate with department leadership to develop and implement standardized operating procedures (SOPs).
- Staff Development and Support
- Assist in onboarding, training, and cross-training enrollment services staff.
- Provide ongoing coaching and support to ensure staff are equipped to meet service expectations.
- Coordinate and facilitate team meetings, workshops, and training sessions.
- Demonstrate collaborative leadership skills by supporting team planning, development, and organization in achieving institutional goals.
- Supports the Navigator team in direction, training, and support, and leads by example by participating in the service delivery as standard practice.
- Service Delivery and Student Support
- Maintain expertise in admissions, registration, financial aid, and records processes to provide accurate guidance to staff and students.
- Promote a “no-bounce” service philosophy by ensuring seamless transitions between departments and resolving service gaps.
- Develop and maintain resources, such as training manuals and reference guides, to support staff in delivering accurate and efficient services.
- Proactively coordinate and support student services across multiple modalities (in-person, telephone, chat, email, etc.), ensuring high-level support and student satisfaction.
- Data Management and Reporting
- Monitor and analyze service metrics, such as response times, student satisfaction, and workload distribution.
- Prepare reports and recommendations for department leadership to inform decision-making and continuous improvement efforts.
Work Environment and Physical Requirements
Work is performed in an office environment and requires regular use of a computer and other standard office equipment. The position may require occasional travel to other campuses or locations and the ability to work a flexible schedule, including evenings and weekends, as needed.This position is fully onsite with limited remote work opportunities.
Minimum Qualifications
- High School diploma or equivalent. Two years of college level coursework in Student Services, Business, Service Industry, Sociology, Communication, or a related field. Experience performing related duties may substitute for the college level coursework requirement on a year-for-year basis.
- Three years of student services/support experience, including program/departmental coordination.
- Demonstrated experience in training, coaching, or mentoring staff.
Knowledge, Skills, and Abilities
Knowledge of:
- Strategic planning principles;
- Leadership principles;
- Educational recruitment and marketing strategies;
- Customer service principles and practices;
- Word processing, database, and spreadsheet applications;
- Federal, state, and institutional policies related to admissions, registration, and financial aid;
- Strategies to support individual student-centered experiences, considering factors such as race, gender, linguistic diversity, and socioeconomic status.
Skills in:
- Interpersonal communication and public speaking;
- Staff and program coordination;
- Training and mentoring staff;
- Problem-solving and troubleshooting complex issues;
- Multitasking and managing priorities in a fast-paced environment;
- Conveying technical information to non-technical audiences;
- Proficiency with student information systems (e.g., Banner, Workday, or similar platforms) and Microsoft Office Suite;
- Excellent communication, problem-solving, and organizational skills.
Ability to:
- Provide effective and responsive service;
- Learn and utilize Banner or other information systems and databases;
- Work effectively with diverse academic, cultural, and ethnic backgrounds of community college students and staff;
- Maintain accurate records and ensure data integrity;
- Develop and maintain effective working relationships;
- Proactively adapt to changing work requirements, technology, and dynamic environments;
- Utilize a student-centered approach in communication, collaboration, and problem-solving.
NEW: 4/2025