Description

Manager, Operations

Northern Arizona University

Special Information

• This position is an on-site position which requires the incumbent to complete their work primarily at an NAU site, campus, or facility with or without accommodation. Opportunities for remote work are rare.

About the Department/College

The Office of the Registrar provides services through phone, email and in person, supporting each NAU student multiple times per semester throughout their academic career by conducting core functions, which include enrollment, transcript and verification production, tuition calculation, and graduation transactions. All roles within the Registrar's Office require employees to use new and existing technology and tools that assist with student record management, including, but not limited to: PeopleSoft, Salesforce, OnBase, National Student Clearinghouse, etc.

The successful candidate will exemplify the ongoing vision, mission, and goals of the university's student academic records functions, while remaining in compliance with all Federal and State laws pertaining to confidentiality and records retention, as well as all local NAU academic policies and procedures. At all times, the Office of the Registrar secures and safeguards student records, student data, and other confidential information, and helps to maintain the secure Student Information System for academic records used in registration, and mandated reporting functions, ensuring the confidentiality and accuracy for students, and compliance with all regulations and requirements including FERPA guidelines. This position will be required to keep current on university and governing laws related to dispensing confidential information.

About the Position

Northern Arizona University is seeking a dynamic and service-oriented Manager of Operations to lead the high-visibility Student and Client Services team within the Registrar's Office. This role oversees daily operations that support critical academic records functions-including student enrollment, transcript and verification processing, and undergraduate graduation. As a key member of the Registrar's leadership team, the Manager collaborates with university stakeholders to shape strategic initiatives and enhance service delivery across campus. The position supervises two full-time staff and up to five student employees, ensuring efficient workflows, consistent policy implementation, and exceptional customer service. Ideal candidates will bring strong leadership, operational planning, and cross-functional communication skills to foster a responsive and student-centered environment.
Responsibilities Include

60% - Workflow Management

• Supervises, hires, trains, evaluates, and promotes the professional development of four full-time Student Records Specialists.
• Oversees all NAU student transcript and verification request activity using PeopleSoft, the National Student Clearinghouse (NSC) website, and NAU's historical Permanent Record Card (PRC) database accurately and in a timely manner.
• Collaborates with the Office of Student Life to research inquiries regarding disciplinary conduct of students for enrollment verification requests.
• Provides key leadership to the office by determining how to achieve optimal integration and productivity of Tier 1 and Tier 2 staffing resources.
• Collaborates with and provides direct key support to the Associate Registrar for Front Line Service Operations.
• Works closely with the Associate Registrar/Back Operations/Data Integrity team to develop strategies to identify and minimize data intake errors on the front end.
• Evaluates program effectiveness to develop and implement improved processing methods and client service. Develops and regularly creates, reviews, and makes timely updates, corrections, improvements to existing forms, web content, and correspondence.
• Assists Center for International Education (CIE) Student Abroad enrollment and grading processing for an ever-growing and complex student population.
• Performs timely, in-depth follow-up and analysis on reported inquiries and concerns.
• Monitor and manage student employee budget.
• Coordinates the processing of drop/add, withdrawals, petitions, tuition/fee refunds, student record maintenance, and research as required for current and alumni students.
• Ensures area processes are completed accurately and aggressive deadlines are met.
• Provides key leadership in the implementation of functions associated with PeopleSoft and student records end-user testing including update and fix maintenance cycles.
• Monitors document imaging of student enrollment records for quality control.
• Develops and recommends revisions to enrollment policies and procedures, particularly those dealing with the maintenance of data processing systems and records. Writes work requests and assists ITS in the implementation of such requests.
• Approves or denies Petition to Add/Drop after the deadline to include withdrawals and petitions to change drop/withdrawal date requests. Communicates appropriately to students and/or departments.
• Updates Office of the Registrar Procedural Manual and ensures implementation of new procedures.
• Initiates and/or supervises the preparation and distribution of various reports and data queries.
• Reports to the Associate Registrar to maintain both written and verbal updates of work status and problems requiring resolution.
• Monitors the OnBase document imaging of student enrollment records for quality control.
• Consistently complies with all Federal and State laws pertaining to confidentiality and records retention, as well as all local NAU academic policies and procedures.
• Coordinates tasks for regularly scheduled internal departmental PeopleSoft Updates and Fixes testing in addition to High Point Mobile testing.
• Performs student record maintenance and leads projects as assigned as they contribute to the Registrar's Office team.
• Ensures reliability and accuracy of departmental computer databases and/or paper files.
• Plans, schedules, allocates, and prioritizes workload of front-facing team of student workers to meet high demand client service and daily operational requirements. Assists directly with the more specialized and complex tasks.
• Monitors and coordinates the daily processing of all name changes, FERPA updates, administrative requests, transcript and verification processing requests, OnBase data archiving, and general NAU inquiries.
• Develops, revises, and implements best-practices office methods and procedures to ensure that all work is completed in a timely and efficient manner.
• Establishes, monitors, and ensures adherence to quality and quantity standards.

15% - Supervision and Customer Service

• Guarantees a high level of customer service by assisting with various customer situations by making decisions, helping to find solutions, and providing an appropriate resolution.
• Recommends new or revised department policies and procedures; coordinates and implements approved changes in policies and procedures affecting assigned functions; updates affected policy/procedure manual as necessary.
• Assists supervisor with daily tasks, research, maintenance, and special projects in the transcripts/verifications and enrollment areas.
• Maintains an open line of communication with supervisor and works well in a team environment. Consistently exercises strong written and verbal communication skills.
• Handles escalations and provides thoughtful and well-considered resolutions.
• Responds with a high-level of customer service and content expertise to inquires/concerns from students, parents, and NAU employees, representing a wide variety of backgrounds, regarding registration processing and information flow.

15% - Customer and External Stakeholder Collaboration

• Works directly with the NAU Student Accounts and Financial Aid management teams to solve tuition calculation errors and determine financial aid consequences for the student if a petition to change withdrawal dates (tuition/fee refund) is approved.
• Collaborates with Student Service Center staff to improve student experiences.

5% - Registrar Leadership Team

• Serves as a member of the Office of the Registrar's management team by participating in strategic planning, staffing decisions, and related functions.

5% - Other

• Other duties as assigned.

Minimum Qualifications

• Bachelor's degree in related field.
• 1 years of management or supervisory experience.
• 2-4 years of relevant experience.

*A combination of related education, experience, and training may be used as an equivalent to the above Minimum Qualifications.

Preferred Qualifications

• Experience with the functions of the Registrar's Office, Undergraduate Admissions, Financial Aid, Student Accounts, and Institutional Research and Analytics.
• Experience working in a higher education institution.
• Experience with student information systems: Oracle/PeopleSoft, Salesforce, etc.
• Experience with database query tools.

Knowledge, Skills, & Abilities

Knowledge

• Knowledge of principles and procedures of the assigned work unit.
• Knowledge of management practices and principles.
• Knowledge of hiring procedures.
• Knowledge of NAU student academic records practices and functions (e.g., student program/plan data; graduation processes; enrollment and student records and functions, etc.).
• Knowledge of FERPA.

Skills

• Effective supervision, organization and training.
• Program development and execution.
• Coordination of activities, evaluating data and establishing priorities.
• Organizational skills and strong attention to detail.
• Microsoft Office Suite (Word, Excel, PowerPoint).
• Supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.

Abilities

• Exercises good judgment and professionalism in a fast-paced setting.
• Works independently.
• Communicates effectively.
• Promotes a diverse, inclusive environment.

Compensation

Salary range is $58,882 - $62,428. Annual salary commensurate with candidate's qualifications and related experience.

Pre-Employment Check

Northern Arizona University requires satisfactory results for the following: a criminal background investigation, an employment history verification and a degree verification (in some cases) prior to employment. You may also be required to complete a fingerprint background check. Also, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States.

This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting. If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements.

Notice of Availability of the Annual Fire and Security Report

Each year Northern Arizona University releases an Annual Security Report. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities. If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

Immigration Support/Sponsorship

NAU will not provide any U.S. immigration support or sponsorship for this position.

Submit your Application

To apply for this position, please click on the "Apply" button on this page. You must submit your application by midnight of the application deadline.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at 928-523-8773, DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.


To apply, please visit: https://careers.nau.edu/jobs/manager-operations-flagstaff-arizona-united-states







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