Team Lead, Education ​/ Teaching

Overview

The Division of Enrollment Management at Rutgers University-Newark is dedicated to attracting, admitting, and supporting students throughout their academic journey. The division includes several key areas:
One Stop Student Services (which integrates the Office of Financial Aid and the Registrar's Office), the Office of Graduate and Undergraduate Admissions, and the Center for Pre-College Programs.

The Team Lead provides day-to-day leadership and operational oversight for Senior Program Coordinators within the One Stop Student Services Center, ensuring high-quality, student-centered service delivery. This role supports staff performance, workflow coordination, and continuous improvement while advancing the One Stop's integrated service model.

• Hiring, coaching, supervising, training, and evaluating a staff of Senior Program Coordinators (Sr. Program Coordinators), promoting a high level of customer service, and supporting operations and workflow management of the One Stop.
• Employs a comprehensive performance management system with staff, including performance planning, multiple sources of feedback, and performance reviews.
• Develops and sustains cooperative working relationships; encourages and facilitates cooperation within the One Stop and with customer groups; fosters commitment, team spirit, pride, and trust.
• Monitors performance and provides feedback on a regular basis; provides mechanisms for communication among staff; collaborates with other Team Leads and One Stop leadership to analyze workload and adjust staffing configuration as needed to ensure that appropriate job priorities and goals are set.
• Identifies ongoing training needs or other mechanisms to ensure high-quality interactions in the One Stop, will advocate for staff professional development and connect Student Services Advisor to those opportunities, and resolve personnel and disciplinary issues as needed.
• Maintains advanced understanding of the functionality that exists in the student information system, serves as a liaison with key individuals in the functional offices to execute advanced actions and support problem resolution on behalf of the students to meet One Stop service expectations.
• Maintains familiarity with the operational calendars and deadlines of enrollment services areas to proactively identify peak service times, student questions, and approaches to address peak volume and problem resolution.
• Supports front-line operations by working directly with students in navigating class registration, grades, degrees, financial matters, and other information related to academic records.
• Counsels, advises, investigates, problem-solves, and resolves questions and issues from students, parents, staff, collegiate units, and other third parties.
• Acts as a facilitator to resolve student services issues; be knowledgeable about all student benefits and functions across the Offices of Financial Aid, Registrar, and Student Accounting, Billing and Cashiering.
• Identifies and anticipates student enrollment issues, resolves or establishes a viable and timely plan for resolution, and follows up on agreed-upon plans.
• The Team Lead will be prepared to address student enrollment needs and develop specialized knowledge through ongoing professional development.

Minimum Education and Experience:

• Requires a bachelor7s degree
• Three years of experience in financial aid, registration, and/or student billing at an academic institution

Required Knowledge, Skills, and Abilities:

• Excellent interpersonal, written, and verbal communication, critical thinking and administrative skills
• Ability to meet expectations in a fast-paced and dynamic customer-oriented environment with flexibility to accommodate adjusting priorities
• Ability to operate strategically and develop short- and long-term goals and methods to achieve them
• Sensitive to cultural diversity and backgrounds
• Experience in Microsoft Office Suite, student information systems, case management
• Must be able to attend functions off campus and work regularly scheduled evenings/weekends as required

Preferred Qualifications:

• Master7s degree in higher education administration or related…