Assistant Director Customer Service, Special Programs and Outreach

Job : 81086

Location
:
Santa Cruz

Full/Part Time
:
Full Time

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IRD for this job
: 10-09-2025

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It is known for innovation and experimentation as part of the campus DNA, with a playful, bold spirit on a campus renowned as among the most beautiful in the world.

The Financial Aid and Scholarship Office (FASO) delivers high‑quality service to students and families and supports access to a broad range of aid programs. Enrollment Management includes Financial Aid and Scholarships, Orientation and Undergraduate Admissions, and is part of Undergraduate Education. This office collaborates with campus partners and academic committees to support students’ educational goals. More information can be found at (Use the "Apply for this Job" box below)..

JOB SUMMARY

In consultation with the Associate Director, the incumbent ensures aid for special programs is administered according to federal, state, and institutional regulations. They maintain, develop, and modify policies for customer service and special programs, and coordinate activities with management and systems staff. The Assistant Director Customer Service, Special Programs and Outreach supervises advising staff in customer service and special programs (Education Abroad, non-UC EAP, consortiums, and summer session).

They conduct annual performance evaluations, monitor workloads, coordinate training, and implement corrective actions. The role includes needs analysis and processing caseload, student advising, publications, presentations, workshops, and online engagement on financial aid. They evaluate customer service effectiveness and initiate improvements, applying advanced expertise to financial aid programs and resolving complex situations.

Budgeted Salary: $77,000 - $92,550/year. Salary commensurate with skills, qualifications and experience.

Under California law, UC Santa Cruz posts a reasonable estimate of compensation. The salary shown is the budgeted amount the University expects to pay and should not be exceeded.

Benefits Level Eligibility: Full benefits

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week:
  Mon-Fri
• Shift Includes:
  Day

Employee Classification: Career appointment

Job End Date: None

Work Location: UC Santa Cruz Main Campus/Hybrid

Union Representation: Student Services and Advising Professionals (SSAP) - SS Union

Job Code Classification: 004528 (FINANCIAL AID OFCR
4) - Grade 22

Travel: Up to 25% of the time

35% - Program Management

• In consultation with the Associate Director and by monitoring program regulations, ensures special aid programs (Education Abroad, non-UC EAP, consortiums, and summer session) are administered in accordance with federal, state, and institutional policies.
• Manages the awarding process for special programs, and conducts quality control assurance measures to ensure accuracy and efficiency of awarding methods as prescribed by leadership. Maintains, develops, and modifies policies and procedures for these programs.
• Acts as liaison between customer service/special programs staff and the Associate…