Team Lead for the Heels Hub

A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation's top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.

One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.

University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.

The Office of Scholarships and Student Aid works to ensure that qualified students have the opportunity to study at the University of North Carolina at Chapel Hill regardless of their ability to pay. The office serves students at all levels, including graduate and professional school students and coordinates all student financial support for the campus. The office assists in the recruitment, retention and success of students while maximizing available funds, exercising good stewardship of those funds, and performing related research, analysis and program evaluation in support of long-range enrollment and campus goals. In addition, the office provides academic and co-circular support services for scholarships, provides financial literacy and educational tools, and partners with faculty and other student success areas across campus to provide excellent service to low- and middle-income students and other scholarship recipients. The work of the office is public in nature and closely scrutinized by students and their families, lawmakers, faculty and staff at the University, and by the media (local, regional, and national).

The University of North Carolina at Chapel Hill seeks a Team Lead for the Heels Hub, a OneStop, student services, unit housed within Enrollment Management. This position plays a critical guiding role in delivering a seamless, student-centered service experience to students, families, and campus partners across the University. In addition to supervising the front-line staff who provide support through in-person and digital channels, the Team Lead performs advanced coordination and support duties, including service ticket review, routing, and resolution; knowledge-base content creation, and quality-assurance activities. The Team Lead will track service level metrics, identify and implement improvements to enhance program performance, and manage time, tools, and staffing to support the Heels Hub's operational needs. The position also requires the ability to interpret and apply institutional policies and to exercise professional judgment when determining if exceptions to standard processes or administrative rules may be appropriate.

Working in a fast-paced, high-volume environment, the Team Lead demonstrates a high level of independence and judgment and leads cross-training across multiple student service areas. The position supports UNC's 'no wrong door' service model by improving service consistency, reducing barriers, and ensuring timely and accurate assistance across the full range of student service functions. In this role, the Team Lead ensures that students and families receive accurate guidance across core enrollment functions.

The position also contributes to institutional compliance by maintaining accurate documentation, following established protocols, and upholding all federal, state, and University policies and regulations governing the access, use, and disclosure of student records, including the Family Educational Rights and Privacy Act ( FERPA). Through cross-training, teamwork, and student-centered problem solving, the Team Lead position helps ensure that students have access to the information, resources and academic guidance they need to successfully navigate Carolina.

Relevant post-Baccalaureate degree required (or foreign degree equivalent); for candidates demonstrating comparable independent educational or instructional activities associated with the delivery and/or management of student support functions, will accept a relevant Bachelor's degree (or foreign degree equivalent) and at least 1 year of relevant experience in substitution.

Strong customer service skills and experience working in a front-line, high-volume service environment.
Demonstrated ability to communicate clearly and professionally with students, families and campus partners.
Experience in triaging inquiries, problem-solving, and interpreting and applying institutional policies to wide-ranging student scenarios.
Proficiency using Microsoft Word, Excel, Outlook, Teams/Zoom, and CRM or ticketing platforms.
Experience creating written content, such as training guides, procedures, or knowledge-based documentation.
Ability to work independently and in a team environment, manage competing priorities, and maintain accuracy to detail in a fast-paced environment.
Commitment to all federal, state, and University policies and regulations governing the access, use, and disclosure of student records, including the Family Educational Rights and
Privacy Act (FERPA), Internal Revenue Code (IRC), and Higher Education Act (HEA).
Demonstrated ability to interpret and explain University policy related to enrollment, registration, academic records, and student status.
*Experience working in an admissions, financial aid, registrar, student accounts, or academic advising office, specifically in one or more of the following:
Preparing financial aid packages and providing student-centric counseling throughout the financial aid process, including prospective student recruitment, aid applications and verification, and special circumstances; or
Providing student-centric counseling throughout the admissions process, including prospective student recruitment, admissions application guidance, and enrollment support; or
Providing student account support, including processing billing due date extensions, explaining tuition, fees, charges, refunds, payments, and balances; how to set up a refund/bill payment, payment plans, authorized users/proxies, submit tuition/fee waivers, access 1098Ts; or
Assisting students with course registration, enrollment changes, transcripts, withdrawals, and cancellations, including explaining impacts on financial aid (R2T4), enrollment status, and academic standing; or
Reviewing and approving student requests related to academic record options, such as pass/fail grading elections or other registration related changes in accordance with University policy; or
Explaining and guiding students in planning their course of study in concert with the curricular requirements and school and campus policies; and tracking and monitoring students' academic progress.

Experience at a large, decentralized public research university or similarly complex institution.
Ability to interpret metrics and performance indicators and use data to drive decision-making.
Experience with ticket triage, workflow management, or service operations.
Experience supporting process improvements or contributing to service transformation efforts.
Experience interpreting and explaining program policy and procedures.
Experience leading teams or projects.
*Experience supervising students, temporary, or permanent staff.

The University is an equal opportunity employer and welcomes all to apply without regard to age, color, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, or sexual orientation. We encourage all qualified applicants to apply, including protected veterans and individuals with disabilities.