Director, Students First Center (on-site)

The University of California, Merced is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The salary range the University reasonably expects to pay for this position is $120,000. - $128,000.

This position is 100% on-campus.

Initial applicant review will take place on or around November 9, 2026. Posting will close when filled.

To learn more about Students' First Center, go to: https://studentsfirst.ucmerced.edu/

The University of California, Merced, is the newest of the University of California system's 10 campuses and one of the youngest universities to be designated an R1 research university. With approximately 9,600 undergraduate and graduate students, UC Merced is a smaller, more intimate campus compared to its sister campuses, while equipped and staffed as a cutting edge, 21st century research institution. With bachelor's, master's and doctoral degree programs, strong research and academic partnerships and a growing community in the heart of the San Joaquin Valley, the UC Merced campus is continually evolving and requires talented, knowledgeable and dynamic educators, researchers, management and staff.

Ranked in the top 30 among the best public universities in the nation by U.S. News and World Report and #1 for social mobility by the Wall Street Journal, UC Merced is uniquely equipped to provide world class educational opportunities to dynamic and enterprising students in the Valley and throughout the state. In partnership with UC San Francisco, UC Merced has launched a rigorous medical education program that will supply the Valley with culturally competent providers dedicated to improving local access to quality care. The campus enjoys a special connection with nearby Yosemite National Park, is on the cutting edge of sustainability in construction and design and is accelerating the continued economic development of the region.

The Director of the Students First Center (SFC) oversees a broad portfolio of centralized student services with a primary focus on enrollment services. This role is responsible for developing long term organizational goals, strategic direction, and operational plans that support the future growth of UC Merced's One Stop for Enrollment Management and student success. The Director leads a diverse team of professional staff and student employees, ensuring high-quality service delivery across all customer service entry points. The position has campus wide impact, supporting critical functions in student recruitment, admissions, financial aid, registration, billing, and general enrollment services. A core responsibility of the Director is maintaining seamless, student-centered services. This role requires making operational decisions and recommendations that directly influence unit performance and service quality. Given the nature of the SFC's work, the Director must possess in depth, working knowledge of:

* Financial Aid - qualification criteria, awarding processes, disbursement policies, compliance requirements

* Registrar Services - enrollment and registration policies, academic records, scheduling, and related procedures

* Student Business Services - billing, payment processes, and student account management

* Admissions - eligibility criteria, application processing, recruitment workflows, and evaluation procedures

This position ensures that students experience coordinated, accurate, and supportive guidance across all enrollment related functions, reinforcing UC Merced's commitment to student success.

KEY RESPONSIBILITIES:

• Provide vision, leadership, and management of the staff and operations of two One Stop Student Services Centers (UC Merced and UC Online), to ensure effective and efficient delivery of service.
• Provide the on-going direction and vision of the unit to a team of professional and student staff.
• Work with SFC leadership team and enrollment services advisors to provide the necessary tools, training, and resources to perform their jobs efficiently and effectively.
• Coach, counsel, mentor, and motivate staff.
• Make decisions on performance, salary actions, hiring decisions and other human resources related issues of managed staff. *Maintain an innovative and effective customer service and cross-functional training program for new staff, as well as an on-going refresher training program for staff.
• Delegate assignments appropriately to SFC leadership and enrollment services advisors.
• Provide on-going staff development and performance management for One Stop Leadership team and counselors.
• Promote and encourage professional development in the workplace.
• Implements corrective action as necessary to ensure excellent customer service.
• Encourage diversity in the workplace.
• Ensure access to and provision of quality customer service to the UC Merced community.
• Creates and maintains policies and procedures designed to provide seamless service from a student-centered perspective.
• Collaborate with directors and assistant directors of other areas in developing plans for enrollment related services.
• Research, assess, and implement new concepts or ideas that would enhance customer service.
• Determine appropriate and current procedures for enrollment and registration needs at the front counter, via phone and web-based applications.
• Ensure departments Quality Service Standards are upheld, and Service Level Agreements are being met.
• Fosters culture emphasizing student self-sufficiency and use of web-based self-service options.
• Identify efficiencies to promote operational excellence and implement process/service improvements for students and the University community.
• Resolve escalated student/parent issues.
• Meet regularly with other Enrollment Management Directors to work collaboratively on cross-functional processes and projects.
• Work cooperatively and collaboratively with central administrators in promptly resolving student, staff, and faculty issues.
• Primarily responsible for fiscal oversight and resource management for the Students First Center and UC Online customer support funds.
• Responsible for developing and implementing budgets for managed functions.
• Prepares annual budget requests in collaboration with Business Manager for the Vice Chancellor of Enrollment Management.
• Oversee and ensure timely assessment practices are employed.
• Determines appropriate methods for tracking and reporting services.
• Leverage CRM to monitor customer service trends and employee engagement.
• Utilize performance metrics to inform decisions made by the SFC Leadership team to maintain high-quality service levels.
• Lead on-going strategic planning efforts within the Students First Center by collecting internal and external customer feedback, analyzing impact on key department and University goals, and charging committees to execute the strategic initiatives identified.
• Create reports on student services assessment and tracking in support of UC Merced WASC Accreditation requirements and the Program Review process.
• Determines the long- and short-term goals and objectives of the organization.
• Responsible for developing the strategic plans for the SFC as related to the overall strategic plan for the University.
• Consult and meet periodically with schools, departments and other University personnel as appropriate to plan and coordinate new program ideas, changes, and opportunities.
• Develop new and innovative technology ideas and/or process solutions to enhance student services that meets the changing needs of students.*Develop organizational performance metrics and leverage technology to better serve students, find new ways to be more operationally excellent in the work we perform, and determine how our services impact student success measures such as retention and graduation rates.
• Participates in the coordinate of retention efforts for undergraduate students.
• Work with Enrollment Management Communications office to manage campus wide communication efforts, coordinates outreach and determines best practices for aiding students.
• Ensure effective outreach programming for the Students First Center.
• Leads student checklist initiatives.
• Maintains up to date information regarding student communication trends and service issues, distributes feedback across campus and makes recommendations for improvements.
• Assume other responsibilities as assigned.
• Serve on committees and task forces as a representative of the Students First Center.
• Function as an expert or resource person in area(s) of expertise. This primarily refers to customer service and emergency operations related to customer service.
• Manage University main phone line. In this role the SFC is considered essential Staff and may not be allowed to close during designated times.
• Coordinates and manages call center role/activities related to incidents that require campus closure or modification in student access. This includes planning and strategic development.
• Special projects coordination.

*LI-RM1

• Bachelor's degree in related field from an accredited institution ; and/or
• Master's degree in higher education administration or related field from an accredited institution (preferred ); and
• Minimum 5-7 years' experience working with Financial Aid, Registrar, Admissions, or other related campus departments (required); and/or Minimum 3-years' experience working in the Students First Center at UC Merced or a One Stop department (preferred).
• Must have working knowledge of a CRM.
• Must have working knowledge of a Sudent Information System (SIS), such as BANNER.
• Knowledge of University and departmental principles and procedures involved in risk assessment and evaluating risks as to likelihood and consequences (preferred).
• Working knowledge of current Students First Center (One Stop) policies and procedures (preferred).
• Multicultural competencies; ability to work with diverse populations.
• Advanced counseling, advising and communication skills when working with sensitive and restricted matters. Excellent oral and written communication skills required.
• Ability in problem identification, reasoning, ability to develop original ideas to solve problems, persuade others, and lead. Must be able to collect analyze and evaluate feedback.
• Skills in project management, social perceptiveness to be aware of others' reactions and understanding why they react as they do.

Background check required.

How to Apply:
An online application is required for each position to apply.The University of California, Merced is aware that some web-based application processes may be cumbersome for differently abled applicants. Where appropriate, alternative accommodations will be provided. For applicants with disabilities who need additional assistance using TAM, or reasonable accommodations during the interview or search process, please contact ucmjobs@ucmerced.edu.

As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

Equal Employment Opportunity:
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC Anti-Discrimination Policy.

Smoke and Tobacco Free Policy:
The University of California, Merced is a smoke and tobacco free workplace. Information and the Smoke and Tobacco Free policy is available at http://smokefree.ucmerced.edu.

E-Verify:
All employers who receive Federal contracts and grants are required to comply with E-Verify, an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies employment eligibility by comparing information provided on the I-9 form to records in the DHS and SSA databases. Certain positions funded by federal contracts/subcontracts requires UC Merced to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.

Pay, Benefits & Work Schedule:
For information on the comprehensive benefits package offered by the University of California visit: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/