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Associate Director, Student Services

The George Washington University
Washington D.C.
$58,579.18 - $84,842.54

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Administrative Jobs
Institutional & Business Affairs, Admissions & Enrollment
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

The Office of Enrollment and Student Success (ESS) is a mission-driven organization providing a cohesive experience throughout all phases of the student lifecycle, from the admissions and enrollment process through graduation and beyond, by supporting a connected, comprehensive and student-centered approach to the student experience. ESS includes the offices of undergraduate admissions, graduate enrollment, career services, student financial assistance, student success, and student services, systems and analytics. ESS is committed to a student-first mentality, utilizing a data-driven approach to continuous assessment and improvement across the organization. 

Student Financial and Registration Services (SFRS) is an integrated student services organization designed to assist students, parents, and the GW community in person and via email and phone with navigating administrative processes related to financial aid, billing, and registration. Our team members are cross-trained in these three areas to ensure a seamless service experience and resolve inquiries at the first point of contact whenever possible. The Student Services Hub (SSH), our in-person service center, is located in the University Student Center.

The Associate Director, Student Services reports to the Director of Student Financial & Registration Services and provides day-to-day management of the Student Services Hub and the SFRS staff who assist students with complex financial aid, billing, and registration cases in person and via email. This position must possess subject matter expertise in matters concerning registration, financial aid, and student accounts, and a commitment to championing the interests of all areas. The Associate Director sees that staff are informed and assists as needed to ensure the timely resolution of escalated student concerns and account modifications. The Associate Director liaises with management level staff in SFRS, Office of Student Financial Assistance, Student Accounts, Office of the Registrar, Housing, Advising and Dean’s Offices, Admissions, and other university offices to resolve escalated student issues. This role must stay informed of changes to internal and external policies and procedures, make recommendations for policy exceptions and account adjustments, and identify individual and team training needs. This position will be a change agent and representative of SFRS on key projects and committees working with departments and schools across GW to identify service trends and student needs and develop proposals for process and policy changes to enhance the student experience. Additionally, this position serves as the primary back-up for the Director role.  
Performs other duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

Minimum Qualifications:

Qualified candidates will hold a Bachelor’s degree in an appropriate area of specialization plus 6 years of relevant professional experience, or, a Master’s degree or higher in a relevant area of study plus 4 years of relevant professional experience. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.

Preferred Qualifications:

  • Team Player with exceptional quality customer service, communication, conflict resolution, problem solving and interpersonal skills.
  • Possess a professional, engaging demeanor with effective organizational skills and the ability to efficiently multitask, as well as adapt to an evolving environment.
  •  Demonstrated ability to adapt to and promote change.
  • General knowledge of financial processes and ability to rapidly acquire knowledge.
  • Working knowledge of Microsoft Office software and database systems, and ability to learn customer tracking software, Student Information Systems, as well as any other necessary systems or software to complete daily responsibilities.
  • Demonstrated ability to examine data/information, discern variations/similarities, and be able to identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.
  • Deep and dedicated commitment to diversity, accessibility, inclusion and student well-being.
  • Ability to work well both independently as well as collaboratively in a team environment.

Apply to:

The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.


GWU pic1The George Washington University is a dynamic institution located in the heart of Washington, D.C. As the largest institution of higher education in the nation’s capital, GW is able to draw upon a rich array of resources to enhance its educational endeavors and generate creative energy. Through its diverse students, faculty, staff, and alumni, the university contributes talent and knowledge to improve the DC area and the world.

Located four blocks from the White House, GW is the largest institution of higher education in the nation's capital. The university offers comprehensive programs of undergraduate and graduate liberal arts study as well as degree programs in medicine, law, engineering, education, business, and international affairs.

The George Washington University dedicates itself to furthering human well-being. We value a dynamic, student-focused community stimulated by cultural and intellectual diversity and built upon a foundation of integrity, creativity, and openness to the exploration of new ideas. A diverse population of undergraduate, graduate, and professional students from all 50 states, D.C, and more than 130 countries enroll at GW each year. 

To promote the process of lifelong learning from both global and integrative perspectives, the university provides a stimulating intellectual environment for its diverse students and faculty. By fostering excellence in teaching, GW offers outstanding learning experiences for full-time and part-time students in undergraduate, graduate, and professional programs in D.C., the nation, and abroad. The university acts as a catalyst for creativity in the arts, the sciences, and the professions by encouraging interaction among its students, faculty, staff, alumni, and the communities it serves.

GWU profile pic2What Makes GW a Great Place to Work

Working at GW is an experience that allows each individual an opportunity to grow both personally and professionally. Our community includes individuals of diverse and unique backgrounds whose individual contributions build the momentum to make GW a great university and indeed, a great place to work. As a top employer, we want to do all we can to attract the best people who connect to our mission of excellent teaching, research, and community engagement. Those who are here are “Proud to be GW.”

GW is committed to offering its employees a comprehensive benefits package including health and welfare plans such as medical, prescription, dental, vision, flexible spending accounts and life and disability insurance as well as retirement and tuition programs. Free wellness programs include exercise classes, walking clubs, smoking cessation benefits, free flu vaccinations, GW’s Healthy Pregnancy Program, a faculty and staff summer softball league, and much more.

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