Job Details

Assistant Director Customer Service, Special Programs and Outreach

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The IRD for this job is: 04-30-2025

ABOUT UC SANTA CRUZ

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.

DEPARTMENT OVERVIEW

The UC Santa Cruz Financial Aid and Scholarship Office is dedicated to providing students and their families access to a broad range of aid programs to support their educational goals.

In consultation with the Associate Director, the incumbent is responsible for ensuring that aid for special programs is administered according to federal, state, and institutional regulations. They are also expected to maintain, develop, and modify policies and procedures for customer service and special programs, coordinate and communicate all activities with management and systems staff who provide technical infrastructure for operations. The Assistant Director Customer Service, Special Programs and Outreach is responsible for supervising and coordinating the duties of advising staff in customer service and special programs (Education Abroad, non-UC EAP, consortiums, and summer session) in the Financial Aid and Scholarship Office.

APPOINTMENT INFORMATION

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

Schedule Information:

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

JOB DUTIES

35% - Program Management

• In consultation with the Associate Director and by monitoring program regulations, ensures special aid programs 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.
• Responsible for ensuring that customer satisfaction surveys are conducted periodically to assess the adequacy of student service.

35% - Leadership and Supervision

• Works with the Director, Associate Director of Advising and other unit managers to provide leadership, set and enforce standards, and establish timelines.
• Responsible for the recruitment and hiring of staff and student staff in the customer service and special programs' unit.
• Conducts annual performance evaluations, makes merit recommendations and develops annual goals and objectives.

30% - Advising

• Maintains an advising and packaging caseload in order to stay current with the needs, concerns and requirements of advising staff.
• Participates in advising students, staff, and the campus community on complex and specialized aid programs.
• Advises students and their families on complex and specialized financial aid programs administered by the Financial Aid and Scholarships Office.

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and / or equivalent experience / training.
• Excellent leadership, supervisory and motivational skills.
• Advanced knowledge of federal and state aid regulations.

PREFERRED QUALIFICATIONS

• Experience using complex databases.
• Ability to communicate effectively in English and Spanish with students and parents.

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Ability to work long periods of time at a computer with or without accommodation.

EEO/AA

The University of California is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.