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Job ID: 124720

Associate Director
University of San Francisco

Date Posted Jun. 21, 2019
Title Associate Director
University University of San Francisco
San Francisco, CA, United States
Department Center for Academic and Student Achievement
Application Deadline Open until filled
Position Start Date Available immediately
  • Associate/Assistant Director
  • Student Affairs

Job Title:
Associate Director

Job Summary:

The Associate Director is a critical staff member within the Center for Academic and Student Achievement (CASA) in the Division of Student Life. Under the general supervision of the Associate Vice Provost, the Associate Director oversees office operations and coordinates student case support for the Assistant/Associate Deans and Success Coaches of CASA who serve a university-wide undergraduate population of over 6,700 students (including three additional campus locations: Sacramento, Pleasanton, and downtown San Francisco).

As a member of the administrative team, the Associate Director is responsible for ensuring that inquiries from students, faculty, parents and other university staff are efficiently routed to the appropriate CASA staff person or outside resource. In this way, the Associate Director plays a key role in creating a unified CASA presence and responsive environment for students, staff, faculty, parents, and others. The Associate Director takes the initiative to evaluate and recommend improvements to information flow and office procedures and systems, to maximize the efficient use of tools such as Salesforce, Banner, Tableau, Google documents, Google calendar, and the shared drive by all CASA staff.

The Associate Director trains and supervises the department's Program Assistant/s and recruits and trains a team of student assistants. Under the direction of the Associate Vice Provost and other CASA staff, the Associate Director develops appropriate training materials and maintains a centralized priority listing of student tasks and assigns and supervises their work.

As a member of the larger staff within Student Life, CASA supports student development in the Jesuit Catholic tradition. The mission of Student Life is to fully support holistic student development within a social justice framework that prepares students to be caring, socially responsible citizens in our global and local community.

Full Job Description:

Directs administrative operations for CASA. This includes coordination of operational needs for (1) Associate Dean, (6) Assistant Deans, and (11) CASA Academic Success Coaches. Sets priorities for proper case management including the allocation process of assigning 1,500+ incoming first-year students to Academic Success Coaches, and managing any changes or re-assignment of 5,000+ continuing students. Provides input to ensure continuous improvement of operations and quality control of student academic services.

Assists the AVP in directing budget queries, transfers, strategic financial planning for short/long term expenses. This includes gathering information from Associate Dean, Assistant Deans, and CASA Academic Success Coaches to develop annual budget requests, and review monthly budget reports. Approves department spending on behalf of the AVP.

Meets regularly with the Associate Vice Provost and Assistant Deans to review high-level department initiatives, policy and procedures. Creates and develops new office work procedures and forms to increase efficiency, maintain confidentiality, or improve office workflow, using knowledge of operations and creative problem-solving techniques. Centralizes and streamlines activities such as website updates, equipment and office supply purchasing, and requesting facilities and IT support services.

Develops centralized communication methods for distribution of information, proper and timely response to inquiries, and sets guidelines for standardized response protocols using knowledge of university, college and department/program academic policies and procedures. Sets up, maintains and revises record-keeping procedures and filing systems for the department.

Works in collaboration with Dean of Students and Associate Vice Provost regarding weekly Crisis Management and Behavioral Intervention Team (CMBIT) agenda items. Handles confidential and sensitive student information, and often includes the distribution of faculty notifications pertaining to high-risk cases and/or students experiencing difficulty who require that accommodations be considered.

Directs the execution of CASA's annual marketing materials and publications. This includes close collaboration with the Communication committee in writing and editing all communication pieces such as target-specific emails, brochures, postcards, letters, and marketing/collateral material needed to support department initiatives and programs.

Oversees and coordinates logistics of scheduling intra- and inter-departmental meetings, and accommodates drop-in visits by students, faculty, parents, and staff. Manages the department calendar by planning events for the semester, trainings, and creating weekly agendas for staff meetings.

In collaboration with Assistant Dean and Associate Vice Provost, manages the academic disqualification process each semester, including disqualification notifications, coordination of appeal hearings, organization of supporting documentation, and customization of decision letters. This includes assistance with the Back-on-Track academic probation program, coordination of workshops, presentations, program materials, student communication, contracts, and progress report management.

Handles sensitive and confidential staff information, documents and reports within the department.

Supports the coordination of staff development activities or retreats. This requires holding discussions around professional growth opportunities, and exploring the integration of exercises or mindfulness practices that would improve interpersonal relationships between staff, faculty, and the students we serve.

Leads the administrative team in hiring for new positions within CASA; submitting the job posting, gathering application materials for review, scheduling interviews, and working alongside Human Resources to close out the hiring process.

Supervises Program Assistant and Front Desk Coordinator; and hires, trains and supervises student assistant(s). Provides feedback to their annual performance evaluations.

Connects with internal CASA committees to review progress and initiatives, keeping abreast of activity taking place.

Arranges CASA-sponsored and/or university-supported events. This includes New Student Orientation, Major/Minor Fair, Admitted Student Visit Program events, Parent/Alumni weekend, Senior Class Celebration, and other departments' events that CASA attends.

Helps create a warm, welcoming environment and assists faculty, students, staff and other visitors to the office. Maintains a broad base of knowledge of all departments and associated services. Acts as a resource person/liaison among faculty, students, and the University community, as well as members of the public.

Directs administrative responsibilities for ongoing initiatives such as:
  • Increasing the adoption and expansion of CASA's Salesforce platform for case management. In collaboration with ITS, the Associate Director explores software solutions to existing data platforms that anticipate long-term department needs, and identifies opportunities for greater efficiencies in student case management procedures (from front desk operations, to appointment availability, entering interaction meeting notes, managing cases, and creating reporting tools and dashboards).
  • Engaging in ongoing business process analyses to determine where Salesforce technology can be integrated and leveraged, or new workflows and processes can be applied, as part of the ongoing maintenance of CASA's Salesforce platform. This often requires writing out business requirements alongside use cases, submitting enhancement or defect tickets, and being a point of contact that works closely with IT to test issues in advance of the solution being released in production.
  • Identifying best practices and learning opportunities for staff to optimize different functionalities within the Salesforce platform. This requires the continuous development of training materials to provide ongoing support to staff, in addition to coordinating in-house workshops to troubleshoot issues, and hosting feedback sessions with faculty, staff, and students.
  • Participating in weekly Change Control Board meetings to review open tickets and status of projects in the queue.
  • Utilizing Salesforce Reporting and Dashboard tools to deliver various comprehensive overviews of unit activity and highlights. This requires helping to develop custom reports for use by staff, in addition to training staff on how to generate their own reports for individual case management and activity assessment.
  • Implementing regular data checkpoints that help to improve internal decision-making and strategic planning. This includes running comparison reports within Salesforce of semester/yearly activity, and using critical thinking to formulate insight regarding CASA's outreach efforts; especially as it relates to the Early Alert program, academic probation, first-year student survey and risk factors, and students who are considering transferring out of the institution.
  • Enhancing the Salesforce community portal for students at the university (currently designed as an online organization tool). This requires an understanding of the challenges that students experience in navigating different university platforms (sourced through focus groups, for example), assisting in the planning and design of new features in the student platform, and engaging in the testing phase prior to production and release.
  • Enhancing the Salesforce community portal for faculty (currently designed as an advising and an Early Alert student reporting tool). This requires an interest in improving how faculty can organize their advising responsibilities and access centralized student data, by assisting in the planning and design of new features in the faculty platform, and engaging in the testing phase prior to production and release.
  • Developing administrative policies, streamlining procedures, and establishing training efforts for CASA staff to utilize Tableau in regard to accessing customized real-time online data reports (in collaboration with CIPE).

Performs other duties as assigned.

  • College degree required, Master's degree preferred. Five to seven years of prior experience performing related work, preferably in a higher education or business setting, is required. Experience in administrative support for student services/student advising preferred.
  • Have or can quickly develop an understanding of academic policy and administrative operations.
  • Proven ability to maintain confidentiality and ability to prioritize sensitive and high-risk student cases.
  • Demonstrated interpersonal abilities, including maintaining a calm and professional demeanor while interacting with staff, faculty, and the general public in a high-pressure environment. Able to respond compassionately to students and parents in crisis or under stress, and to quickly provide them with support, accurate information, and referrals.
  • Flexible and able to respond quickly to priorities set by the Associate Vice Provost and CASA staff, and an expert problem-solver who is capable of exercising independent judgment without close supervision.
  • A proven multi-tasker with excellent organizational skills who can manage a high volume of complex projects, and prioritize deadlines while producing high-quality work.
  • Previous experience working with international students and in a multicultural setting preferred.
  • Knowledge of standard office procedures, functions, and equipment. Demonstrated ability to use technology to streamline operations. Proficient in Macintosh and PCs preferred. Experience with desktop publishing software and equipment to design and produce high-quality publications preferred. Proficiency in university database systems (Banner, Salesforce, Tableau, Workday) and with Google documents and calendaring preferred.
  • Superior oral and written communication skills including the ability to draft correspondence, presentations, and other communication materials, using correct grammar and punctuation. Excellent proofreading skills required.
  • A strategic thinker with a demonstrated ability to take initiative and participate in the development of the Center for Academic and Student Achievement.
  • Must value and be able to provide service to others in support of the Jesuit tradition and values.

Full time

Pay Rate:

To apply, visit

The University of San Francisco is located in the heart of one of the worlds most innovative and diverse cities, and is home to a vibrant academic community of students and faculty who achieve excellence in their fields. Its diverse student body enjoys direct access to faculty, small classes and outstanding opportunities in the city itself. USF is San Francisco's first university, and its Jesuit Catholic mission helps ignite a students passion for social justice and a desire to Change the World From Here. For more information, visit"/>


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