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Director, Welcome Services
Company: Front Range Community College
Location: Fort Collins, CO
Employment Type: Full Time
Date Posted: 05/22/2024
Expire Date: 06/22/2024
Salary: 50-75
Job Categories: Collegiate Faculty, Staff, Administration
Job Description
Director, Welcome Services
Who We Are
With three campuses along Colorado’s Front Range, Front Range Community College is the state’s largest community college. We enroll close to 28,000 students annually from our diverse service area, which offers a variety of cultural and recreational activities.

Each year approximately 5,000 FRCC students transfer to four-year universities. FRCC offers more than 36 career training programs that prepare students for immediate employment and rewarding careers. Last year, more than 5,000 high school students took concurrent enrollment classes with us, earning college credit without having to pay college tuition. And we were recently ranked as one of the “Top Online Colleges” in the country by Newsweek.

One of FRCC’s main goals is to offer educational excellence for everyone. The college’s strong commitment to student success means we start by creating an inclusive and equitable environment—one where both students and employees feel they belong and are supported. FRCC’s focus on diversity, equity and inclusion is woven into the fabric of our college conversations and decision-making processes. We are actively seeking to hire a workforce that reflects the diversity of our student body.

The college is also an emerging Hispanic Serving Institution. For us, becoming an HSI is an intentional commitment to being a college where our Latinx (and other historically marginalized) students thrive.

FRCC employees and leaders work hard to create a culture of collaboration, innovation and pride. We’re looking to hire people who share these values—along with our commitment to student success, equity and excellence.

Who You Are
As the Director of Welcome Services and reporting directly to the Senior Director of Admissions, Recruitment & Orientation, you will provide leadership and direction for the College Information Centers and Wolf Central desks on three campuses. You will supervise the customer service teams responsible for supporting students, families, counselors, colleagues and members of the community who initiate contact with the college in person, by phone, by text, by chat platform, or by email. You will implement Front Range Community College’s (FRCC) student focused culture by directing all welcome services focused on increasing enrollment at Front Range Community College.

In this role, you will make data informed decisions about the implementation and effectiveness of the call centers and Wolf Central desks. You will be student-centered and will ensure that recruitment and welcome services are equity centered.

Ideally, you have a passion for continuous improvement of programs, services and operations that enhance the student and community experience and brings a strong understanding of event management and customer/guest experience. You are knowledgeable of and stay up to date on best enrollment practices and work closely with Enrollment Management, Student Development, and Retention and Engagement partners as well as faculty across the institution to best meet prospective and current student’s needs.

While this position has some flexibility for remote work, this position will require consistent campus presence. This position may also travel occasionally to all three FRCC campuses.
Please note: You need to be a Colorado resident on your first day of employment.

SALARY: $66,112 - $69,417 annually

BENEFITS: Please click here to find more information about APT & Faculty Benefits

SELECTION PROCESS: Position will remain open until filled with a priority deadline of June 3, 2024. This posting may be used to fill multiple or similar positions.

Preliminary screening will be made on the basis of completed application package submitted by candidate. In your application, please include a resume and cover letter that specifically addresses how your background and experience align with requirements, qualification and responsibilities of the Director of Welcome Services.

Primary Duties
Welcome Services & College Information Centers:

Provides strategic leadership through the planning, development, implementation and management of the Wolf Central Desks and College Information Centers at all three campus locations.
Develops responsive communication practices that offers equitable access to all students, including first generation and underrepresented students. These communications are grounded in best practices and trends in customer service, student success and the unique needs of students.
Engages in ongoing assessment and evaluation of policies and procedures through an equity lens and makes appropriate adjustments to remove barriers and enhance the customer experience.
Designs, implements, and assesses communication processes, policies and procedures that impact our customer’s ability to receive timely information regarding the college’s enrollment process, college programs and other college services.
Leadership & Supervision:
Provides leadership to a collaborative one-college culture for student success. Serves on college, divisional and departmental committees and works collaboratively with colleagues to foster teamwork, team building and a culture of trust.
Provides leadership and supervision to direct reports, modeling behavior and demeanor that supports expected standards and the program mission.
Trains, supervises, and evaluates direct reports in accordance with policies, procedures and applicable state and federal laws.
Works closely with Human Resources and Organizational Development to identify and expand appropriate training and professional development opportunities for staff and to create an effective onboarding process for all direct reports that supports engagement and retention.
Develop efforts to recruit, retain, supervise, and support a diverse staff.
Provides mentorship, support and guidance to all direct reports and their teams to foster data-driven, care-centered, and equity-minded decision making.
Serves as a point of contact/leadership for home campus issues.
Develops assigned focus areas:
DEI efforts for department
Onboarding/new staff training
Ongoing professional development for staff
Guiding, developing, and communicating technologies (Navigate, texting platform, chatbot, etc.)
Program Development and Management:
Unifies the Wolf Central desks and College Information Centers across FRCC to support a one-college culture by ensuring an equitable and consistent customer experience.
Responsible for the supervision of assigned staff, allocation of resources and assists in resolving issues within the Wolf Central Desks and College Information Centers.
Consults with leadership to address overall quality of customer service efforts.
Coordinates the operations of the phone system, email inbox, live chat, chatbot, and texting software platforms to ensure appropriate level of customer service.
Ensures the software platforms are serving the needs of the college staff and students.
Provides leadership and assistance to team members who are scheduling appointments, conducting tours, assisting student with registration, responding to community inquiries and assisting students through the enrollment processes.
Collaboration & Partnership:
Partners with departments like Advising and Financial Aid to ensure a quality experience for students scheduling appointments, and to ensure effective information is exchanged between departments.
Coordinates with Enrollment Management, Student Development, and Student Retention and Engagement partners to ensure cross-departmental collaboration.?
Represents the Welcome Services/Recruitment, Admissions & Orientation department in meetings and with partners across campuses to build relationships, share resources, and strengthen hand-offs between departments.
Supports the Enrollment Management and Student Success (EMSS) division in execution of other division-wide events.
Assessment:
Partners with the Associate Vice President of Enrollment Management, Senior Director of Admissions & Recruitment, and Institutional Research to compile, analyze and present statistical data as directed by student needs and requested by leadership.???
Engages in ongoing assessment and evaluation of Welcome Services polices and services and makes appropriate changes to respond to issues of student engagement, efficiency, equity and inclusion.?
Collects data on the college’s usage of various software platforms to assess the effectiveness of their usage.
Administers various reports for federal, state, college and divisional use.
Required Competencies
Diversity, Equity and Inclusion: Demonstrates behaviors that convey the importance of diverse lived-experiences and using an equity lens to guide decisions. Embraces diversity, promotes equity and creates an environment of inclusion.?
Building a Diverse Team: Seeks to understand the individual strengths on the team and uses those talents to make the most impact for students. Hires individuals from diverse backgrounds that support values and appreciation for individual differences.
Commitment to Values: Demonstrates leadership and collaborative behaviors and actions that support FRCC values.? Promotes an environment where equity creates opportunities for all students to achieve their educational goals.
Student Success Focus: Makes decisions that support a student-first culture.
Operational Planning: Turns the strategic plan into an operational roadmap that guides the division. Supports teams in tying their goals to the college’s strategic plan and charges them to do the same with the employees they supervise.
Change Catalyst: Ability to be nimble and willing to pivot if new data becomes available that can influence outcomes; understands that change is constant and requires flexibility.
Communication: Communicates effectively with individuals with different backgrounds. Chooses words carefully in communications.
Motivation: Inspires oneself and others to reach goals and/or perform to the best of their ability.
Collaboration: Works with colleagues across departments, specifically when job processes are integrated to strategically focus on ways to improve efficiency and effectiveness for students.
Data Analysis: Prioritizes data analysis in the department and communicates the importance of having concrete information on outcomes to base decisions.
Relationship Building: Outstanding interpersonal skills with the ability to establish positive and respectful working relationships with students, staff, and faculty.
Coaching & Mentoring: Coaches and/or mentors direct reports and emerging leaders within the college. Willingness to offer professional development opportunities for staff on topics that contribute to their success.
Evaluation for Improvement: Uses ongoing evaluation as a process and program improvement tool. Works with the team to ensure everyone is aware about how the evaluation process works and why it is important.
Problem Solving: Demonstrates the ability to examine problems and identify the root causes(s). Develops and implements processes to address problems so the process works as intended.
Compliance Framework: Knowledgeable about the rules, regulations, and policies that the college must comply with, most specifically in relation to the department. Ensures that teams also understand the compliance framework. Routinely assesses the department’s operations to ensure compliance is being maintained.
Qualifications & Requirements
Required Education/Training & Work Experience:

Bachelor’s Degree from an accredited institution.
Three years’ experience client/guest services, or customer experience, creating and directing proactive services.
Proven ability to supervise, train, and develop staff, including the demonstrated ability to recruit, retain, mentor, and support a diverse staff.
Experience working with diverse, non-traditional, and traditionally underserved students.
Preferred Education/Training & Work Experience:
Ability to communicate in Spanish


Welcoming. Respectful. Inclusive. Together, we are FRCC.
Contact Information
Contact Name: Janice Ilacqua
Phone Number: 303-678-3804
Website: https://www.schooljobs.com/careers/...
Company Description:
With three campuses along Colorado’s Front Range, Front Range Community College is the state’s largest community college. We enroll close to 28,000 students annually from our diverse service area, which offers a variety of cultural and recreational activities. Each year approximately 5,000 FRCC students transfer to four-year universities. FRCC offers more than 36 career training programs that prepare students for immediate employment and rewarding careers. Last year, more than 5,000 high school students took concurrent enrollment classes with us, earning college credit without having to pay college tuition. And we were recently ranked as one of the “Top Online Colleges” in the country by Newsweek. One of FRCC’s main goals is to offer educational excellence for everyone. The college’s strong commitment to student success means we start by creating an inclusive and equitable environment—one where both students and employees feel they belong and are supported. FRCC’s focus on diversity, equity and inclusion is woven into the fabric of our college conversations and decision-making processes. We are actively seeking to hire a workforce that reflects the diversity of our student body. The college is also an emerging Hispanic Serving Institution. For us, becoming an HSI is an intentional commitment to being a college where our Latinx (and other historically marginalized) students thrive. FRCC employees and leaders work hard to create a culture of collaboration, innovation and pride. We’re looking to hire people who share these values—along with our commitment to student success, equity and excellence.
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