*SFSU INTERNAL APPLICANTS ONLY*

Working Title

Enrollment Operations Specialist

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status.  Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.

San Francisco State is a 100% Smoke/Vapor-Free Campus.  Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be considered a "mandated reporter" under the California Child Abuse and Neglect  Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

This position may be a "designated position" in the California State University's Conflict of Interest Code.  The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department

College of Professional & Global Education

Appointment Type

This is a one year probationary position.

Time Base

Full Time (1.0 FTE)

Work Schedule

Monday through Friday, from 8:00 a.m. to 5:00 p.m.

Anticipated Hiring Range

$5,274.000 - $5,709.00 monthly ($63,288.00 - $68,508.00 annually)

Salary is commensurate with experience.

Position Summary

The Enrollment Operations Specialist (EOS) performs independent professional analytical work to evaluate, improve, and support Enrollment Services operations. The EOS analyzes enrollment processes and data, identifies operational risks and inefficiencies, develops and implements business process improvements, and applies functional expertise to enrollment operations.
Reporting to the Director of Enrollment Services, the EOS independently interprets university, CSU, and CPaGE policies and determines their operational application in complex or unique situations. The position develops recommendations for management, exercises independent judgment in resolving operational issues, and leads or contributes to enrollment-related process improvement and system initiatives from planning through implementation and assessment.
The position combines analytical responsibility, functional expertise, hands-on enrollment operations, and a strong customer service orientation to ensure accurate, responsive, and compliant enrollment services. The EOS identifies opportunities to improve services and processes and enhance the student experience while maintaining compliance with university, CSU, and regulatory requirements.

Position Information

Operational Analysis, Process Improvement & Systems

• Independently evaluate enrollment operations, workflows, and business processes to identify operational risks, inefficiencies, service gaps, and opportunities for improvement.
• Develop, recommend, document, and implement new or revised business processes, procedures, and standard operating procedures; assess results and make further adjustments as needed.
• Conduct operational and data analyses, prepare reports, identify trends or issues, and develop recommendations for management that inform departmental decisions and priorities.
• Lead enrollment-related operational initiatives and process improvement projects, including planning, coordinating implementation, monitoring progress, and assessing outcomes.
• Apply Enrollment Services functional expertise to the testing, implementation, and adoption of enrollment-related technologies and system changes; evaluate operational impacts and recommend business process changes.
• Consult with the Director of Enrollment Services and campus partners on operational issues and recommend solutions that balance policy, service, compliance, and departmental needs.

Enrollment Operations & Functional Expertise

• Perform individual and high-volume staff-assisted enrollment and registration transactions, including batch or cohort enrollments, for populations that cannot enroll through standard self-service processes, including closed or restricted courses and designated student populations.
• Process adds, drops, withdrawals, refunds, petitions, and other enrollment transactions and maintain accurate student records in Campus Solutions and related systems.
• Research and evaluate enrollment exceptions or complex cases that cannot be addressed through standard procedures; apply functional expertise to interpret applicable university, CSU, and CPaGE policies and system requirements, determine the appropriate resolution, and document decisions as needed.
• Exercise independent judgment and delegated decision-making within the scope of the position to resolve complex enrollment and student record issues that are not fully addressed by established procedures.
• Coordinate with CPaGE program team, academic departments, Financial Aid, Bursar, Registrar, and other campus offices to research and resolve cross-functional enrollment issues, including cases requiring evaluation of enrollment eligibility, payment status, or other administrative requirements.
• Monitor high-volume registration and enrollment periods, identify emerging operational issues, and independently develop or recommend corrective actions to ensure continuity of service.
• Maintain functional knowledge of Campus Solutions and other university systems and identify system or process issues affecting the accuracy and integrity of student records.

Student, Faculty & Campus Consultation

• Provide consultation and guidance to students, faculty, program coordinators, and campus partners on complex enrollment matters, policies, procedures, and operational requirements.
• Research and resolve complex student and partner issues requiring analysis and coordination across multiple departments.
• Explain policy determinations and operational decisions clearly and recommend appropriate options or next steps based on the circumstances of each case.
• Build collaborative relationships with campus partners to identify recurring issues, evaluate their operational impact, and develop sustainable solutions.
• Share functional expertise and cross-train staff on enrollment processes, policy application, system functionality, and revised procedures.
• Participate on cross-functional committees and workgroups, contributing Enrollment Services functional expertise.
• Identify patterns in inquiries and service issues and recommend changes to communications, procedures, or systems to improve the student and partner experience.
• Lead or contribute to special analytical and operational projects that support Enrollment Services, CPaGE, and SFSU priorities.
• Perform other related duties consistent with the scope and level of the position.
• Demonstrate behaviors that are in line with the User Friendly Principles (P530C) and Principles of Conduct for a Multi-Cultural University (P30D).
• Demonstrate safe work practices for oneself, others, and the office environment.

Other duties as assigned

Minimum Qualifications

Knowledge, Skills, and Abilities

• Thorough knowledge of administrative operations, business processes, and analytical methods in a complex organizational environment.
• Ability to independently interpret and apply university, CSU, and CPaGE policies and regulations and determine appropriate operational application in complex or unique situations.
• Demonstrated ability to independently analyze complex operational problems, evaluate alternatives, exercise sound judgment, and make or recommend decisions with significant operational impact.
• Strong analytical and problem-solving skills, including the ability to gather and evaluate data, identify trends and risks, develop recommendations, and assess the effectiveness of implemented solutions.
• Ability to develop, recommend, implement, document, and evaluate business processes, procedures, and operational improvements.
• Ability to plan and lead operational initiatives, system implementations, and process improvement projects involving multiple stakeholders.
• Strong written, verbal, and interpersonal communication skills, including the ability to present analyses and recommendations and build collaborative working relationships with students, faculty, staff, and campus partners.
• Ability to serve as a functional subject matter expert and provide consultation, guidance, and training to others on enrollment operations, policy application

Experience
Equivalent to two years of progressively responsible professional experience in enrollment, student services, administrative operations, or a related functional area involving independent analysis, policy interpretation, development of recommendations, process improvement, and decision-making responsibility.

Education
Equivalent to graduation from a four-year college or university in business administration, public administration, higher education, communications, or a related field. Additional qualifying experience ma be substituted for the required education on a year-for-year basis.

Preferred Qualifications

• Experience independently analyzing enrollment, registration, admissions, student records, or related administrative operations in a college or university environment.
• Experience using Campus Solutions, PeopleSoft, Salesforce, or other enterprise student information or customer relationship management systems.
• Experience supporting Professional & Continuing Education or Extended Education programs.
• Experience developing, recommending, implementing, and evaluating business processes and standard operating procedures.
• Strong proficiency with Microsoft Excel and other productivity software, including experience analyzing operational data and preparing reports or recommendations for management.
• Experience leading or coordinating system implementations, operational initiatives, or process improvement projects.
• Knowledge of California State University and San Francisco State University policies and procedures.

Environmental/Physical/Special

Must be able to work for extended periods at a computer workstation and interact frequently with students, faculty, staff, and external constituents through a variety of communication methods. The position requires sustained attention to detail while managing multiple priorities during periods of high enrollment activity. May occasionally be required to move materials weighing up to 45 pounds. Must be able to work effectively with a diverse campus community while maintaining professionalism in a fast-paced, high-visibility.

Pre-Employment Requirements

This position requires the successful completion of a background check.

Eligibility to Work

Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.

Benefits

Threaded through our Total Compensation package is a commitment to Bridging Life's Transitions.  SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.

We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University's commitment to attract, motivate and retain our employee.

CSUEU Position (For CSUEU Positions Only)

Eligible and qualified on-campus applicants, currently in bargaining units 2, 5, 7, and 9 are given hiring preference.

Additional Information

SF STATE IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (i.e. H1-B VISAS).

Thank you for your interest in employment with California State University (CSU).  CSU is a state entity whose business operations reside within the State of California.  Because of this, CSU prohibits hiring employees to perform CSU-related work outside of California with very limited exception.  While this position may be eligible for occasional telework, all work is expected to be performed in the state of California, and this position is assigned to on-campus operations.

CSU strongly encourages faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19. The systemwide policy can be found at https://calstate.policystat.com/policy/9779821/latest/.

The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872.

Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.

*SFSU INTERNAL APPLICANTS ONLY*