Title: Operations Manager

Executive Area: Academic Affairs

College/School/MBU: Other Academic Units

Department: Graduate Registrar

Work Location: Amherst

Schedule: Full Time

Work Arrangement: Hybrid

Job Summary

Manages administration and day-to-day operations of the Graduate Student Service Center (GSSC), including scheduling and assignment of classified staff, and ensuring effective delivery of all GSSC services. Oversees all operations pertaining to graduate admissions, graduate student records, and graduate degree clearance.

Essential Functions

Ensures efficient, professional execution of routine office functions pertaining to graduate admissions, graduate student records, and graduate degree clearance. Supports high-volume, complex processing, including concurrent management of overlapping enrollment and graduation cycles.

Supervises customer service staff; Establishes workloads based on the office calendar and operational needs and manage schedules for rotating office coverage; Oversees recruitment, selection, training, and performance management.

In response to evolving student and program needs, makes policy recommendations to management and works with the Graduate Registrar, Assistant Registrar, and systems staff to implement updates.
Assess workflows and operational procedures and to identify inefficiencies and recommend actionable improvements to management.

Provides troubleshooting and case management for student scenarios, including registration issues, withdrawals and leave of absence requests, degree eligibility issues, milestone discrepancies, and graduation delays. Approves exceptions to policies related to graduate student registration, records, and degree requirements.

Performs special projects and other duties as assigned by the Assistant Registrar or Graduate Registrar, demonstrating adaptability and flexibility to accomplish organizational goals.

Compiles data and reports as requested by the Assistant Registrar and Registrar.

Monitors and provides content updates for Graduate School web pages and communications. Ensures timely and comprehensive messaging to students and other audiences, consistent with the strategic communication goals of the Graduate School. Serves as a central point of contact to triage and redirect high-volume inquiries from departments, faculty, and students, ensuring accurate guidance and efficient resolution of graduate program-related issues.

Communicates and oversees dissemination of policies and procedures to GSSC staff and administrators, ensuring consistent interpretation and compliance with University, state, and federal requirements.

Coordinates staff training and collaborate with systems staff, Director of Graduate Admissions, and Assistant Graduate Registrar, to create effective training materials and documentation.

Contributes to the successful execution of the Graduate School Commencement ceremonies and new graduate student orientation.

Other Functions

Performs related duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.

Minimum Qualifications

Bachelor’s degree and 3 years of relevant work experience and supervision.

Excellent organizational and communication skills.

Preferred Qualifications

Ability to analyze and assess complex situations, articulate ideas, and problem solve, with a high degree of autonomy.

Experience in Enterprise student systems.

High level of proficiency with computer applications and software.

Strong analytical and organizational skills. Ability to manage several projects simultaneously and capacity to handle competing priorities in a complex and dynamic working environment.

Excellent communication and interpersonal skills in interacting with a diverse community of students, faculty, co-workers, and other University administrators.

Ability to understand, explain, and apply Federal and State laws, as well as University policies and procedures governing assigned activities within the unit, including protecting the confidentiality of applicant and student records.

Able to take initiative and work independently and collaboratively with various university personnel.

Experience in a unionized environment.

Additional Details

Typical work environment.

This position is subject to final budgetary and administrative approval.

Working Conditions

Work is performed in a standard office or indoor university environment and involves minimal physical exertion.

Work Schedule and Work Arrangement

Monday through Friday

This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee’s work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement.

Salary Information

Pay Grade: PSSAP Grade 25

Click here to view the Professional Staff Hiring Ranges.

Special Instructions for Applicants

Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early.