Assistant Director of Customer Service & Application Evaluation

Assistant Director of Customer Service & Application Evaluation

Oregon State University

Department: Admissions (XEM)

Appointment Type: Professional Faculty

Job Location: Corvallis

Recommended Full-Time Salary Range: $58,000 - $66,000

Job Summary:

The Office of Admissions is seeking an Assistant Director of Customer Service & Application Evaluation. This is a full-time (1.00 FTE ), 12-month, professional faculty position.

The Assistant Director of Communication & Application Evaluation leads and supervises the Customer Service and Application Evaluation teams within the Office of Admissions, including five classified customer service representatives, seven classified evaluators, and six to twelve student employees. This position is responsible for overseeing all customer-facing operations and the evaluation of undergraduate applications, ensuring timely, accurate, and consistent admissions decisions in alignment with institutional goals and policies.

This role manages the Office of Admissions’ communication channels and oversees functions related to mail processing, document scanning and indexing, and prospective student communications. In addition, the position directs the application evaluation process for domestic undergraduate applicants, ensuring compliance with Oregon State University policies, Oregon Administrative Rules, and established admissions guidelines.

As a member of the Admissions Operations leadership team, the Assistant Director designs, implements, and continuously improves operational processes related to customer service and application review. The position assigns and evaluates work, monitors workflow, and ensures staff are effectively trained and supported in all aspects of admissions operations, including the use of systems such as Slate and Banner.

The Assistant Director serves as a trained application reviewer, making admissions decisions that directly impact enrollment, university goals, and tuition revenue. The role also provides advising and guidance to students, families, counselors, and campus partners regarding admissions requirements and processes. Decisions are made independently within established guidelines, with consultation from the Associate Director of Operations or Director of Admissions Operations as needed.

Why OSU?

Working for Oregon State University is so much more than a job!

Oregon State University is a dynamic community of dreamers, doers, problem-solvers and change-makers. We don’t wait for challenges to present themselves — we seek them out and take them on. We welcome students, faculty and staff from every background and perspective into a community where everyone feels seen and heard. We have deep-rooted mindfulness for the natural world and all who depend on it, and together, we apply knowledge, tools and skills to build a better future for all.

FACTS :

• Top 1.4% university in the world

• More research funding than all public universities in Oregon combined

• 1 of 3 land, sea, space and sun grant universities in the U.S.

• 2 campuses, 11 colleges, 12 experiment stations, and Extension programs in all 36 counties

• 7 https://hr.oregonstate.edu/work-life/diversity-and-cultural-resources that offer education, celebration and belonging for everyone

• 100+ undergraduate degree programs, 80+ graduate degrees plus hundreds of minor options and certificates

• 35k+ students including more than 2.3k international students and 10k students of color

• 217k+ alumni worldwide

• For more interesting facts about OSU visit: https://oregonstate.edu/about

Locations:

Oregon State has a statewide presence with campuses in Corvallis and Bend, the OSU Portland Center and the Hatfield Marine Science Center on the Pacific Coast in Newport.

Oregon State’s beautiful, historic and state-of-the-art main campus is located in one of America’s best college towns. Corvallis is located close to the Pacific Ocean, the Cascade mountains and Oregon wine country. Nestled in the heart of the Willamette Valley, this beautiful city offers miles of mountain biking and hiking trails, a river perfect for boating or kayaking and an eclectic downtown featuring local cuisine, popular events and performances.

Total Rewards Package:

Oregon State University offers a https://hr.oregonstate.edu/benefits/prospective-employee with benefits eligible positions that is designed to meet the needs of employees and their families including:

• Medical, Dental, Vision and Basic Life. OSU pays 95% of premiums for you and your eligible dependents.

• Free confidential mental health and emotional support services, and counseling resources.

• Retirement savings paid by the university.

• A generous paid leave package, including holidays, vacation and sick leave.

• Tuition reduction benefits for you or your qualifying dependents at OSU or the additional six Oregon Public Universities.

• Robust Work Life programs including Dual Career assistance resources, flexible work arrangements, a Family Resource Center, Affinity Groups and an Employee Assistance Program.

• Optional lifestyle benefits such as pet, accident, and critical illness insurance, giving you peace of mind and the support you need to thrive in all aspects of your life.

Oregon State University is deeply committed to the principles of a Health Promoting University. This commitment drives a collaborative approach across OSU’s safety and well-being programs, reducing silos and coordinating efforts to enhance employee safety and well-being. By prioritizing resources that support the health of both employees and students, OSU fosters a culture of care and a healthier campus environment where everyone can thrive.

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Future and current OSU employees can use the https://hr.oregonstate.edu/benefits/new-employees/benefits-calculator to learn more about the full value of the benefits provided at OSU .

Key Responsibilities

45% – Direct, Train, and Supervise Staff

• Provide leadership and supervision for the Customer Service and Application Evaluation teams, including classified staff and student employees. Maintain a comprehensive understanding of the Office of Admissions operations and related Enrollment Management and Academic functions, including proficiency in Slate, Banner, and OnBase.

• Perform the full scope of supervisory responsibilities, including hiring, training, assigning and reviewing work, monitoring workflow and staffing to meet deadlines, conducting performance evaluations, coaching and counseling employees, addressing disciplinary actions, and recommending salary adjustments. Ensure staff maintain current knowledge of admissions policies, FERPA , academic calendars, and institutional procedures.

• Review application decisions when eligibility is unclear and respond to escalated or complex inquiries regarding admissions policies, exceptions, and procedures. Provide accurate and detailed information to applicants, families, and campus partners.

35% – Data Integrity, Systems, and Policy Implementation

• Oversee the integrity and functionality of admissions data and systems, including Slate and Banner. Maintain a thorough understanding of how data is recorded, processed, integrated, and extracted, and support maintenance of systems and functionality.

• Facilitate and improve processes such as EDI transcripts, application processing, utilizing OCR in application review, communications, and document management. Monitor and resolve data issues, including duplicate records and processing errors, and run reports to ensure accuracy across admissions and communication workflows.

• Partner with the Associate Director of Operations to identify inefficiencies, streamline processes, and enhance operational effectiveness. Participate in leadership and technology team meetings.

10% – Application Review

• Serve as a trained application reviewer, evaluating freshman and other undergraduate applications, including essays, for admission, scholarship consideration, and Extended Admission decisions. Maintain ongoing training in holistic review practices, including the use of non-cognitive variables, and participate in feedback forums and cultural competency development. Make independent, policy-aligned admissions decisions. Review files with international coursework in them to determine admissibility. Process post-baccalaureate applications through college workflows for select academic colleges.

5% – Outreach

• Collaborate with campus partners to support admissions initiatives, including development of processes for new majors and programs. Represent the Office of Admissions at events such as open houses, orientations, and recruitment activities, and provide support to partner campuses and departments as needed. Attend meetings and process UAC decisions.

5% – Other Duties and Projects as Assigned

• Support publications and website updates related to admissions and residency policies, assist with staff training, and conduct research on enrollment trends. Serve on search committees and participate in professional development activities. Provide operational support during peak periods, including review of residency affidavits.

What You Will Need

• Bachelors degree from a 4 year college/university and 2 years of experience related to student services or Enrollment Management at a college/university or an equivalent combination of education and experience.

• 1 year of supervisory experience.

• Ability to follow, interpret and apply policies regarding higher education.

• Excellent oral and written communication skills, and ability to handle difficult situations and conversations with diverse communities.

• Ability to establish priorities, exercise independent judgment, and perform tasks with a high degree of accuracy and strong attention to detail.

• Must have proficiency in Microsoft Office applications including Word, Excel, Outlook and PowerPoint.

• Ability to follow, interpret and apply policies regarding higher education.

• Experience with credential evaluation and Admission application processing.

This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard: 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months.

What We Would Like You to Have

• Master’s degree in Student Services, Education, or related field.

• Experience with Slate, Banner, OnBase or other document management software.

• Experience with customer service management and Admission application processing

• Experience in creating and conducting presentations.

• Must be able to lift 30 pounds.

• Experience working with OCR technology and workflows.

Working Conditions / Work Schedule

Typically Monday through Friday 8-5, but may need to work irregular hours including nights and weekends.

Special Instructions to Applicants

To ensure full consideration, applications must be received by May 6, 2026. Applications will continue to be accepted after the full consideration date, until a sufficient applicant pool has been achieved or the position is filled. The closing date is subject to change without notice to applicants.

When applying you will be required to attach the following electronic documents:

1) A resume/CV;

2) A cover letter indicating how your qualifications and experience have prepared you for this position; and

3) Please respond to the following question (upload as Other Document 1):

• Describe a time when you had to balance providing excellent customer service with enforcing a policy that was unpopular or disappointing to an applicant. How did you handle it, and what was the outcome?

4) Please respond to the following question (upload as Other Document 2):

• This position manages high-volume application processing during peak periods, often with competing expectations for turnaround times from campus partners. Please describe your approach to planning for and leading through these periods, including how you prioritize work, support staff, and communicate proactively with stakeholders regarding timelines and expectations.

You will also be required to submit the names of at least three professional references, their e-mail addresses and telephone numbers as part of the application process.

For additional information please contact: David Compton david.compton@oregonstate.edu

We are an Equal Opportunity Employer, including disability, protected veteran, and other protected status.

OSU will conduct a review of the National Sex Offender Public website prior to hire.

OSU is a fair chance employer committed to inclusive hiring. We encourage applications from candidates who bring a wide range of lived experience including involvement with the justice system. This job has “critical or security-sensitive” responsibilities. If you are selected as a finalist, your initial job offer will be contingent upon the results of a job-related pre-employment check (such as a background check, motor vehicle history check, sexual misconduct reference check, etc.). Background check results do not automatically disqualify a candidate. Take a look at our https://hr.oregonstate.edu/careers/background-checks website including the https://hr.oregonstate.edu/careers/candidates section for more details. If you have questions or concerns about the pre-employment check, please contact OSU’s Employee and Labor Relations team at employee.relations@oregonstate.edu.

To apply, please visit: https://apptrkr.com/7102384

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