The primary focus of this role is to serve as a key leader within the Student Success department, overseeing financial vendor management, data and insights, and operational innovation across the student financial journey. This role is accountable for aligning financial services initiatives to operational KPIs, ensuring regulatory compliance, and driving continuous improvement for both the student and staff experience.
ResponsibilitiesServe as the primary point of contact for student financial services vendors, managing day-to-day relationships, escalations, and performance against contractual SLAs and operational benchmarks — ensuring accountability, continuous improvement, and alignment to compliance, security, and institutional standards in collaboration with internal stakeholders  Analyze contact center data for inbound and outbound channels to develop reporting frameworks, identify trends and gaps, and deliver data-driven guidance to the Sr. Manager that informs strategic planning, backlog prioritization, and continuous operational improvement Drive ongoing enhancements to contact center operations that increase accessibility and self-service resolution, while maintaining an auditable knowledge base and actionable training resources that ensure accurate, consistent, and Title IV-compliant information for student-facing interactions — including federal aid programs, verification, R2T4, disbursement, and regulatory disclosure requirements Identify and lead large scale process improvement efforts in the delivery of support to students while monitoring performance and usage metrics to assess operational impact. Provide guidance to the Sr. Manager with a focus on the student success teams, while demonstrating strong knowledge of the business and expertise in financial services.  Collaborate with cross-functional teams including sales, support, service, business development, change management, regulatory, and IT, as well as various business units. Performs other duties as assigned  Complies with all policies and standards