Director, Triage & Student Enrollment Services

Weekly Work Hours

Compensation Range

Salary Minimum

FLSA

Position Type

Position / Job Summary

The Director of Triage & Student Enrollment Services provides strategic leadership, operational oversight, and continuous improvement for a comprehensive, student-centered triage model supporting both prospective and current students across credit and non-credit pathways. This role is responsible for designing, implementing, and scaling a high-performing triage service model that delivers efficient, accurate, and equitable access to enrollment services including admissions, financial aid, success coaching, and student success support.

Essential Duties & Responsibilities

• Execute a college-wide triage strategy aligned with enrollment, retention, and student

• Lead the evolution of a centralized service model that simplifies the student experience

• Establish service delivery standards for both virtual and in-person environments

• Identify and implement innovative solutions to improve access, reduce wait times, and enhance service quality

• Oversee daily triage operations across multiple campuses and virtual platforms

• Ensure consistent execution of triage processes, including queue management, intake, routing, and warm handoffs

• Monitor and optimize staffing models, scheduling, and peak period readiness

• Partner with IT and functional departments to enhance systems (e.g., SIS, queue platforms, CRM tools)

• Lead, coach, and develop triage specialists to deliver high-quality, student-centered service

• Establish clear performance expectations, service metrics, and accountability structures

• Design and implement onboarding, training, and professional development programs

• Foster a culture of collaboration, responsiveness, and continuous improvement

• Serve as a key liaison between Admissions, Financial Aid, Success Coaching, Recruitment, and Information Central

• Ensure alignment of triage services with institutional policies, procedures, and student success initiatives

• Partner with internal and external stakeholders to improve service integration and student outcomes

• Data, Reporting & Continuous Improvement

• Develop and monitor key performance indicators (KPIs), including:

  • Wait time and service times

  • Queue volumes and utilization

  • Student satisfaction and resolution rates

  • Conversion from inquiry to enrollment

  • Utilize data to identify trends, gaps, and opportunities for improvement

  • Lead continuous improvement initiatives to enhance efficiency and student experience

• Champion the student-first philosophy focused on removing barriers and simplifying processes

• Ensure accurate, consistent, and timely information is provided to students

• Promote service delivery for students.

• Oversee communication strategies that guide students from inquiry through enrollment

• Required Dallas College Professional Development Hours per Academic Year.

  • All employees are required to complete a minimum of 19 hours.

  • People leaders are required an additional 16 hours of leadership development.

  • Perform other duties not listed as assigned.

The following duties are required for People Leader roles specifically:

Exercises full discretion and decision-making authority in the recruitment, selection, hiring, mentoring, coaching, development & termination of staff, ensuring alignment with organizational goals, budgetary constraints, and workforce planning strategies. Drive high performance by administering the performance management process timely, setting clear expectations, conducting performance evaluations, and implementing initiatives that enhance employee engagement, motivation, and retention.

Minimum and Preferred - Education, Experience, and/or Certifications

Required Qualifications for Role (necessary or mandatory)

• Bachelor's degree required.

• Five (5) or more years of progressive leadership experience in higher education, student services, or a related field.

• Experience managing multi-campus or large-scale operations preferred.

• Demonstrated experience in enrollment management, student success, or customer service operations.

Other Preferred Qualifications for Role (not mandatory, but advantageous)

• Master's degree preferred

• Bilingual or multilingual skills preferred

*** Will be subject to a criminal background check. Some positions may be subject to a fingerprint check. ***

Knowledge, Skills, and Abilities

Required Qualifications for Role (necessary or mandatory)

• Deep knowledge of student enrollment processes, including admissions, financial aid, advising, and records.

• Strong understanding of community college systems and student success frameworks.

• Expertise in designing and managing high-volume service operations (call centers, triage models, or student service centers).

• Ability to analyze data, interpret trends, and drive strategic decisions.

• Strong leadership and team development skills with experience managing large, diverse teams.

• Exceptional communication and interpersonal skills with the ability to influence across all levels.

• Experience with student information systems (SIS), CRM tools, and queue management platforms.

• Demonstrated commitment to serving college-wide student populations.

• Ability to manage complex projects and lead cross-functional initiatives.

Work Condition Environment / Physical Requirements

Normal physical job functions performed within a standard office environment. Reasonable accommodation(s) may be made to individuals with physical challenges to perform the essential duties and responsibilities.

• Ability to work extended hours during peak enrollment periods

• Regular and predictable attendance required

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Incumbents may be directed to perform job-related tasks other than those specifically presented in this description. Position requires regular and predictable attendance.

Since 1965, Dallas College, formerly Dallas County Community College District, has served more than three (3) million students. Comprising seven campuses located around the Dallas/Fort Worth area, we are one of the largest community college systems in the state of Texas. We strive to be a leader in the community college space, placing students at the center of everything we do.

Dallas College is committed to cultivating an environment of opportunity and belonging for all students and employees. We recognize that the Dallas College workforce, and the diverse talent that stems from it, is directly linked to our success. We are part of an equal opportunity system that provides education and employment opportunities without discrimination on the basis of any protected attribute, including race, color, religion, national origin, sex, disability, age, sexual orientation, gender identity or gender expression, veteran status, pregnancy or any other basis protected under applicable law. In accordance with applicable law, Dallas College will make reasonable accommodations for applicants and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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