Senior Director - Business Operations

GENERAL JOB SUMMARY:

The Senior Director, Business Operations leads the operational and shared-service functions that enable Continuing Education & Training Services (CE&TS) programs to deliver reliable, efficient, customer-centered services at scale. The position is accountable for registration and enrollment processing, customer service, program support, course and instructor administrative setup, scheduling, financial and contract processing, operational reporting, daily systems administration, facilities/building operations, and other repeatable enterprise processes assigned to the portfolio. The Senior Director establishes service standards, process ownership, cross-training, workload balancing, and operational controls while partnering division-wide on process and technology-enabled improvement.

The typical work schedule will be Monday through Friday from 8 am to 5 pm with additional time outside of standard hours may be required on an as needed basis.

UNIVERSAL CORE COMPETENCIES:

• Advocate for Continual Improvement- empowering each other to identify opportunities for excellence.
• Collaborate with Mutual Accountability- working together with a willingness to take ownership and account for our actions.
• Champion Service- anticipating needs and create a welcoming, diverse, and inclusive environment.
• Perseverance- commitment to excellence even in the face of adversity or delay in achieving success.
• Lead- regardless of title, through positive influence.

DUTIES/RESPONSIBILITIES:

• Provide strategic direction and leadership for CE&TS Business Operations, ensuring centralized services are reliable, efficient, scalable, customer-centered, and aligned with institutional requirements.
• Own CE&TS registration and enrollment processing, including service standards, issue resolution, coverage, quality, and coordination with program areas.
• Lead the customer-service model for routine CE inquiries, registration support, payment/enrollment issues, and appropriate routing to program experts.
• Lead Program Support as a shared-service function, establishing common standards, cross-training, workload balancing, backup coverage, and intentional alignment to program portfolios where specialized knowledge is needed.
• Partner with Strategic Initiatives to redesign cross-functional processes, implement technology/automation, improve customer journeys, and program support.
• Own course/session setup, instructor administrative onboarding, room and course scheduling, and other repeatable program-administration processes.
• Oversee financial processing, routine purchasing administration, contract/agreement administration, reconciliations, operational controls, and related documentation assigned to CE&TS Operations.
• Ensure reliable recurring operational reporting, transactional data accuracy, and daily administration of Lumens and other assigned operational systems.
• Oversee day-to-day facilities and building operations, room coordination, operational logistics, and routine facility issues across CE&TS locations.
• Establish and monitor service-level expectations, customer experience measures, workload indicators, and operational performance metrics.
• Lead, coach, and develop Operations leaders and staff across multiple functional areas and leadership levels, fostering a culture of service, continuous improvement, and shared accountability.
• Perform other related work duties as assigned.

PERFORMANCE EXPECTATIONS:

• Lead with independent judgment and accountability for service reliability, operational performance, financial stewardship, communication, continuous improvement, and execution.
• Establish and achieve operational performance goals that drive efficient, accurate, and responsive service.
• Provide strategic oversight of the divisional budget, ensuring responsible financial management and alignment with divisional priorities.
• Bring appropriate updates and proposed solutions to the Vice President in a timely manner.
• Build a cross-trained, collaborative team that can flex capacity across CE&TS as demand changes.
• Use operational data and customer feedback to identify risks, bottlenecks, workload issues, and opportunities for improvement.
• Maintain timely, two-way communication within the division and across the college to foster strong service relationships.
• Apply the principle that Business Operations is accountable for making centralized processes work well today while partnering with Strategic Initiatives to make them work better tomorrow.
• Welcome, value, and nurture people of all backgrounds, perspectives, and experiences, as well as support and promote an environment that accepts differences.

The statements contained herein reflect general details as necessary to describe the essential job duties/responsibilities and performance expectations of the job, which should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned.

PHYSICAL ACTIVITIES WITH/WITHOUT REASONABLE ACCOMMODATION: Position involves working in an office setting. Occasional (10-33%) standing, pushing, pulling and grasping. Frequent (34-66%) reaching and viewing a computer and other types of close visual work. Constant (67-100%) sitting, walking, repetitive motion, talking and hearing.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in business, operations management, education administration, organizational leadership, communication, public administration, or related field.
• Minimum five years of experience in operations, shared services, customer service, educational administration, business operations, data management, or related areas.
• Previous successful supervisory or people-leadership experience required.
• Demonstrated experience with process management, budgeting/financial operations, service delivery, performance measurement, and cross-functional coordination.
• Strong organizational, analytical, communication, customer service, problem-solving, and change-management skills.

PREFERRED QUALIFICATIONS, LICENSES, CERTIFICATIONS, OR REGISTRATIONS:

• Master's degree in a relevant field.
• Experience in continuing education, higher education, workforce development, or another complex service organization.
• Experience with registration/student systems, ERP/SIS platforms, financial operations, process improvement, or shared services models.
• Knowledge of Lean, project management, customer experience, automation, or operational excellence practices.

EEO/AA STATEMENT: It is the policy of Kirkwood Community College not to discriminate in its programs, activities, or employment on the basis of race, color, national origin, sex, disability, age, sexual orientation, gender identity, creed, religion, and actual or potential family, parental or marital status. If you have questions or complaints related to compliance with this policy, please contact the Vice President, Human Resources and Institutional Effectiveness (employees) or the Vice President of Student Services (students), 6301 Kirkwood Blvd. SW, Cedar Rapids, IA 52404, 319-398-5572, equity@kirkwood.edu, or the Director of the Office for Civil Rights, U.S. Department of Education, Cesar E. Chavez Memorial Building, 1244 Speer Boulevard, Suite 310, Denver, CO 80204-3582, Telephone: (303) 844-5695 FAX: (303) 844-4303, TDD 800-877-8339 Email: OCR.Denver@ed.gov.

WHY KIRKWOOD:

Kirkwood Community College prides itself on fostering a diverse workforce and values unique perspectives throughout its campus community. The college is a convenient, innovative, visionary educational leader striving to remain affordable and accessible. With more than 140 majors and programs, Kirkwood boasts 16,000 annual college-credit students while maintaining one of the lowest tuitions in the state. All degree-seeking students are eligible for federal financial aid and the college offers more than $3 million in scholarships each year to students from all walks of life. Review of applications will continue until the position is filled.