Program Manager B - Records & Enrollment

Grays Harbor College is accepting applications for a Records and Enrollment Program Manager. The Program Manager provides leadership and operational oversight for records, registration, and student services functions within the Student Services Center. Reporting to the Director of Registration and Enrollment Services/Registrar, this position ensures the accurate, efficient, and compliant administration of student records and registration processes, while supporting student success from admission through graduation. The Program Manager supervises part-time staff (Work-study), oversees front-line service delivery, leads process improvement initiatives, maintains compliance with applicable regulations, and collaborates across the college to ensure equitable, student-centered services and operational excellence.

This position is full-time. Grays Harbor College has an excellent benefits package to include medical, dental, vision, basic life insurance, primary and supplemental retirement programs and long-term disability insurance. Full-time employees will also receive 11.33 hours of vacation leave per month to start, 8 hours of sick leave per month, and 4 personal leave days a year. Washington state also observes 11 paid holidays per year. Classified positions at Grays Harbor College have been designated as bargaining unit positions represented by the Washington Public Employees Association, Local 365. The union and the college have a collective bargaining agreement (referred to as the contract) that is posted on the GHC website. https://www.ghc.edu/hr/labor-relations

Serves as the first-line supervisor for Student Services customer support operations, ensuring consistent, high-quality service delivery through the college main phone line, enrollment email, and in-person interactions. Provides guidance and resolution for escalated student and staff concerns, exercising independent judgment and collaborating with the Registrar and other departments as needed for complex issues. Oversees the daily management of the Student Services enrollment email inbox, planning, coordinating, and implementing workflows and processes that ensure inquiries are addressed accurately, efficiently, and in a timely manner while maintaining service standards and operational effectiveness.

• Coordinates, trains, and oversees the work of part-time and work-study employees, including scheduling, on-boarding, development of training materials, and ongoing performance monitoring.
• Serves as the primary point of contact for escalated student and staff inquiries, conducting research, evaluating options, and providing guidance and resolution; refers complex or sensitive matters to the Director/Registrar as appropriate.
• Participates in the review, evaluation, and improvement of records, registration, and student services policies, procedures, and business processes to enhance service delivery and operational effectiveness.
• Maintains records, tracking systems, and operational data; prepares reports and analyzes trends to support decision-making and continuous improvement efforts.
• Under the direction of the Director/Registrar, advises and supports students regarding academic records and registration processes, including Total Withdrawals, Grade Changes, Waivers, Audits, Course Substitutions, Drops for No-Shows, Transfer Credit, Incomplete Request, Course Repeats, Grade Forgiveness, Residency Determinations, Student Information Updates, and Course Audits.
• Reviews college catalogs, policies, procedures, and website content to ensure accuracy, consistency, and alignment with institutional and regulatory requirements; assists with updates and revisions as needed.
• Provides training, guidance, and oversight to Student Services staff, monitoring workflows and service delivery to ensure accuracy, efficiency, compliance, and continuous process improvement.
• Monitors and utilizes Navigate360 data, alerts, and reporting tools to identify trends, support student outreach efforts, evaluate service outcomes, and provide recommendations for continuous improvement.
• Assists the Director/Registrar in the preparation and submission of enrollment, registration, and admissions-related reports, including reporting to the National Student Clearinghouse.
• Monitors workload distribution and operational priorities, assigns and tracks inquiries and work assignments, and provides regular status updates and recommendations to the Director/Registrar regarding service levels and resource needs.

Under the direction of the Director of Registration and Enrollment Services/Registrar, coordinate, implement, and oversee enrollment and registration processes throughout the academic year, ensuring compliance with institutional policies and regulatory requirements. Assists with the administration and processing of a variety of student records and enrollment-related transactions, exercising independent judgment within established guidelines and escalating exceptions as appropriate.

Student and Staff Requests:

• Coordinate and process approved student records and registration transactions, including Student Information Change Requests, Employee and Student Waivers, Drops for No-Shows, Course Repeats, Course Audits, Grade Forgiveness Requests, Grade Changes, Course Substitutions, Total Withdrawals, and Term Admit Activations.
• Maintains records and tracking systems for Incomplete Agreements, Course Substitutions, and other academic exceptions.
• Provide information and guidance to students, faculty, and staff regarding registration procedures, academic policies, and enrollment-related processes.
• Review requests for accuracy, completeness, and policy compliance, referring complex or exceptional cases to the Director/Registrar as needed.

Student Residency:

• Process residency status updates and related documentation under the direction of the college's Residency Officer.
• Serve as a primary point of contact for students regarding residency classification and other admission or enrollment statuses that may affect tuition, financial aid eligibility, or student account requirements.
• Provide information and guidance regarding residency requirements, documentation, and appeal processes, ensuring timely and accurate resolution of student inquiries.

Beginning and End of Term Process (implementation, communications, troubleshooting, and reporting related issues.)

• Develop and deliver training, guidance, and procedural resources for Student Services and campus staff to ensure consistent application of enrollment, registration, and records policies.
• Provides technical expertise, policy interpretation, and problem resolution for students, faculty, staff, and external partners regarding records, registration, and enrollment processes.
• Participate in the development, implementation, and continuous improvement of program policies, procedures, and service delivery practices.
• Assist with the resolution of operational and customer service issues within delegated authority and escalate complex or high-impact matters to the Director/Registrar as appropriate.

Other duties as assigned. May include:

• Assist with the maintenance, review, and updating of Student Services Center website content, forms, and communication materials to ensure accuracy, accessibility, and alignment with current policies, procedures, and regulatory requirements.
• Support continuous improvement of student-facing resources by identifying needed updates, coordinating revisions, and ensuring timely publication of information.
• Contribute to the effective operation of the Student Services Center by providing cross-functional administrative and operational support during periods of high workload, staffing shortages, peak registration cycles, and special projects.
• Collaborate with campus partners to support departmental initiatives and ensure continuity of services that promote student success and operational effectiveness.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required:

• Bachelors degree in business administration or a related field OR Associates in Applied Science of Business Management; AND/OR
• Two years of experience, including planning, policy analysis, coordination, and consultation with various public and private agencies, organizations, and/or states. Working within Higher Education. Administrative or managerial work experience may be substituted for education on a year-for-year basis. A total of two years of relevant and progressively responsible experience as outlined above.
• Computer skills, including Microsoft Office (Word Access, Excel, and Outlook).

Preferred/Desired:

• Demonstrate proficiency in the use of standard office technology and equipment, including desktop and laptop computers, multifunction copiers, scanners, printers, and other business office systems.
• Proficient in Microsoft Office applications, including Word, Excel, Access, and PowerPoint, with the ability to create, analyze, and manage documents, spreadsheets, databases, reports, and presentations.
• Skilled in the use of email, internet-based applications, and virtual communication and collaboration platforms, including Microsoft Teams and Zoom, to support effective communication, training, and service delivery.
• Experience using student information, customer relationship management (CRM), and student success platforms, preferably Navigate360, to support student engagement, appointment scheduling, case management, communications, data tracking, reporting, and retention initiatives.
• Ability to learn, administer, and utilize specialized higher education software systems and technology tools to support enrollment, registration, records management, and student services operations.