Assistant Director Of Customer Service & Application Evaluation

Assistant Director of Customer Service & Application Evaluation

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

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