Senior Director of Online Recruitment (505025)

  • Cal State University (CSU) San Jose
  • San Jose, California
  • Sep 22, 2021
Full Time Administration and Management

Job Description


Job Summary

The Senior Director of Online Recruitment will support San José State University's commitment to increase online access to higher education for working adult learners, focusing on providing students from historically underserved communities with opportunities to advance their education and obtain their degree. The Senior Director manages the administration and oversight of the University's online recruitment and enrollment team and will manage a learner-focused student services model that ensures that online degree seekers experience integrated, seamless connections to the University from inquiry through admission. The Senior Director works to ensure efficient team production, a commitment to high-quality services, and strategic integration of procedures to achieve the desired strategic online enrollment priorities for the University.

The Senior Director leads daily operations the includes: developing and assessing a prospective student communications plan; manage communications with prospective students using a portal/CRM; develop business practices and priorities (phone systems, chatbots); organize training and documentation; report on formative and summative analytics; and developing and oversee budgets.

Key Responsibilities
  • Lead the Online Recruitment and Enrollment Center (OREC) through professional management, administrative concepts and practices used for complex, managing process improvement, and planning for future needs
  • Hire and evaluate a staff of professional Enrollment Counselors
  • Oversee the development of a counselor training program
  • Lead the development of unit policy and procedures and any unit strategies or programs by regulatory changes or streamlining efforts
  • Develop an annual budget and forecast expenses
  • Provide oversight for developing comprehensive student recruitment plans and strategies for SJSU Online
  • Develop recruitment and lead management reports to support enrollment efforts; identify metrics for evaluation and ensure focused monitoring and quality assurance of student movement through the enrollment funnel
  • Identify enrollment trends and opportunities to support corporate relationships within SJSU Online and to provide feedback on online enrollment best practices
  • Evaluate the effectiveness of the recruitment programs, considering goals for strategic discount opportunities, corporate partnerships, financial aid/scholarships, and number of program applicants and retention rates for online programs
  • Implement CRM and other new technology to track and produce reports on prospective students
  • Assess and implement new technology and platforms to enhance prospect generation and yield efforts that align with the University's strategic goals

Knowledge, Skills & Abilities
  • Sales and customer relationship skills with adult students
  • Ability to lead a team: determining organizational needs, hiring, training, motivating/inspiring other professionals to work effectively as a team
  • Organizational, time management, analytical, decision-making, and interpersonal skills
  • Knowledge of institutional branding, development of message platforms, and communication plans, and their assessment
  • Well-developed communication skills
  • Ability to review and verify complex records and detailed information
  • Proficient using related software applications (e.g., Google apps, word processing, spreadsheet, database management), Customer Relations Management (CRM) platforms and/or call center technologies (e.g., Salesforce, Genesys, Five9).

Required Qualifications
  • Bachelor's Degree
  • Five years of experience providing customer service
  • Three years of experience in a management or leadership role within higher education or a comparable large professional organization
  • Two years of experience in a call center setting
  • Experience using Customer Relations Management (CRM) software

Preferred Qualifications
  • Master's Degree or equivalent experience such as might be attained through 3-5 years management experience in higher education recruitment setting
  • Experience using Customer Relations Management (CRM) software
  • Leadership experience in a higher education call center setting
  • Experience with online degree program delivery in higher education
  • Experience working with a diverse/non-traditional, particularly adult, student population
  • Experience with outreach practices and strategic recruitment plans
  • Exceptional written communication skills
  • Experience making data informed decisions


Classification: Administrator III
Hiring Range: Commensurate with experience

San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary.

Application Procedure

Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:
  • Resume
  • Letter of Interest

All applicants must apply within the specified application period: September 20, 2021 through October 10, 2021. This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.

Contact Information

University Personnel

CSU Vaccination Policy

The CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process should be prepared to comply with this requirement as a condition of employment. The system wide policy can be found at and questions may be sent to

Additional Information

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.

The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.


All San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Equal Employment Statement

San José State University (SJSU) is an Equal Opportunity/Affirmative Action employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws. This policy applies to all SJSU students, faculty and staff programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus).

Closing Date/Time: Open until filled

Job Address

San Jose, California United States View Map