Director, Support Operations

About Adtalem Global EducationAdtalem Global Education is a national leader in post-secondary education and leading provider of professional talent to the healthcare industry. Adtalem educates and empowers students with the knowledge and skills to become leaders in their communities and make a lasting impact on public health, well-being and beyond. Through equitable access to education, environments that nurture student success, and a focus on expanding and diversifying the talent pipeline in healthcare, Adtalem is building a brighter future for communities and the world.Adtalem is the parent organization of American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine and Walden University.We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.Visit for more information and follow us on LinkedIn and Instagram.Job DescriptionThe Director, Support Operations lives within the organization’s Institutional Support Services function, playing a pivotal role with the Financial Account Management group. The Director will be responsible for overseeing the strategic and operational direction of student financial account resolution, debt collection operations across multiple educational institutions, overseeing the recovery of outstanding financial aid obligations, tuition balances, and other institutional receivables.This individual leads a team of functional leaders and advisors dedicated to assisting students in resolving outstanding balances, while ensuring compliance with institutional policies and regulatory requirements.ResponsibilitiesLead the full strategic and operational collection strategies of tuition, fees and other receivables across multiple institutional portfolios.Drive operational excellence in a dynamic call/contact center environment, ensuring optimal use of software tools and technologies to consistently meet and exceed client service level agreements (SLAs).Responsible for implementation and expansion of pilot projects designed to support Academic partners while meeting service provider expectations.Develop and implement AR policies and procedures that align with institutional goals and regulatory requirements.Lead and develop the AR team and collaborate with other departments to improve financial processes and systems.Provide a holistic leadership of overall processes focusing on improving efficiency, student service, and optimizing processes.When resource conflicts arise, prioritizes and escalates with recommendations to Institutional Support Services senior leadership and/or academic partner leadership.Analyze collection data and trends to identify opportunities for process improvement.Collaborate with functional leaders and academic partners on collections strategies, workforce management solutions, and other areas that drive organizational institutional success.Collaborate with senior leadership and key stakeholders to support financial planning, forecasting and reporting.Serve as an executive liaison, representing Financial Account Management with academic partners.Ensure compliance with federal and state regulations and implement internal controls to mitigate financial risk.Ensure the function is providing seamless, student-centric processes to deliver exceptional service to students and client-service relationship to deliver exceptional business performance results.QualificationsBachelor's Degree Required and master's degree Preferred.10+ years of senior-level leadership experience managing collections, accounts receivable or account management functions.10+ years of experience leading functions and teams at a Director of Sr Director level.Experience in a highly regulated environment or industry preferred.Proven success leading large, diverse, and geographically dispersed teams.Extensive experience in a highly regulated environment or industry, preferably with Student Finance, Title IV, or higher education.Excellent ability to lead, coach, and develop employees.Exceptional communication and collaboration skills.Project management experience and skillset, particularly in leading enterprise-wide initiatives and implementations.Proficiency with CRM systems and financial and other reporting tools.Strong analytical and financial acumen.Strategic thinker with strong business acumen.Demonstrates a high level of ethical standards, integrity, and accountability in all aspects of leadership and decision making.Additional InformationIn support of the pay transparency laws enacted across the country, the expected salary range for this position is between $100,000.00 - $150,000.00.Adtalem Offers a Robust Suite Of Benefits IncludingHealth, dental, vision, life and disability insurance401k Retirement Program + 6% employer matchParticipation in Adtalem’s Flexible Time Off (FTO) Policy12 Paid HolidaysEqual Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation #J-18808-Ljbffr

Created: 2025-10-08