Opportunity at a GlanceReporting directly to the Vice President of Institutional Support Services (ISS), the Senior Director, Support Operations provides strategic leadership for the development, implementation, and oversight of initiatives that enhance the student experience, support institutional priorities, and ensure regulatory compliance across Covista's academic partners.This executive leader is responsible for driving operational excellence in areas including new student enrollment, resource planning, process optimization, student persistence through student finance operations, technology enablement, and business consulting services. The role partners closely with academic institutions, regulatory affairs, legal counsel, information technology, and operational leaders to deliver sustainable business solutions that improve service delivery, regulatory compliance, and organizational effectiveness.The Senior Director serves as a subject matter expert on complex regulatory requirements, understanding how regulations intersect across multiple operational functions and institutions. This individual leads enterprise-wide initiatives, develops strategic solutions to operational challenges, and represents ISS with internal and external stakeholders, including regulatory agencies.Success in this role requires a highly collaborative and influential leader who inspires teams, navigates ambiguity, drives performance through data-driven decision-making, and fosters a culture of accountability, continuous improvement, and professional growth.Key ResponsibilitiesStrategic Leadership & Operational ExcellencePartner with academic institutions and functional leaders to align operational strategies, workforce planning, and service delivery models that support institutional goals and student success.Provide enterprise-wide leadership focused on improving operational efficiency, enhancing the student experience, and optimizing business processes.Utilize data, analytics, and performance metrics to identify opportunities, develop short- and long-term strategies, and improve service level agreements (SLAs) across key business functions.Position ISS as a best-in-class Center of Excellence for resource planning, process improvement, technology optimization, student persistence, and operational innovation.Lead the design, implementation, evaluation, and expansion of pilot programs and strategic initiatives that support institutional priorities and service excellence.Collaborate with ISS leaders, IT partners, and institutional stakeholders to develop scalable solutions and establish success measures and reporting frameworks.Regulatory Leadership & ComplianceServe as a regulatory subject matter expert, providing guidance on federal, state, and institutional regulations across multiple operational areas and institutions.Ensure compliance with all applicable federal, state, accreditation, SOX, and organizational requirements related to student financial operations.Partner with Regulatory Affairs and Legal teams to assess regulatory risk, implement compliance strategies, and maintain regulatory readiness.Communicate directly with external regulatory agencies as needed regarding student financial and operational matters.Lead responses to audits, regulatory reviews, and compliance inquiries, including the development and execution of corrective action plans.Prepare and submit regulatory responses and documentation for student finance-related matters.Partner & Stakeholder EngagementServe as an executive liaison between ISS and academic institutions, fostering proactive, transparent, and collaborative relationships.Represent ISS on committees, governance bodies, project teams, and task forces across the organization.Consult with institutional and executive leaders on service trends, operational challenges, and strategic opportunities to improve performance.Collaborate with ISS leadership to determine resource allocation, service commitments, and operational priorities.Escalate resource constraints and competing priorities with recommendations that support institutional and organizational objectives.Team & Financial LeadershipLead and develop high-performing teams by creating alignment, building engagement, fostering professional growth, and effectively navigating organizational change.Promote a culture of accountability, continuous improvement, innovation, and student-centered service.Manage labor and operating budgets exceeding $5 million.Oversee a funding portfolio exceeding $1.8 billion.Provide staffing, financial, and operational insights to optimize resource allocation, workforce planning, and budget management across Student Financial Operations and academic partners.Manage multiple functions and institutional relationships to ensure seamless operations, exceptional service delivery, and strong business outcomes.Additional ResponsibilitiesPerform other duties as assigned.Comply with all company policies, procedures, and professional standards.
