Description

The Vice President Financial Aid (VP) will provide executive leadership and strategic direction for the administration of all of our federal, state, and institutional financial aid programs.

The VP ensures full regulatory compliance while advancing a high-quality, learner-centered service model that supports enrollment, retention, and learner success. In addition, they are responsible for developing and implementing a financial aid strategy, utilizing advanced modeling to inform recruitment, retention and graduation goals. We seek a financial aid leader that brings an approach that is data-informed, with a strong operational acumen and a resolve to the delivery of high-touch, leaner-centered services. They will also drive continuous improvement with data analytics, process optimization, and emerging technologies, including artificial intelligence (AI), to enhance operational efficiency, and service delivery in support of the overall learner experience.

Relocation to the Maryland / DC /Northern Virginia metro area is required. Upon relocation, this position operates in a hybrid model with three (3) days per week on-site. 

Leadership & Operations 

• Provides strategic leadership for the development, implementation, and continuous evaluation of institutional financial aid policies and procedures
• Serves as the primary liaison with the U.S. Department of Education and other regulatory agencies on all financial aid matters
• Establishes and maintains policies, workflows, and service standards that support accurate, efficient, and compliant administration of financial aid programs
• Leads financial aid operations, including awarding, packaging, verification, disbursement, loan processing, grants, scholarships, and records management
• Oversees the operating budget and ensures responsible stewardship of federal, state and institutional funds
• Prepares forecasts and supports planning through accurate reporting

Compliance & Regulatory Oversight  

• Ensures institutional compliance with all applicable federal, state, and institutional regulations
• Oversees audits, program reviews, and required reporting including but not limited to audit preparation and responses, as well as strong internal controls and quality assurance practices
• Monitors regulatory developments and advise leadership on operational and policy implications
• Remains apprised of the changing federal guidelines to support UMGC learners

Strategy & Enrollment Alignment   

• Develops and implements a sophisticated financial aid strategy aligned with UMGC’s enrollment management plan
• Advances a learner-centered service model by establishing service standards and ensuring responsive, accurate, and accessible support across multiple service channels
• Leads financial aid modeling efforts and partners with Admissions to support recruitment and conversion strategies
• Translates institutional priorities into operational financial practices that support access, retention, and student success
• Oversees the design and delivery of customer service strategies that enhance the learner experience and support recruitment and retention goals
• Champions the responsible use of AI and automation technologies (e.g., virtual assistants, predictive analytics, intelligent document processing) to improve service responsiveness, streamline operations, and enhance decision-making
• Designs and applies assessment tools to evaluate the effectiveness of financial aid strategies and initiatives
• Monitors and assesses service performance using key metrics (e.g., response times, resolution rates, learner satisfaction) and implements continuous improvement initiatives
• Leads, mentors, and develops staff, fostering a culture of accountability, innovation, and excellence in learner service

Collaboration & Student Experience

• Partners with institutional stakeholders, to optimize systems and implement scalable, technology-enabled solutions via AI and other optimization platforms
• Designs and applies assessment tools to evaluate the effectiveness of financial aid strategies and initiatives
• Identifies and implements process improvements to increase efficiency, accuracy, and compliance across all financial aid functions
• Works with Marketing and Communications to provide clear and timely financial aid information to students and families
• Partners with the Registrar and other campus stakeholders to ensure coordinated service delivery

Data, Analytics & Financial Stewardship 

• Uses data and analytics to inform operational decisions, workload planning, and resource allocation
• Provides reporting and insights to Enrollment Management leadership to support recruitment and retention goals
• Identifies trends and recommends strategic adjustments to financial aid practices
• Performs other job-related duties as assigned by the COO 
   

Requirements

Required education & experience: A demonstrated track record of achieving results and getting things done; an earned Master’s degree from a regionally accredited institution of higher learning; at least 10 years of progressively responsible or senior leadership experience in higher education financial aid; deep knowledge of Federal Title IV regulations and Direct Loan Program administration; demonstrated ability to interpret and apply complex regulatory requirements; proven leadership and management experience in a complex organizational environment; ability to manage multiple priorities in a fast-paced, deadline-driven setting; familiarity with customer relationship management (CRM) systems and service delivery platforms; working knowledge of AI-enabled tools and data analytics to support operational and service improvements; familiarity with customer relationship management (CRM) systems and service delivery platforms; working knowledge of AI-enabled tools and data analytics to support operational and service improvements; demonstrated experience leading learner-facing service operations or customer support functions; experience implementing technology-driven improvements, including automation or AI-enabled solutions; and must meet and maintain federal and state system access requirements with NSLDS.

Preferred experience: Strong analytical, problem-solving, and decision-making skills; ability to manage multiple priorities in a fast-paced, deadline-driven setting; experience with PeopleSoft Learner Administration or comparable enterprise learner information systems; track record of deploying AI or advanced technologies to improve service delivery, operational efficiency, or compliance outcomes; demonstrated success improving learner satisfaction, access, and service performance metrics; as well as excellent written, verbal, and interpersonal communication skills.