Operations Specialist

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Department: Division of Enrollment Management

Classification: Education Support Spec 2

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Sponsorship Eligibility: Not eligible for visa sponsorship

Pay Band: 03

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

The Office of the University Registrar implements academic policy of George Mason University, as well as applicable federal and commonwealth laws. Provides high-level, customer-oriented service to students, faculty, and administrative customers. Balances competing needs of various constituencies as fairly as possible and within the confines of the Family Educational Rights and Privacy Act of 1974, as amended. Functional areas include academic records, transcripts, certifications, domicile appeal, graduation, registration, scheduling, and reports on student data.

About the Position:

The Operations Specialist updates and maintains accurate student academic records, primarily in electronic format. Communicates and solves problems regarding academic policy and procedure as it affects the student's academic record. The position is also responsible for enforcing Registrar's Office and University policy regarding various Enrollment Services functions and requires extensive knowledge of federal and state regulations concerning the privacy of student records.

This position includes student customer service at a higher level of complexity and sensitivity than those handled directly by Enrollment Central or via Patriot Web. The customer base includes students, faculty, and staff. Extensive breadth and depth of knowledge of George Mason University's academic policy form the basis for this work.

Responsibilities:

Customer Service:

• Serves as a customer service representative in the Office of the University Registrar;
• Provides high-quality customer service in all aspects of the position, in spite of often difficult and aggressive student and faculty clientele;
• Follows through in a timely manner;
• Offers alternative creative solutions;
• Maintains record confidentiality; and
• Follows FERPA when communicating with students, parents, and faculty.

Cross-Functional Support:

• Serves as a front-line operations representative in the Office of the University Registrar;
• Provides cross-functional support;
• Answers initial inquiries regarding admissions, certifications, and domicile; and
• Assists students, faculty, and staff with detailed issues related to registration, records, transcripts, and graduation.

Required Qualifications:

• Experience providing customer service to an assertive clientele;
• Experience handling multiple priorities within a hectic workplace;
• Experience with various electronic applications, including e-mail and word processing;
• Experience with the application of rules and regulations;
• Customer service skills;
• Detail oriented skills;
• Ability to re-focus after frequent interruptions;
• Ability to function amidst a hectic pace;
• Ability to handle multiple priorities at once and prioritize work tasks;
• Ability to calm the occasional angry customer;
• Ability to think logically through steps in a process;
• Communication ability in order to explain rules or policies to others; and
• Capability to perform and learn various electronic applications.

Preferred Qualifications:

• Bachelor's degree in related field;
• Experience with web/internet applications; and
• University experience preferred.

Instructions to Applicants:

For full consideration, applicants must apply for the Operations Specialist at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a cover letter and resume for review.

Posting Open Date: October 7, 2025

For Full Consideration, Apply by: October 21, 2025

Open Until Filled: Yes