Director, Enrollment Performance & Customer Service

Director, Enrollment Performance & Customer Service

The Director of Enrollment Performance & Customer Service is accountable for maximizing lead conversion, tour bookings, and enrollment outcomes across LCG’s third-party enrollment center and internal customer service functions. This role owns the commercial performance of the enrollment call center, ensuring prospective families receive a compelling, consultative sales experience that drives tours and accelerates enrollment decisions.

 

The Director serves as the strategic leader and performance architect of the enrollment center, holding third-party vendor partner accountable for revenue outcomes, service levels, and brand representation. This role leverages data, technology, and operational rigor to optimize conversion performance while ensuring every family interaction reflects LCG’s standards of care and quality.

 

 

Key Responsibilities

1. Revenue & Conversion Leadership

• Own performance of enrollment center impacting more than 2/3 of total lead volume.
• Drive measurable improvements in contact rate, appointment set rate, show rate, enrollment yield, and speed-to-contact.
• Develop and implement sales strategies that increase tour bookings and improve lead-to-enrollment conversion.
• Align call center incentives and performance metrics with revenue objectives.

 

2. Third-Party Vendor Governance

• Serve as executive owner of third-party enrollment center vendor(s).
• Establish and enforce SLAs, KPIs, and quality standards.
• Conduct weekly and monthly business reviews focused on performance, forecasting, and continuous improvement.
• Optimize staffing models, forecasting accuracy, and cost efficiency.
• Ensure vendor agents function as an extension of LCG, consistently representing the brand and school-level experience.

 

3. Sales Strategy & Experience Design

• Develop consultative sales scripts, call flows, objection-handling frameworks, and quality standards.
• Ensure enrollment center messaging aligns with school value proposition and market positioning.
• Implement structured coaching and QA processes to elevate selling capability.
• Create scalable onboarding and training programs to reduce ramp time and improve sales effectiveness.

 

4. Technology & Process Optimization

• Partner with marketing and IT to optimize CRM workflows, lead routing, automation, and dialer strategy.
• Leverage best-in-class contact center technology while designing practical workarounds where needed to enhance agent effectiveness.
• Utilize analytics dashboards to monitor real-time performance and identify friction points.
• Integrate and optimize school level call flow to further localize selling. 
• Drive continuous process improvement initiatives.

 

5. Customer Lifecycle & Retention

• Lead internal customer service team supporting active families.
• Implement service standards and retention-focused engagement strategies.
• Ensure timely resolution of escalations and complaints.
• Identify trends impacting retention and collaborate with field leadership on corrective actions.

 

Leadership Profile

• Proven leader of high-volume, performance-driven sales call centers.
• Demonstrated success managing third-party vendor relationships with clear commercial accountability.
• Deep understanding of lead conversion metrics, pipeline management, and revenue forecasting.
• Strong analytical capability; able to translate data into operational strategy.
• Experience implementing CRM and contact center technology solutions.
• Ability to influence field operators and cross-functional stakeholders.
• Builds performance cultures grounded in accountability, coaching, and measurable outcomes.
• Serve as leader and main point of contact for LCG customer service team and enrollment center vendor(s), 

 

Minimum Job Qualifications:

• Bachelor’s Degree required, preferably in area related to