Manager, Enrollment Operations

Job Description

SUMMARY: The Manager for Enrollment Operations is a high-performing leader responsible for a dynamic team of Private/Public Enrollment Teams and Supervisors in our remote call/contact center environment. This role is pivotal in ensuring the smooth operational and strategic growth of our enrollment processes. The ideal candidate will have a deep understanding of both private and public enrollment options, excellent leadership skills, dedicated to the development and growth of employees, fostering a supportive and empowering work environment and a focus on operational efficiencies. This high-performing, data-driven, and results-oriented individual will drive the success of our private/public/document processing enrollment initiatives and support the business's goals and needs.

This position is a remote, work-from-home role and open to residents of the US 50 states, D.C.

ESSENTIAL FUNCTIONS:   Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• Oversee private/public new acquisitions and operations to ensure seamless enrollment and optimal performance.

• Provide training and support to team members to enhance their skills and performance.

• Monitor and analyze enrollment data to identify trends and opportunities for improvement.

• Manage changes and updates to Enrollment Operations as needed.

• Work with senior management to plan, forecast, implement, and track departmental goals.

• Assist in developing business plans and ensure the department meets or exceeds budget targets.

• Conduct annual performance reviews and identify team members for advancement, initiate training programs for career progression.

• Manage the onboarding process for new hires working with outside vendors.

• Manage specific school relationships and communicate effectively with the internal team.

• Maintain comprehensive knowledge of K12 products and ensure all pertinent information is cascaded to direct reports.

• Serve as a subject matter expert (SME) on key information.

• Continuously enhance sales skills and share knowledge with the team.

• Stay informed about industry trends, competitors, and products, and convey this intelligence to the team.

Supervisory Responsibilities: Directly supervises three (5) to six (9) Full-time Equivalent (FTE) regular employees and/or contractors. Responsibilities include interviewing, hiring, training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

MINIMUM REQUIRED QUALIFICATIONS:   

• Bachelor’s degree AND

• Five (5) years of management experience in a high-volume, hands-on call center OR

• Equivalent combination of education and experience

Additional Requirements:

• Formal, specialized, job-related training.

• An ability to create, modify, alter, and/or adapt existing procedures or methods to meet changing situations or conditions within the overall framework of operating guidelines, principles, or organizational requirements.

• Capability to decide the time, place, and sequence of operations of a process, system, or organization and the need for revision of goals, policies, or procedures based on analysis of data and situations.

• Skilled application of detailed knowledge of company business processes, products, and people.

• Generally, advancement to this level occurs by obtaining advanced knowledge of practices and procedures and by increasing independence and decreasing the need for supervision.

Certificates and Licenses: None required.

OTHER REQUIRED QUALIFICATIONS: 

• Ability to effectively manage competing priorities in a deadline driven atmosphere, and demonstrate resilience

• Strong written and oral communication skills

• Excellent interpersonal skills with the ability to develop positive working relationships and work cross departmentally

• Strong record of achievement in terms of performance to goals/key success metrics

• Strong leadership skills with proven ability to hire, train, develop, coach and motivate a team of tele sales/service professionals

• Experience with Salesforce.com

• Strong analytical and reporting skills

• Strong time management, organizational and project management skills

• Ability to demonstrate and foster positive morale and strong work ethic