Associate Director of Retention

Fully Remote

Have you ever started a team?

Do you know how to develop the people who report to you into leaders?

When was the last time you created new procedures to make your team more efficient?

In this role, you'll be the first to manage this team. There has been a small group of three working independently, but the team is about to double and needs a leader who can strategically plan and collaborate with university partners, train the staff, establish quality metrics, and work daily with the entire Admissions Management team.

THE RESPONSIBILITIES

• Collaborate with partner campuses to optimize student engagement and retention.
• Make strategic decisions to implement an efficient student-focused retention strategy.
• Maintain in-depth knowledge of online programs and partner school policies.
• Oversee student retention plans, supervising and monitoring team performance.
• Train Retention Specialists to ensure they can effectively support students.
• Ensure staff follows compliance guidelines and exercises discretion.
• Serve as a resource for the Full Service team and partner schools.
• Conduct quality assurance by reviewing phone calls and providing feedback.
• Address escalated student or staff concerns.

MANAGEMENT/LEADERSHIP RESPONSIBILITIES

• Interview, hire, and train new staff and leaders.
• Oversee daily operations of the retention team.
• Provide constructive and timely performance evaluations.
• Manage discipline and termination of employees following company policy.
• Offer guidance and problem-solving support to staff.
• Supervise staff by scheduling work, reviewing performance, and recommending salary changes, promotions, transfers, or terminations.

THE REQUIREMENTS

• In-depth knowledge of higher education processes and policies.
• Proven experience in building and executing processes and training.
• Track record of achieving results in a fast-paced, deadline-driven environment.
• Commitment to customer service with a focus on continuous improvement.
• Effective verbal and written communication skills.
• Strong ability to motivate others.
• Proficiency in managing multiple database systems.
• Ability to train and support staff members.
• Strong quantitative, analytical, and reporting skills.

EDUCATION, EXPERIENCE, LICENSES OR CERTIFICATIONS

• Bachelor's Degree
• 8+ years of student support in a higher education environment
• 2+ years management experience

PREFERRED QUALIFICATIONS

• Leadership experience in education
• Student Services experience
• Experience as a third party resource