Job Description:
Blackboard’s Student Lifecycle Services Team is looking for a senior-level enrollment management leader to join our team. We’re focused on helping our clients navigate confidently through this time of change in education by solving the big challenges facing their institutions and delivering on their vision of success.
To be successful in this position, the Sr. Director must possess a deep understanding of the market trends impacting client success. This individual will have responsibility for providing service and product direction for items related to the enrollment business, including identifying new products or services, optimizing CRM and dialer technology to support Enrollment Services, reporting and analytics oversight, and developing implementation guidelines for new Enrollment clients. This person must have a fluid and complete understanding of the student lifecycle, enrollment funnel, necessary communication touch points, pacing, call calibration practices, advisor training techniques, and quality assurance. This position must work collaboratively with other management staff including Enrollment Center Operations to ensure quality delivery of all enrollment content and communication.
This person will play a central role in overseeing the operational onboarding of new enrollment clients, strategically managing technical/system enhancements including CRM implementation and marketing automation, enrollment reporting and analysis, and serving as the subject matter expert on enrollment best practices. This person will manage a team of enrollment and technical specialists, providing daily direction, oversight, career coaching and development. S/he will need to be a self-starter who is able to work autonomously as well as collaboratively across various groups. Strong presentation skills and polish are critical to the success of this role.
Position Requirements
Responsibilities
The Enrollment Sr Director plays an integral role in the success of the division. Specifically s/he will be responsible for:
Oversee and manage the Enrollment Management function within Blackboard Student Services with responsibility for sales growth, expense management, vendor management, successful project delivery, client satisfaction, and product innovation.
Serve as a senior-level expert with in-depth knowledge of the enrollment services offered and benefits to education market.
Oversee team/functional budget along with resource allocation and vendor oversight.
Manage a team of up to 5 individuals responsible for project implementation and execution.
Identify new business opportunities with current clients to expand product offerings.
Develop and nurture a unique value proposition for Blackboard Enrollment Services for the Higher Education market.
Support product management and marketing by contributing to roadmaps for enrollment services.
Establish and implement Customer Relations Management (CRM) strategies related to achieving the goals for each client in enrollment services with particular focus on SalesForce.com.
Interface with technical vendors and groups such as Product Development on system requirements, processes, and specifications.
Provide business analysis to identify risks and opportunities for enrollment clients related to leads, conversion rates, application yield rates, and stop-out reasons.
Identify enrollment strategies for improving client satisfaction and performance.
Identify and track reporting metrics and KPIs to ensure effectiveness of service and disseminate best practices across clients.
Conduct quarterly performance reviews for clients and act as a senior-level client point of contact at all times.
Develop requirements for and oversee the implementation of standard enrollment solutions reporting.
Professional Qualifications
Bachelor's degree required. Advanced degree preferred.
Minimum of 8 years experience in Higher Education sector required. Prior experience as Enrollment or Admissions Director within the Higher Education highly preferred.
3 to 5 years of management experience required.
Call center or related experience required.
Fluency and understanding of CRM capabilities, particularly with Hobsons Radius, SalesForce.com, and TargetX.
Strong analytical skills with a proven record of strategic data-driven process improvements.
Excellent customer service and client-facing skills.
Problem solving and critical thinking skills are a must.
Superior communication and presentation skills, both written and oral.
Independent, self-starter with strong prioritization, project management and coordination skills; and ability to excel in a fluid, cross-functional team environment.
Ability to travel up to 40% of the time making trips to client locations, Blackboard offices and enrollment center locations in Kentucky, Texas, North Carolina and Phoenix.
Effective oral and written communication skills along with the ability to work with employees of diverse cultural and economic backgrounds.
Demonstrated analytical and organizational skills.
Ability to consistently perform under the pressure of deadlines and other administrative demands.
Ability to thrive in a fast-paced, results-oriented, collaborative, flexible environment.
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