1. Team Build, Leadership, and Performance Management

• Work with the Director of Admissions to define staffing needs, role expectations, and hiring profiles for the re-enrollment team; lead recruiting, interviewing, and selection in partnership with People Operations.
• Own individual and team performance outcomes, monitoring key metrics and driving corrective action when targets are not met.
• Coach team members through regular one-on-ones, call reviews, pipeline audits, and performance conversations; identify skill gaps and build development plans.
• Ensure performance management practices comply with federal incentive compensation regulations and PKH policy

2. Strategy and Execution

• Analyze stop-out student populations by institution and segment to determine where outreach will have the greatest impact.
• Identify institution-specific requirements, constraints, and opportunities and how they affect outreach and handoff.
• Build and maintain relationships with institutional points of contact to support ongoing coordination.
• Maintain onboarding and training curricula for re-enrollment team members using those playbooks, including call guidance, objection handling, escalation paths, and system procedures.
• Design and own the outbound engagement strategy for the re-enrollment initiative, including channel mix, sequencing, cadence, and messaging across automated and non-automated outreach.
• Translate outbound strategy into daily, weekly, and term-based execution plans, including workload distribution, call queues, and outreach targets.
• Test, measure, and iterate on outreach approaches, messaging, and timing to improve contact, response, and re-engagement rates.
• Partner with Marketing on campaign planning and on institution-specific content for the initiative’s web presence and outreach materials.
• Establish and maintain a prioritization framework that directs team effort strategically and revisit it as results come in.
• Identify barriers to return for each population and incorporate them into outreach strategy and escalation paths.
• Recommend data fields, list criteria, and segmentation logic needed to support prioritization and reporting.

3. Cross-Functional Collaboration and Continuous Improvement

• Serve as Marketing’s primary operational partner, recognizing that the initiative’s success depends heavily on the effectiveness of its marketing, email, and text campaigns. Align on audience segmentation, messaging, campaign timing, and lead routing; share outreach performance and student feedback to continuously refine campaigns; and ensure team capacity is matched to campaign volume.
• Collaborate cross-functionally with Admissions, Operations, and Marketing to ensure a coordinated student experience from re-engagement through handoff to the institution.
• Identify operational improvements based on team feedback, student experience trends, and institutional processes, and advocate for solutions internally.

4. Systems, Data Integrity, Compliance, and Analytics/Reporting

• Partner with the Salesforce and data teams to ensure the CRM, list loads, and data exchange processes support outreach, prioritization, and institution-level reporting.
• Evaluate and recommend outbound tooling based on team needs and performance data.
• Ensure team compliance with FERPA, TCPA and communication consent requirements, institutional data security policies, and CRM data integrity standards.
• Establish consistent reporting cadence and format, and define requirements for dashboards and automated reporting.
• Monitor initiative performance using CRM data and reporting tools, translating results into coaching, operational, and strategic adjustments.
• Report on initiative progress both quantitatively (funnel metrics, volume, conversion, trend data) and qualitatively (student themes, barriers, institutional feedback, lessons learned).

Management Responsibilities

This position directly manages four Re-Enrollment Specialists and is responsible for their day-to-day direction, performance coaching, and operational oversight.

1. Education and Experience

• Bachelor’s degree required; Master’s degree preferred.
• 5+ years of experience in higher education admissions, enrollment management, re-enrollment/retention, or student recruitment, OR equivalent combination of education and experience.
• 2+ years of people leadership experience managing individual contributors in a metrics-driven, outbound, or contact-center environment.
• Preferred: Experience serving adult learners and “some college, no credential” or stop-out populations, ideally in an online setting.
• Preferred: Experience working across multiple institutions, a university system, or a multi-client/partner environment.

2. Knowledge, Skills, and Abilities

• Demonstrated ability to design and execute outbound engagement strategies across phone, text, and email, and to measure and optimize their results.
• Strong analytical skills with the ability to segment populations, set priorities from data, and translate insights into actionable coaching and operational strategies.
• Ability to communicate performance results clearly, both quantitatively and qualitatively.
• Demonstrated ability to recruit, coach, develop, and manage the performance of individual contributors.
• Knowledge of and experience with CRM platforms (Salesforce preferred) and dialer/communication tools.
• Knowledge of the challenges and needs specific to adult learners returning to higher education, including common barriers to re-enrollment.
• Knowledge of FERPA and familiarity with communication consent requirements.
• Strong relationship-building skills with the ability to represent PKH credibly with partner institutions.
• Ability to exercise discretion, professionalism, and good judgment and maintain confidentiality.
• Ability to work in a fast-paced, ambiguous, and rapidly evolving environment while balancing build-phase work with ongoing execution.