Risepoint

Compensation

Full Description

Job Description: • Leads a team of specialists who represent university partners and support students pursuing online Bachelors, Masters, and Doctoral degrees via multiple modalities – phone, email, and SMS. • Coach, train and monitor specialist success in a goal oriented, metrics driven environment. • Leads cross-team implementation of large-scale retention initiatives; evaluates program impact and drives continuous improvement. • Establishes, documents and communicates case management standards and workflows across teams; ensures scalability, consistency and quality outcomes with an emphasis on student experience. • Interprets department-level data to assess program effectiveness; uses expertise to report insights and make recommendations to senior leadership. • Oversees program portfolio across the department; makes operational decisions and aligns initiatives impacting organizational priorities. • Ensures key leadership tasks are tracked and completed promptly for employees (quarterly check-ins; time entry; security and compliance training; recurring 1:1s/feedback). Requirements: • Bachelor's Degree • At least 18 months as a Manager, Student Retention • Demonstrated skills in: Time Management, Customer Service, Conflict Resolution, Regulatory Compliance, Teamwork, Team Performance through Leadership, Change Management • Experience in a highly matrixed or call-center environment. • People leadership experience required. • 8 + years of work experience in customer service, teaching, healthcare, a call-center or highly matrixed environment. Higher Ed experience a plus. Familiarity with CRM, database and scheduling tools. Benefits: • Risepoint is an equal-opportunity employer and supports a diverse and inclusive workforce.