Head of Retention Operations

1 week ago


Kansas City, Missouri, United States 1st Fruits Consulting, Inc. Full time

Director of Student Retention Strategies

Fully Remote

Have you ever initiated a team from the ground up?

Are you skilled in nurturing your team members into future leaders?

When was the last time you implemented new protocols to enhance your team's productivity?

In this position, you will be the inaugural leader of this expanding team. Previously, a small group of three operated independently, but as the team is set to grow, it requires a visionary leader capable of strategic planning and collaboration with educational partners, training personnel, establishing performance metrics, and engaging daily with the entire Admissions Management team.

KEY RESPONSIBILITIES

  • Work alongside partner institutions to enhance student engagement and retention efforts.
  • Make informed decisions to execute a streamlined, student-centered retention strategy.
  • Maintain comprehensive knowledge of online programs and partner institution policies.
  • Oversee the execution of student retention initiatives, supervising and evaluating team performance.
  • Train Retention Specialists to ensure they provide effective support to students.
  • Ensure adherence to compliance guidelines and maintain confidentiality.
  • Act as a resource for the Full Service team and partner institutions.
  • Conduct quality assurance by reviewing interactions and providing constructive feedback.
  • Address escalated concerns from students or staff.

MANAGEMENT AND LEADERSHIP DUTIES

  • Conduct interviews, hire, and train new team members and leaders.
  • Oversee the daily functions of the retention team.
  • Provide timely and constructive performance evaluations.
  • Manage disciplinary actions and terminations in accordance with company policy.
  • Offer guidance and problem-solving support to team members.
  • Supervise staff by scheduling work, assessing performance, and recommending salary adjustments, promotions, transfers, or terminations.

QUALIFICATIONS

  • Extensive knowledge of higher education processes and policies.
  • Demonstrated experience in developing and implementing processes and training programs.
  • Proven track record of achieving results in a dynamic, deadline-oriented environment.
  • Commitment to exceptional customer service with a focus on continuous improvement.
  • Strong verbal and written communication skills.
  • Ability to inspire and motivate others.
  • Proficiency in managing various database systems.
  • Capability to train and support team members.
  • Strong analytical, quantitative, and reporting skills.

EDUCATION AND EXPERIENCE REQUIREMENTS

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

PREFERRED QUALIFICATIONS

  • Leadership experience in educational settings
  • Experience in Student Services
  • Background as a third-party resource


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