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Retention Operations Specialist

4 weeks ago

Orlando, Florida, United States Boundless Learning Full time
Retention Operations Specialist

This is an exciting opportunity to join the team at Boundless Learning, a leading online learning company. As a Retention Operations Specialist, you will play a key role in supporting the delivery of student services for our online programs. Your responsibilities will include analyzing program data to understand what is positively or negatively impacting student retention, creating and maintaining standard operating processes for retention analysis, and managing rosters for Academic Partners within Salesforce. You will also be responsible for operationalizing consistent processes across the portfolio of partners within the retention and student services, sending mass texts and emails on behalf of programs, and managing the automation of messaging from the CRM to students. Additionally, you will create and deploy webinars for partners and students as requested, reconcile student enrollment numbers in a timely fashion, and follow all process and timeline expectations for data entry and data management in the student database. You will also support data report creation and maintenance, collaborate with internal and external curriculum stakeholders to obtain the necessary approvals and confirmations, and work with Coaching Services to ensure accurate biweekly forecasting is maintained. If you have a strong attention to detail, excellent organizational skills, and the ability to work effectively in a fast-paced changing environment, we encourage you to apply for this role.

Key Qualifications:
  • 4-year degree from an accredited institution OR appropriate combination of experience and education
  • Minimum of 3 years in previous Higher Education Administration or Student Services work experience highly desired
  • Ability to work effectively across teams
  • Good oral and written communication
  • Work effectively in a fast-paced changing environment
  • Great attention to detail, strong organizational skills
  • Prior experience working with a CRM or database system preferred but not required
  • The ability to multi-task, and work well under pressure with tight timelines
  • Can-do, proactive, problem-solving disposition

Boundless Competencies:
  • Organizationally agile provides context for change to empower others to understand their roles and adapt quickly. Captures and applies lessons learned so that capabilities are quickly and continuously improved
  • Influences without authority in working with other parts of Boundless, is open to developing cross functional processes to achieve shared outcomes. Applies different strategies to convince others to change their opinion or plan and wins support from others for ideas
  • Prioritizes and makes effective decisions. Uses internal and external sources of information to determine costs and benefits of potential actions aligned to organizational goals, prioritizing the most appropriate one. Presents clear, evidence-based rationale for decisions taken and solutions proposed
  • Builds relationships, creates, and maintains relationships, internally and externally, to increase simplicity, efficiency, and shared success. Proactively supports other functions to create commercially practical and innovative solutions
  • Outcomes oriented and continuously assesses and tracks against delivery of outcomes - refining approach as required and sharing learnings. Has an in-depth understanding of stakeholder (learner / customer) requirements, including learners and customers, and works in partnership with them to identify desired outcomes
  • Focuses on continuous improvement and challenges the status quo where opportunities for improvement are identified
  • Develops ideas for improvements into actionable proposals, demonstrating why and how suggestions result in improvements. Executes and follows through improvement initiatives and continuously changes every aspect of our business for the better
  • Evidence informed and Translates evidence into actionable insights that lead to improvements. Assesses and selects most appropriate methods, tools, and data sources to collect the required evidence that enables decision making
  • Commercially aware and interprets internal/external business challenges and creates commercially practical and innovative improvements to products and services in response. Develops a comprehensive understanding of the competitive landscape to inform operational decision making, create new business and (take advantage of opportunities to) reduce costs or generate growth
  • Digitally focused and uses insights into digital trends and patterns to inform decision making and to develop profitable products and services. Focuses on providing a more sophisticated, agile, and effective learner experience through digital technology
  • Driven by Customer and Learner Requirements Makes balanced operational decisions with profitability and customer/learner outcomes in mind. Takes personal accountability for ensuring that customer and learner insights are used to deliver market leading products and experiences at every touch point