Risepoint

Senior Manager, Student Retention

Risepoint

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer ServiceConflict ResolutionRegulatory ComplianceTime ManagementChange ManagementTeam PerformanceData AnalysisProgram EvaluationCase ManagementOperational Decision Making
Soft Skills
LeadershipCoachingTrainingCommunicationTeamworkMetrics DrivenGoal OrientedContinuous ImprovementOrganizational SkillsInterpersonal Skills
Certifications
Bachelor's Degree