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Associate Director, Retention Services
Pearson
Orlando, FL, United States
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Description
Summary
The Associate Director of Retention Management is responsible for the hiring, management, coaching and development of a team of Retention Managers. They will provide strategic direction for their team members and for the programs that their team supports. The Associate Director, and their team is accountable for using data to both influence the Academic Partner and continually demonstrate the value of Student Services. They will also manage all the non-student facing elements that go into running an online program including managing a collaborative forecasting and budgeting process. The Associate Director of Retention Management will also work closely with the Associate Director of Student Coaching to ensure there is a flow of communication between the two groups. The two will work collaboratively to ensure student issues are resolved, forecasting is accurate and information flows seamlessly to and from the Academic Partner.
General Responsibilities
Responsibilities are applicable based on the position focus/channel
Specific duties and responsibilities include, but are not limited to, the following:
● Ensure team is continually analyzing program data to understand what is positively or negatively impacting student retention
● Strategize with your Retention Manager and Partnership Director on how best to use data to influence the Academic Partner
● Develop plans with the Retention Managers to ensure the value of Student Services is consistently visible to our Academic Partners
● Monitor Student Services communication methods to ensure the team is sharing data and responding in a very timely fashion to Coaches’ comments and questions
● Partner with the Student Coaching team to meet or exceed student retention program metrics every term
● Observe internal and external Cross Functional Team meetings with a goal of using the information for coaching and development of Retention Managers
● Participate in, as needed, on-site strategy meetings with the Academic Partner
● Ensure enrollment reconciliation is completed accurately and in a timely manner
● Participate in new program launches as needed, ensuring Student Services’ best practices are implemented
● Work with Retention Management and Student Coaching teams to ensure accurate budgeting and planning
● Hold Retention Managers accountable for working with Student Coaching to ensure accurate bi-weekly forecasting is maintained
● Work with the internal team to identify opportunities to improve on student experience and outcomes and strategize with Retention Managers on how to drive change
● Monitor current and forecasted staffing ratios to ensure the right staffing levels are maintained
● Work with other key functional departments to strategize and improve results
● Other duties as assigned
Qualifications
• General Qualifications
• 4-year degree from an accredited institution OR appropriate combination of experience and education
• Minimum of 5 years in previous Higher Education Administration or Student Services work experience highly desired
• Minimum of 3 years’ experience in people management
• Proven ability to think strategically
• Proven ability to think strategically
• Ability to work effectively across teams
• Demonstrated ability to get buy in and influence change
• Excellent oral and written communication
• Work effectively in a very fast paced changing environment
• Innovative
• Professional oral, written and communication skills for effective contact and presentation with stakeholders
• Strong analytical skills, with a track record of developing actionable recommendations from quantitative data
• Great attention to detail, excellent organizational & project management skills
• The ability to multi-task, and work well under pressure with tight timelines
• Must be able to perform non-local travel up to 20%
Supervisory Responsibilities
● Responsible for a team of 5-10 Retention Managers