Senior Manager for Enrollment Services, Continuing and Professional Education

Employer
The New School
Location
New York City, New York
Salary
Competitive
Posted Date
Jun 28, 2022

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Position Type
Administrative, Academic Affairs, Academic Administration
Employment Type
Full Time
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Since our founding in 1919, The New School has pushed the boundaries of knowledge and creativity. Today, we are a comprehensive university with a unique multi-dimensional academic approach designed to foster deep critical thinking and creative problem solving, enabling students to actualize their potential and their vision. In addition to more than 130 programs for degree-seeking undergraduate and graduate students, the university offers continuing education programs for adults, pre-college, and school-age children through Continuing and Professional Education. Part of the mission of the university Marketing & Communication department (M&C) is elevating visibility of these groundbreaking programs, expanding access while helping the university achieve its enrollment and revenue goals.
 

Reporting to the Senior Director of Continuing and Professional Education Marketing, the Senior Manager, Enrollment Services, Continuing and Professional Education stewards outreach and engagement activities in support of enrollment targets and revenue goals for continuing, professional, and pre-college education. Ushering prospective students from the point of inquiry to conversion, the Senior Manager will lead with high quality and personalized service, interacting with a variety of audiences (youth, their parents, adult learners, educators) on a wide array of programs, engaging prospects across channels and platforms in a timely manner and comprehensively tracking activity to facilitate successful matriculation or registration.
 

Demonstrating excellent interpersonal, communication, analytical, leadership and organizational skills, and functioning as the primary point of contact for university partners also serving CPE populations, the ideal candidate has the capacity to meet the demands of a large, urban institution, and the energy to match The New School’s spirit of creativity, innovation, and engagement.

 

The New School is strongly committed to diversity and inclusion in the workplace and particularly seeks applications from members of underrepresented groups, as well as candidates who share this commitment. 

 

RESPONSIBILITIES

  • Contribute to the development of the strategic and tactical marketing and recruitment plan, in collaboration with the marketing team.
  • Monitor pipeline performance at the program level to drive strategy and progress towards enrollment goals.
  • Collaborate closely with CPE operations, program directors, coordinators and student advising colleagues to ensure accurate representation of the portfolio.
  • Provide informational materials and counseling services for prospective students, helping them choose a program that fits each student’s personal and career goals.
  • Assist students through all aspects of the enrollment process and facilitate their onboarding through routine communications.
  • Execute administrative tasks such as waitlist management, course cancellation/rescheduling, prerequisite screening, and facilitating of bundled (multiple course) enrollments. 
  • Manage virtual and on-campus CPE “welcome center”, with active involvement and supervision of the Coordinator, Enrollment Services and staff handling walk-in, phone and email inquiries. Set and monitor customer service standards for both in-house staff and external vendor partner(s).
  • Maintain telephone and electronic contact and initiate correspondence with prospective students, including appropriate and consistent follow-up, in coordination with external vendor partner(s) for contracted programs. Leverage internal and vendor partner(s) CRM systems to maintain accurate records of prospective students’ interactions.
  • Provide external vendor partner(s) responsible with accurate and timely information regarding registration dates, program content, and relevant university-wide updates. Optimize workflows between external vendor partner(s) and internal staff for handling standard inquiries and escalations.
  • Monitor external vendor partner(s) call center and chat activity. 
  • Participate in recruitment events and travel, representing CPE at undergraduate, graduate and career fairs, conferences, and alumni events; organize, produce and conduct open houses, webinars, and information sessions for prospective students, presenting and/or arranging for appropriate presenters or facilitators.
  • Serve as main point of contact for liaising frontline services with Student Contact Center, Admissions, and the Registrar’s office. 
  • Develop and maintain a network of school and education counselor contacts.
  • Perform other duties and responsibilities as assigned. 

Minimum Qualifications

  • Bachelor’s degree and three to five years of experience in higher education admissions, recruitment, and marketing. 
  • At least one year in a supervisory capacity.
  • Superior relationship building skills with the ability to connect with students and colleagues; must be able to work in a collaborative, team-oriented environment.
  • Excellent interpersonal skills including a dynamic phone presence.
  • Excellent PC skills and proficiency in Google Suite, Internet applications, database software, CRM and student information systems. Strong excel skills.
  • Self-starter with excellent organizational skills and the ability to prioritize and adapt to a changing and dynamic environment.
  • Availability to travel and work on evenings and weekends. 
  • Appreciation for arts, culture and higher learning
  • Ability to adhere to University COVID-19 Policy 

Preferred Qualifications

 

  • Call center, customer service, and/or consultative sales experience a plus.
  • Experience with Salesforce CRM

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