Director, Enrollment Performance & Customer Service

Learning Care Group • Novi, MI

17h • $170 - $195

About The Position

The Director of Enrollment Performance & Customer Service is accountable for
maximizing lead conversion, tour bookings, and enrollment outcomes across LCG’s
third-party enrollment center and internal customer service functions. This role
owns the commercial performance of the enrollment call center, ensuring
prospective families receive a compelling, consultative sales experience that
drives tours and accelerates enrollment decisions.

The Director serves as the strategic leader and performance architect of the
enrollment center, holding third-party vendor partner accountable for revenue
outcomes, service levels, and brand representation. This role leverages data,
technology, and operational rigor to optimize conversion performance while
ensuring every family interaction reflects LCG’s standards of care and quality.

Requirements

• Proven leader of high-volume, performance-driven sales call centers.
• Demonstrated success managing third-party vendor relationships with clear commercial accountability.
• Deep understanding of lead conversion metrics, pipeline management, and revenue forecasting.
• Strong analytical capability; able to translate data into operational strategy.
• Experience implementing CRM and contact center technology solutions.
• Ability to influence field operators and cross-functional stakeholders.
• Builds performance cultures grounded in accountability, coaching, and measurable outcomes.
• Serve as leader and main point of contact for LCG customer service team and enrollment center vendor(s),
• Bachelor’s Degree required, preferably in area related to customer service, business, or communication.
• 10+ years of relevant experience required with 5+ years of management/ supervisory experience.
• Ability to develop long-term strategies that align with business objectives and enhance customer satisfaction.
• Aptitude for resolving complex customer issues and implementing solutions efficiently.
• Excellent customer service skills with a focus on understanding and meeting customer needs and expectations.
• Strong verbal and written communication skills to effectively interact with customers, staff, and stakeholders.
• Ability to process information quickly and make decisions, often without complete information.
• Capable of working with frequent interruptions and changing priorities.
• Proficient time management, organizational skills and ability to meet established deadlines.
• Comfortable working in an ambiguous environment

Responsibilities

• Own performance of enrollment center impacting more than 2/3 of total lead volume.
• Drive measurable improvements in contact rate, appointment set rate, show rate, enrollment yield, and speed-to-contact.
• Develop and implement sales strategies that increase tour bookings and improve lead-to-enrollment conversion.
• Align call center incentives and performance metrics with revenue objectives.
• Serve as executive owner of third-party enrollment center vendor(s).
• Establish and enforce SLAs, KPIs, and quality standards.
• Conduct weekly and monthly business reviews focused on performance, forecasting, and continuous improvement.
• Optimize staffing models, forecasting accuracy, and cost efficiency.
• Ensure vendor agents function as an extension of LCG, consistently representing the brand and school-level experience.
• Develop consultative sales scripts, call flows, objection-handling frameworks, and quality standards.
• Ensure enrollment center messaging aligns with school value proposition and market positioning.
• Implement structured coaching and QA processes to elevate selling capability.
• Create scalable onboarding and training programs to reduce ramp time and improve sales effectiveness.
• Partner with marketing and IT to optimize CRM workflows, lead routing, automation, and dialer strategy.
• Leverage best-in-class contact center technology while designing practical workarounds where needed to enhance agent effectiveness.
• Utilize analytics dashboards to monitor real-time performance and identify friction points.
• Integrate and optimize school level call flow to further localize selling.
• Drive continuous process improvement initiatives.
• Lead internal customer service team supporting active families.
• Implement service standards and retention-focused engagement strategies.
• Ensure timely resolution of escalations and complaints.
• Identify trends impacting retention and collaborate with field leadership on corrective actions.

Benefits

• Employees are eligible for a variety of health and welfare benefits based on their Full-time or Part-time status on their date of hire, which include medical, dental, vision, healthcare & dependent care flexible spending accounts (FSAs), life insurance, disability, accident, critical illness, hospital indemnity, pre-paid legal, pet insurance and identity theft protection.
• Employees are eligible to participate in our 401(k) retirement plan after 30 days of employment. Participating employees are also eligible to receive a company provided match on their elective deferrals once they reach 1 year of employment with the company.
• Education assistance including tuition reimbursement
• Childcare discount available to all employees
• Corporate partner Discounts
• This position is eligible for paid time off. All Corporate employees are enrolled in our Flexible Paid Time Off (PTO) plan. This plan allows for flexibility and discretion between employees and managers in taking time off - with no set accrual for vacation or sick time. Employees can use Flexible PTO for any reason and is compliant with the Colorado Healthy Families Work Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Director