Director of Retention
About The Position
The Director of Retention (DOR) is a full-time, exempt position reporting to the Senior Director of Retention for College of Adult and Graduate Studies (CAGS). This position leads a team of Student Service Advisors within the context of CCU’s mission, vision, policies, and procedures. The DOR position focuses on meeting established retention and persistence goals through performance management practices, directing customer service relations, and strategic problem solving with complex student situations. The Director of Retention will lead a team to increase student retention helping them to complete their degree and live out their God given calling.
Requirements
- A bachelor's degree from an accredited college/university, Master's degree preferred. Professionals with education and/or experience commensurate with the duties described will also be considered.
- Three to five years of progressive responsibility as a leader and/or manager related to customer service and performance managing a team to achieve goals. Other relevant leadership experience may also be considered.
- Effective oral, interpersonal, and written communication skills.
- Exceptional customer service, problem solving, decision making, and creative thinking skills in a fast-paced environment are greatly desired.
- Demonstrates self-confidence, patience, empathy, and availability when building rapport with constituents.
- Understands and adapts quickly to multi-generational needs and characteristics.
- Creative, out-of-the-box thinking who takes initiative to find solutions while clarifying and enforcing CCU’s expectations and policies.
- Flexibility, are adaptive to change, teachable; actively locates appropriate resources to assist with unfamiliar situation and is comfortable asking questions and recognizes and learns from mistakes.
Responsibilities
- Primary focus is to track, monitor, and document performance of assigned SSAs by analyzing SSA activity, credit hour production and retention goals, and continuing student experiences
- Supports and encourages advisors to effectively address complex student situations
- Troubleshoots and de-escalates elevated student situations
- Leads regular team meetings to cast vision and clarify departmental goals and key areas of focus
- Leverages data and reporting in Salesforce as a key tool for performance management
- Conducts monthly reviews of advisor/students interactions, including phone calls, emails, and other tasks in relation to the OSS Advising with Purpose (AWP) program
- Promotes positive team culture by fostering spiritual development of team members and creates healthy and professional working relationship amongst team members
- Collaborates extensively with other Director of Retention to ensure consistent application of department goals and communication
- Collaborates with Training and Development Specialist to identify key training and development needs
- Perform other duties as assigned.
Benefits
- tuition waiver program
- excellent healthcare
- generous paid time off
- matching 403(b) retirement plan
- additional organizational paid benefits and voluntary benefit offerings
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What This Job Offers
Job Type
Full-time
Career Level
Director
