Lead, Front Office Enablement

Vertex Education•Chandler, AZ

About The Position

Vertex Education is seeking a Lead, Front Office Enablement to lead the team supporting campus Registrars across Arizona, Texas, South Carolina, and Nevada. Reporting to the Head of Ops Enablement & Transformation, the Lead manages six coordinators and owns day-to-day delivery of training, standards, quality assurance, internal audits, coverage, and process improvement. Registrars report to campus leadership rather than this team, so the Lead builds influence through expertise, standards, and service while partnering with principals, operations leaders, and network departments to ensure findings are addressed and Registrars receive support. The initial focus is Registrars, with potential to expand to other front office roles as the function matures. The Lead coaches and evaluates coordinators, maintains state-based assignments and a consistent cross-state framework, and manages the team's operating rhythm, travel, scheduling, and workload. The role oversees Registrar onboarding and ongoing training, state-specific audit and quality assurance programs, coverage and continuity planning, process improvement, and monthly reporting. The Lead also maintains working relationships with campus and network stakeholders and represents the Registrar perspective in network planning.

Requirements

Bachelor's degree or equivalent combination of education and relevant experience.
At least 4 years of experience in school enrollment, Registrar work, student records, or a closely related operations function, including multi-site or district-level experience.
At least 2 years of experience leading a team, including hiring, coaching, and evaluating staff.
Experience designing or running a training, audit, compliance, or quality assurance program.
Strong working knowledge of a student information system, such as PowerSchool, and student data privacy requirements.
Ability to deliver difficult feedback constructively and build trust with staff who are not direct reports.
Strong analytical skills, including tracking metrics in Google Sheets or Excel and presenting findings to leaders.
Ability to travel regularly to campuses in Arizona, Texas, South Carolina, and Nevada.

Nice To Haves

Experience with state enrollment and reporting requirements in one or more of Arizona, Texas, South Carolina, or Nevada.
Experience in a charter school network or multi-state education organization.
Background in process improvement or process documentation, such as SOPs and workflow mapping.
Experience building training content in an LMS or digital format.
Familiarity with project management and collaboration tools such as Asana and Google Workspace.

Responsibilities

Coach, develop, and evaluate six coordinators; set goals, maintain written scorecards, and lead hiring for future openings.
Maintain state-based coordinator assignments and balance Arizona campus portfolios based on Registrar headcount and enrollment volume.
Own shared audit, quality assurance, onboarding, and scorecard frameworks while ensuring content reflects each state's requirements.
Identify recurring cross-state issues and coordinate network-wide solutions.
Lead the team's operating rhythm, including weekly meetings, state reviews, audit and QA calibration sessions, and monthly scorecard reviews with the Head of Ops Enablement & Transformation.
Manage team travel, scheduling, and workload to meet coverage and audit commitments across four states.
Own the Registrar onboarding program and certification path, ensuring new Registrars complete standardized training within their first 30 days.
Oversee ongoing training, including refreshers before peak enrollment periods and state reporting windows, and training related to policy or system changes.
Maintain training materials that reflect state-specific requirements for Arizona, Texas, South Carolina, and Nevada.
Own the Registrar audit program, including the audit calendar, sampling methodology, tools, and state-specific checklists.
Ensure campuses are audited on the approved cadence, with targeted checks before state reporting and funding-count deadlines.
Deliver audit results and corrective actions to campus leadership, track resolution, and escalate unresolved critical findings to the Head of Ops Enablement & Transformation.
Monitor state and federal requirements affecting Registrar work, including FERPA, and translate changes into updated standards and training.
Maintain the QA rubric and review process for high-volume Registrar transactions, track error rates, and lead scoring calibration.
Use QA data to target coaching to specific Registrars and campuses.
Own Registrar coverage protocols for absences, leaves, vacancies, and peak-volume periods, including remote coverage and campus visits where needed.
Maintain coverage rosters and response standards, coordinate deployment of the separate Registrar on Assignment, and assign backup coverage across team members.
Maintain continuity plans for Texas, South Carolina, and Nevada, including named backups, state playbooks, hands-on coordinator coverage, and escalation handling.
Partner with campus leadership and HR on Registrar vacancies, from interim coverage through onboarding new hires.
Identify root causes of recurring audit, QA, and coverage issues; maintain and improve SOPs, reference guides, and the knowledge base.
Present process improvement opportunities with supporting data and serve as deployment and sustainment owner for relevant transformation initiatives.
Gather Registrar and campus leader feedback regularly and use it to improve the support model.
Produce a monthly Front Office Enablement scorecard covering audit compliance, error rates, coverage fill, time-to-proficiency, and satisfaction.
Build relationships with principals, operations leaders, Enrollment, Student Information Systems, Finance, and HR, and represent the Registrar perspective in network planning.