Lead, Front Office Enablement

Vertex Education • Chandler, AZ

5d

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, this role manages six coordinators: three Arizona Registrar Enablement Coordinators and three combined Registrar Enablement & Coverage Coordinators serving Nevada, Texas, and South Carolina. The Lead owns day-to-day training delivery, standards, quality assurance, internal audits, coverage, and process improvement.

Registrars report to campus leadership rather than to this team. The Lead and coordinators support them through expertise, standards, and service, partnering with principals, operations leaders, and network departments to act on findings and provide support. The initial scope is Registrar-focused, with potential to expand to other front office roles as the function develops.

The role oversees a shared framework for audit methodology, QA rubrics, onboarding, and scorecards while ensuring content reflects each state's requirements. It also leads the Registrar onboarding and certification program, audit and quality assurance programs, coverage and continuity planning, process improvement, and monthly reporting. The Lead builds relationships across the network and represents the Registrar perspective in planning conversations. Regular travel to campuses in the four states is required.

Requirements

• Bachelor's degree or equivalent combination of education and relevant experience.
• At least 4 years of experience in school enrollment, registrar, 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 do not directly report to the role.
• 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 by Registrar headcount and enrollment volume.
• Own shared audit, quality assurance, onboarding, and scorecard frameworks while ensuring state-specific content and coordinating network-wide fixes for recurring issues.
• 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 ahead of peak enrollment periods, state reporting windows, and policy or system changes.
• Ensure training materials reflect the requirements of Arizona, Texas, South Carolina, and Nevada.
• Own the Registrar audit program, including its calendar, sampling methodology, tools, and state-specific checklists for enrollment documentation, student records, withdrawals, and state reporting.
• Ensure campuses are audited on the approved cadence and conduct targeted checks ahead of 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 calibrate coordinator scoring.
• 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 when needed.
• Maintain a coverage roster and response standard so critical Registrar tasks are processed, with coverage provided within each state.
• Coordinate deployment of the separate Registrar on Assignment (TBD) with the Head, and assign backup coverage across Lisa, Andrea, and Sharon based on portfolio responsibilities, vacancies, deadlines, enrollment peaks, and campus impact.
• Maintain Texas, South Carolina, and Nevada coverage plans, including named backups, hands-on coordinator coverage, state continuity playbooks, and Lead handling of escalations and critical deadlines when a coordinator is out.
• Partner with campus leadership and HR on Registrar vacancies, from interim coverage through onboarding a new hire.
• Identify root causes of recurring issues found through audits, QA, and coverage work, including training gaps, unclear standards, system limitations, or process design.
• Maintain and improve Registrar SOPs, reference guides, and the knowledge base.
• Present data-supported process improvement opportunities to the Head of Ops Enablement & Transformation and own deployment and sustainment of initiatives affecting Registrar or front office work.
• 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 working relationships with principals, operations leaders, Enrollment, Student Information Systems, Finance, and HR.
• Represent the Registrar perspective in network planning conversations.

Benefits

• Industry-leading pay, rewards, referral bonuses, and unlimited flexible paid time off for performance.
• Comprehensive medical, dental, and vision benefits.
• 401(k) plan with a 6% employer match on contributions.
• Mentoring and money to take training classes.
• Support for physical, mental, emotional, and financial wellbeing.
• Welcoming, supportive, and inclusive work environment.

What This Job Offers

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