Re-enrollment Manager

Project Kitty Hawk•North Carolina, NC

4d•$85,000 - $87,000

About The Position

The Re-Enrollment Manager is the operational leader of Project Kitty Hawk’s re-enrollment initiatives, which re-engage students who have stopped out of partner institutions and help put them on a path back to enrollment. The manager defines outbound engagement strategy, maintains documented playbooks for partners, and hires, trains, and leads the team responsible for executing the strategy. The role is accountable for team performance and focuses heavily on using data to prioritize student populations, monitoring and coaching individual performance, and reporting progress qualitatively and quantitatively. The manager directly leads four Re-Enrollment Specialists and oversees their day-to-day direction, performance coaching, and operations. The role works with institutional partners and internal teams, including Admissions, Operations, Marketing, Salesforce, and data teams, to coordinate outreach, improve the student experience, maintain data integrity, and support institution-level reporting. The position reports to the Director of Admissions.

Requirements

Bachelor’s degree required.
At least 5 years of experience in higher education admissions, enrollment management, re-enrollment or retention, or student recruitment, or an equivalent combination of education and experience.
At least 2 years of people leadership experience managing individual contributors in a metrics-driven, outbound, or contact-center environment.
Ability to design and execute outbound engagement strategies across phone, text, and email and measure and optimize their results.
Strong analytical skills, including the ability to segment populations, set data-based priorities, and translate insights into actionable coaching and operational strategies.
Ability to communicate performance results clearly, both quantitatively and qualitatively.
Demonstrated ability to recruit, coach, develop, and manage individual-contributor performance.
Knowledge of and experience with CRM platforms; Salesforce is preferred.
Knowledge of dialer and communication tools.
Knowledge of the challenges and needs of adult learners returning to higher education, including common barriers to re-enrollment.
Knowledge of FERPA and familiarity with communication consent requirements.
Strong relationship-building skills and ability to represent Project Kitty Hawk credibly with partner institutions.
Ability to exercise discretion, professionalism, and good judgment and maintain confidentiality.
Ability to work in a fast-paced, ambiguous, rapidly evolving environment while balancing build-phase work with ongoing execution.

Nice To Haves

Master’s degree.
Experience serving adult learners and “some college, no credential” or stop-out populations, ideally in an online setting.
Experience working across multiple institutions, a university system, or a multi-client or partner environment.

Responsibilities

Work with the Director of Admissions to define staffing needs, role expectations, and hiring profiles; lead recruiting, interviewing, and selection in partnership with People Operations.
Own individual and team performance outcomes, monitor key metrics, and drive corrective action when targets are not met.
Coach team members through one-on-ones, call reviews, pipeline audits, and performance conversations; identify skill gaps and build development plans.
Ensure performance management practices comply with federal incentive compensation regulations and company policy.
Analyze stop-out student populations by institution and segment to identify where outreach may have the greatest impact.
Identify institution-specific requirements, constraints, and opportunities and build relationships with institutional contacts to support coordination.
Maintain onboarding and training curricula and partner playbooks covering call guidance, objection handling, escalation paths, and system procedures.
Design and own outbound engagement strategy, including channel mix, sequencing, cadence, and messaging across automated and non-automated outreach.
Translate strategy into daily, weekly, and term-based execution plans, including workload distribution, call queues, and outreach targets.
Test, measure, and iterate on outreach approaches, messaging, and timing to improve contact, response, and re-engagement rates.
Partner with Marketing on campaign planning and institution-specific content for web presence and outreach materials.
Establish and maintain a prioritization framework, identify barriers to return, and recommend data fields, list criteria, and segmentation logic.
Align with Marketing on audience segmentation, messaging, campaign timing, lead routing, performance feedback, and team capacity.
Collaborate with Admissions, Operations, and Marketing to coordinate the student experience from re-engagement through handoff to the institution.
Identify operational improvements based on team feedback, student experience trends, and institutional processes, and advocate for solutions.
Partner with Salesforce and data teams to ensure CRM, list-load, and data-exchange processes support outreach, prioritization, and institution-level reporting.
Evaluate and recommend outbound tools based on team needs and performance data.
Ensure compliance with FERPA, TCPA and communication consent requirements, institutional data security policies, and CRM data integrity standards.
Establish reporting cadence and formats and define requirements for dashboards and automated reporting.
Monitor initiative performance using CRM data and reporting tools and translate results into coaching, operational, and strategic adjustments.
Report initiative progress quantitatively and qualitatively, including funnel metrics, volume, conversion, trends, student themes, barriers, institutional feedback, and lessons learned.
Directly manage four Re-Enrollment Specialists, providing day-to-day direction, performance coaching, and operational oversight.