Recruiting & Student Services Specialist - Online Education Unit - Office of the Provost

Carnegie Mellon University•Pittsburgh, PA

6d•Hybrid

About The Position

The Online Education Unit at Carnegie Mellon University offers a unique opportunity to be part of an internal “start-up” dedicated to the successful launch and delivery of online graduate degree programs, certificates and professional education. This unit provides marketing, recruiting and student support services to schools across the university with ultimate responsibility for student enrollment and retention. As such, we are seeking an individual who can think strategically about launching and maintaining program enrollment while simultaneously rolling up their sleeves to get it done. As a Recruiting & Student Services Specialist for CMU Online, you will be responsible for managing a robust pipeline of prospective students from initial inquiry through application and matriculation. As the program expert, your primary focus will be communicating with prospective students to ensure they have the information needed to submit an application and matriculate into the programs. Success in this role is measured by your ability to consistently meet or exceed enrollment metrics while representing Carnegie Mellon University with professionalism and integrity. In addition, you will effectively use our CRM (Slate) to maintain accurate, up-to-date records and monitor pipeline status, enabling strategic outreach and follow-up. You will be responsible for preparing applications for review, supporting events and acting as the primary point of contact for students through matriculation. This position requires strong organizational skills, sound judgment, and a student-first mindset to balance high-volume communication and persistent engagement with the university’s brand reputation. By proactively managing the admissions funnel and collaborating with internal teams on recruiting and onboarding efforts, you will play a vital role in growing CMU’s innovative online graduate certificate offerings.

Requirements

High level of comfort contacting prospective students through a variety of mediums to discuss and promote assigned programs.
Ability to effectively manage a high daily volume of incoming and outgoing communications, promptly following up with new inquiries and maintaining consistent contact with applicants throughout the enrollment pipeline.
Tenacity coupled with good judgment on frequency and tone of recruiting outreach activities.
Ability to balance a drive to meet enrollment goals with the brand/reputation of the university, school and program.
Technical proficiency to maintain accurate and complete student records and effectively use reports and queries to monitor pipeline progress and inform outreach.
Exceptional communication and customer service skills; a student-first mentality and an ability to represent CMU, the schools, programs and unit at a professional level at all times.
Ability to work independently and collaborate effectively in a remote environment, where clear and timely communication is critical to staying aligned and keeping work moving forward. This includes regularly monitoring and responding to emails, messages, and assigned tasks, while demonstrating reliability, accountability, and responsiveness to support strong team collaboration.
Strong critical thinking and problem solving skills; a bias towards action, even when faced with uncertainty and resistance.
3-5 years of related experience in admission/enrollment required.
Bachelor’s Degree.
Successful pre-employment background check
Applicants for this position must be currently legally authorized to work for CMU in the United States. CMU will not sponsor or take over the sponsorship of an employment visa for this opportunity.
CMU is not a qualifying employer for the STEM OPT benefit: only the 12-month OPT may be used to work at Carnegie Mellon.

Nice To Haves

Master’s degree preferred.
A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered.

Responsibilities

Communication & Relationship Building - serve as a primary point of contact for prospective students, delivering clear, timely, and accurate information about CMU’s online graduate certificate programs.
Build and maintain productive relationships with applicants by understanding individual goals, responding appropriately to inquiries, and providing guidance that supports informed decision-making.
Effectively communicate program value, admissions requirements, and next steps through email, phone, and virtual engagement with clarity and accuracy.
Produce clear, accurate, and well-structured written communications that are free of errors, consistent with program policies, and tailored to applicant needs.
Represents Carnegie Mellon University in a manner that reflects its brand, academic rigor and values.
Program Expertise - understand and communicate knowledgeably about the entire portfolio of programs.
For all programs, maintain a working knowledge of key features, curriculum, and admission requirements to guide prospective students toward the program that best aligns with their goals and background.
For assigned programs, be the subject matter expert with mastery of the items above and be prepared to present this information to prospective students and other stakeholders.
Enrollment & Pipeline Management - meets or exceeds enrollment goals by driving prospective student progress from initial inquiry through application and matriculation.
Consistently meets or exceeds enrollment metrics for assigned programs including application, enrollment and matriculation rates, as well as total matriculation.
Maintains a strong command on inquiry and application status - knows who is in their pipeline and where they are in the process at any given time.
Ensures clear and current visibility of lead status using our CRM (Slate) Proactively takes action to move inquiries through the funnel through both standard and customized communication, determining the cadence, method and messaging Applies sound judgement to balance persistence and volume to align with the CMU brand
Application Management - manage the application process including the timely review of application materials and applicant follow up to ensure the file is ready for faculty consideration.
Event Support - support the delivery of recruiting and onboarding events for assigned programs.
Conduct webinars and collaborate with the academic unit for content and alignment.
Matriculated Student Services - Provide student services activities including proactively communicating relevant information and responding to student questions in a timely manner.
Identify potential areas of concern that might preclude continued matriculation.

Benefits

Joining the CMU team opens the door to an array of exceptional benefits.
Benefits eligible employees enjoy a wide array of benefits including comprehensive medical, prescription, dental, and vision insurance as well as a generous retirement savings program with employer contributions.
Unlock your potential with tuition benefits, take well-deserved breaks with ample paid time off and observed holidays, and rest easy with life and accidental death and disability insurance.
Additional perks include a free Pittsburgh Regional Transit bus pass, access to our Family Concierge Team to help navigate childcare needs, fitness center access, and much more!
For a comprehensive overview of the benefits available, explore our Benefits page.

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