Senior Manager, Student Retention

Risepoint

About The Position

Risepoint is an education technology company that provides world-class support and trusted expertise to more than 100 universities and colleges. We primarily work with regional universities, helping them develop and grow their high-ROI, workforce-focused online degree programs in critical areas such as nursing, teaching, business, and public service. Risepoint is dedicated to increasing access to affordable education so that more students, especially working adults, can improve their careers and meet employer and community needs. The Impact You Will Make The Senior Manager, Student Retention leads a team of specialists who represent university partners and support students pursuing online Bachelors, Masters, and Doctoral degrees via multiple modalities – phone, email, and SMS. Senior Managers coach, train and monitor specialist success in a goal oriented, metrics driven environment to cultivate high performing teams and drive exceptional student experiences.

Requirements

Bachelor’s Degree
At Risepoint, a minimum of 18 months as a Manager, Student Retention.
Demonstrated skills in: Time Management, Customer Service, Conflict Resolution, Regulatory Compliance, Teamwork, Team Performance through Leadership, Change Management
Experience in a highly matrixed or call-center environment.
People leadership experience required.

Nice To Haves

External Candidates} 8 + years of work experience in customer service, teaching, healthcare, a call-center or highly matrixed environment.
Higher Ed experience a plus.
Familiarity with CRM, database and scheduling tools.

Responsibilities

Leads cross-team implementation of large-scale retention initiatives; evaluates program impact and drives continuous improvement.
Establishes, documents and broadly communicates case management standards and workflows across teams; ensures scalability, consistency and quality outcomes with an emphasis on student experience.
Interprets department-level data to assess program effectiveness; uses expertise to reports insights and make recommendations to senior leadership.
Oversees program portfolio across the department; makes operational decisions and aligns initiatives impacting organizational priorities.
Ensures key leadership tasks are tracked and completed promptly for employees (quarterly check-ins; time entry; security and compliance training; recurring 1:1s/feedback).
Leads teams through complex change by providing clear communication, strategic guidance, and ongoing support.
Adapts quickly to shifting priorities to sustain performance and align with business goals.
Makes operational decisions impacting team and solves project/process level changes with consistently proven methods.
Influences strategic outcomes through leadership communication.
Shares updates across teams and leadership; may represent Student Retention among other cross-functional departments and business units.
Ensures consistently exceptional Student Experiences are delivered from team members, while meeting all internal metrics, KPIs and compliance.
Gains buy-in from internal teams and partners.
Collaborates with leadership on functional standards informed by research, policy, and institutional strategy.
Demonstrates specialized knowledge relevant to team objectives; implements recommendations to meet key objectives that drive exceptional student experiences.