Senior Manager, Virtual Advising

Senior Manager, Virtual Advising

Founded in 1997, Bottom Line is a nationally recognized nonprofit organization with a mission to partner with degree-aspiring students from first-generation and low-income backgrounds as they get into college, graduate, and launch meaningful careers. For nearly 30 years, Bottom Line has provided consistent, one-on-one support to help students navigate the challenges of accessing and succeeding in college.

We serve students from 9th grade through career launch through our signature programming in Massachusetts, New York City, Chicago, Ohio, Detroit, and Houston and scaled supports available nationwide. Our vision is to create a far-reaching ripple effect, launched by the transformative power of a college degree and a mobilizing first career, that uplifts individuals, families, and entire communities.

When you join Bottom Line, you will become a part of a team that combines passion with expertise to advance equity and opportunity for degree-aspiring students. In our dynamic, results-driven environment, your contributions will help shape brighter futures and stronger communities.

The Senior Manager, Virtual Advising primarily focuses on delivering a high-quality student experience for students in Bottom Line's scaled advising programs (Bluprint and Get Schooled), including student engagement and managing a team of up to 7 advisors and a team of contractor advisors during peak seasons. This includes ensuring the delivery of high-quality student advising supports, overseeing the development, performance, satisfaction, and retention of the advisors, and working directly with students who require additional support.

The Senior Manager will also develop and execute student recruitment and onboarding plans, collaborate with the Program Strategy team to improve upon the program, and ensure that protocols are in place to handle high-risk student situations.

• Manage Communal Student Advisors (30%)
• Manage a team of Virtual Advisors, who are responsible for advising students via the Bluprint and Get Schooled platform s
• Manage the team of reviewers and contractor advisors that power Get Schooled scaled services (essay, scholarship, and resume reviews) during peak seasons.
• Work with Program Operations, Program Strategy, and Fidelity to ensure program delivery is aligned with The Bottom Line Way and represents the latest in program evolution.
• Meet regularly with team members one-on-one to assess progress toward individual performance goals and team Key Performance Indicators.
• Maintain a supportive, inclusive, positive work environment within the team, including but not limited to leading weekly team meetings and building a strong team dynamic in a virtual work environment.
• Hire, onboard, and train team members as needed.
• Observe and coach staff interacting with students.
• Provide regular, consistent, candid feedback that gives staff an understanding of their performance and demonstration of behavioral competencies at present and where/how they can grow.
• Manage program resources to ensure that advisors have the necessary resources to do their job (materials, training, technology, supplies, appropriate time, coaching, etc.).
• Pull and analyze data that reflects team and program Key Performance Indicators.
• Deliver formal annual performance reviews, as well as regular step-backs.
• Uphold Organizational Policies, including management of paid time off, leaves of absence (if relevant), and time-keeping requirements.
• Stay connected to the experience of the team, maintaining steady lines of communication, and address staff concerns and questions when they do arise.

• Communal Student Support (15%)
• The Senior Manager advises students when escalated by advisors, generally in the case of students who require additional or more complex support.
• Schedules, manages, and informs email and SMS campaigns on Mainstay and Element 451, according to the campaign calendar
• Oversee the day-to-day management of the BL Communications Calendars in Asana, ensuring tasks are updated, content development stays on track, and communications are scheduled in collaboration with the Strategy & Fidelity Team
• Provides front-line support for students at high risk in collaboration with scaled virtual advisors
• Manages escalations to Success Coaches for students requiring in-person advocacy or higher-touch support, ensuring appropriate handoff, documentation, and follow-up
• Recruitment and New Student Onboarding (20%)
• Manages the Scaled Advising student recruitment process, including collaborating and coordinating with regional leads. This process involves setting up policies, processes, and protocols for recruitment; developing collateral and materials; and even participating in recruitment sessions
• Identifies initial knowledge needs of new and returning students to the Bluprint program, defines the onboarding process, develops materials to deliver onboarding and orientation sessions, and delivers onboarding to the…