Senior Manager, Student Engagement Center

About The Job

As the Senior Manager, Student Engagement Center, you will lead and coach a team of student advisors who support prospective students across our higher education client portfolio using a consultative approach. You will run daily contact center operations, build smart outreach strategies across phone, SMS, email, and virtual channels, and use data to keep enrollment pipelines moving efficiently across flexible service hours.

• Enrollment
• Student Success
• Branding
• Institutional Strategy
• Digital Advertising

• Rice University
• Ohio Wesleyan University
• The University of Mississippi
• Kettering University
• Florida Southern College
• University of Texas at Tyler
• See All

As the Senior Manager, Student Engagement Center, you will lead and coach a team of student advisors who support prospective students across our higher education client portfolio using a consultative approach. You will run daily contact center operations, build smart outreach strategies across phone, SMS, email, and virtual channels, and use data to keep enrollment pipelines moving efficiently across flexible service hours.

• Provide oversight of a consultative, trusted advisor approach to guide prospective students/learners and current students/learners through complex cycles of admission, student service, and the application process. This includes leading discovery conversations to diagnose specific needs.
• Recruit, coach, model, and evaluate advisors in a fast-paced contact center environment, using a consultative approach.
• Foster expertise in consultative selling
• Set clear metrics for service quality, conversion targets, and regulatory compliance, partnering with Quality Assurance to track representative performance.
• Work with workforce management to match staffing models with real-time inquiry and application volume.

• Build and execute strategic outreach plans across phone, email, SMS, and virtual channels to maximize application volume, yield, and start rates.
• Lead recruitment initiatives, including call campaigns, virtual open houses, and online info sessions to build trust and boost conversion rates.
• Partner with marketing and academic leadership to align daily engagement strategies with overall institutional recruitment goals.

• Oversee full-lifecycle admissions workflows, including inquiry management, document collection, interview coordination, and admissions decisions.
• Build and sustain strong relationships with client schools through consistent communication and meeting enrollment pipeline targets.
• Maintain complete compliance with FERPA, institutional policies, accreditation standards, and federal and state regulations, keeping documentation audit-ready.

• Track leads, applications, and key enrollment milestones using CRMs and contact center software like Slate and Five
  9.
• Analyze conversion funnels, channel effectiveness, and representative productivity to fix operational bottlenecks and optimize staffing.
• Deliver concise performance and enrollment analytics to executive leadership.

• Experience leading high-performing contact center teams in higher education, admissions, enrollment services, career education, or adult learning.
• Bachelor’s degree preferred, or equivalent professional experience in a related field.
• Hands-on expertise with admissions CRMs (e.g., Slate), SIS platforms, productivity suites (Google Workspace), and telephony tools (e.g., Five9, Zoom).
• Experience with modern contact center tech stacks and AI workflows, including Five9 analytics, Workforce Management (WFM) tools, and Quality Assurance platforms (Virtual Observer).
• Advanced…