Pearson Regional Enrollment Manager in Albany, New York
At Pearson, our purpose is simple; to add life to a lifetime of learning. We envision a future where everyone can realize the life they imagine through learning. To achieve this, we create vibrant and enriching learning experiences designed for real-life impact.
For over 20 years, Pearson Virtual Schools has been reimagining K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide.
The following description is intended to describe the general nature of the job that may include other duties as assumed or assigned; it is not intended to be all-inclusive or limit the duties of the position.
Purpose of the position
Reports to the Senior Manager of Enrollment Management for our Connections Academy schools. Oversees regional operations, and the enrollment process for families in the region’s assigned states. The Regional Enrollment Manager oversees regional operations and ensure a streamlined, quality enrolment process. must be a strong leader who plays a vital role in creating a culture of exceptional service, quality growth, and staff development.
Core tasks and responsibilities
Manage daily operations oversight and execution, including team workflow, supervising staff, resolving employee issues, and prioritizing department goals and projects.
Track, analyze, and report on team metrics, and meet key performance indicators of service levels, customer satisfaction, enrollment conversion rates, student enrollment goals, and other measures of success.
Manage inbound and outbound communication channels to ensure expeditious follow-up and quality service; ensure consultative sales strategies are incorporated in phone conversions.
Fosters an environment for transparent, fluid feedback focused on staff development and quality performance.
Thoughtful, swift execution of process improvement and operational efficiency.
Collaborates with applicable departments for hiring, training, onboarding, performance management, and continued staff development.
Uses multiple streams of communication to engage their staff and deliver progress, expectations, and vision.
Ensure appropriate staffing coverage based on regional needs; manages 20-25 full-time staff and collaborates with agencies for seasonal staff.
Maintain awareness of pertinent school information such as enrollment processes, enrollment caps, deadlines, and special projects.
A proven track-record of strong leadership, with experience creating a culture of exceptional service, quality growth, and staff development.
Bachelor's degree, or equivalent experience
3+ years of supervisory or management experience
Ability to serve as an effective leader, coach, motivator, and mentor
Comprehensive knowledge of customer service and call handling procedures
Excellent interpersonal skills, and written and oral communication skills
Strong computer skills, including proficiency in Microsoft Excel and Outlook365 suite
Excellent data analysis skills
Ability to work as part of a team to prioritize, plan, and deliver positive outcomes
Ability to multitask and manage competing priorities
Highly organized, attentive to detail, self-motivated, and committed to quality work
Ability to manage stressful situations in a calm, courteous and efficient manner
Ability to work in a fast-paced environment and make quality, informed decisions
Training / Competencies
Must be able to build relationships and employ a customer centric voice.
Must demonstrate ability to work in a high-pressure, fast-paced environment where recommendations drive strategy.
Must have strong problem-solving skills, employ critical-thinking, and use sound business judgement at all times.
Must be comfortable with ambiguity and pivoting priorities- and help others be comfortable as well.
Bachelor’s degree required. Business Administration degree preferred. Preferably in Business Administration.
2 years’ experience and success in managing a sales team
Knowledge of Microsoft and Google business applications preferred.
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.
Job: CUSTOMER SERVICE
Organization: Virtual Learning
Req ID: 8539