Director of Enrollment Services and Customer Care
Job Description
The Organization
We are Blue Learning, a Charter Management Organization that supports the top Charter Districts in the nation by providing hope to students, families, and communities. As a CMO, we take care of the operational aspects of the organization, so the District can focus on the education of students. We are an integral part of impacting the lives of 22,000+ students across 80+ campuses.
Position Summary:
The Director of Enrollment Services and Customer Care will be responsible for oversight and management of the re-enrollment, application, lottery, and enrollment process at ResponsiveEd schools, from the implementation of the online application, lottery process, through the enrollment of new and returning students; provide training and support for lottery and admissions staff at the school sites; and working with other departments at ResponsiveEd Corporate to facilitate the admission process overall. Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff. Accomplishes department objectives by planning and evaluating department activities and interfacing with internal customers.
Qualifications
• Education/Certification, and Experience:
• Bachelor's degree from a four-year College or university (required)
• Experience in project management (preferred)
Required Knowledge, Skills, and Abilities (KSAs):
• Ability to proactively manage multiple, critical deadlines
• Detail-oriented, organized, and resourceful
• Excellent planning and logistics skills
• Ability to conduct training and informational sessions for diverse groups within the organization, including school leadership and campus staff, as well as parent groups. Excellent communication, critical thinking, and problem-solving skills
• Ability to write technical documents for training staff as well as routine reports and correspondence.
• Ability to communicate effectively with all levels of personnel.
• Developing budgets, coaching, supervision, staffing, project management, management proficiency, process improvement, self-development, planning, and performance management.
Duties and Responsibilities:
• Manage all technology-based enrollment systems to ensure effective and efficient operation for students, families, schools, and support organizations within ResponsiveEd and Blue Learning.
• Communicate deadlines to campuses and parent communities in a timely manner.
• Annually review and revise paper and online application to comply with changes in law or practice, as well as for changes with respect to particular schools, such as grades offered.
• Ensure that Lottery and Admissions public communication is consistent throughout districts.
• Maintain working and legal knowledge of application and lottery rules as they pertain to the network and specific campuses
• Work collaboratively with IT staff for a successful annual application launch across the districts
• Communicate and assist in resolving technical issues that may arise in connection with the application process.
• Support campuses at the beginning of the open application periods, monitor adherence to application process guidelines, and make improvements when necessary.
• Prepare lottery data and conduct lottery for all schools; ensure accurate results processing, public notification, and communication to admitted families.
• Facilitate and resolve lottery issues in a timely manner; initiate and execute changes and improvements to policy and network processes; collect and provide data to support any changes to policy.
• Communicate deadlines to campuses and parent communities in a timely manner.
• Annually review and revise online enrollment documents to comply with changes in law or practice.
• Serve as point person with online enrollment process vendor (SchoolMint) for implementation and support of the process, including uploads, mapping, and accuracy of data processing; manage and facilitate the returning student information downloads.
• Develop and maintain a consistent network enrollment calendar; enrollment procedures, parent enrollment communications, and ensure alignment to the school calendar.
• Support schools in Pre-attendance Conference planning;
• Collaborate with the Applidesk team to develop and ensure accurate student data mapping, uploads
• Communicate any custom development to PEIMS and attendance staff.
• Facilitate and resolve enrollment issues in a timely manner; initiate and execute changes and improvements to policy and network processes.
• Maintains and improves call center operations by monitoring system performance
• Collect and provide data to support any changes to policy
• Provide training on Standard Operating Procedures for campus secretaries.
• Developing training for Regional Directors on the application process, exception report clearing process, and waitlist management.
• Provide information training to education staff to facilitate the application, lottery, and enrollment process.
• Coordinate uniform sales, including standards compliance, parent communication, and coordination of uniform events at schools.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results, coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Maintains staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities.
• All other duties as assigned.
• This position will require travel as necessary to provide training and to administer lotteries at schools throughout Texas and other supported states.
Equipment Used:
All equipment required to perform job duties and tasks previously described.
Physical / Environmental Factors:
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Position requires the ability to routinely handle objects weighing up to 30 pounds in order to facilitate transportation and set up. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Blue Learning does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, genetic information, military status, or any other characteristic protected by law.