Enrollment Manager

About This Role

This Enrollment Manager position involves leading a team of Enrollment Coaches who support prospective online students through the enrollment process. The role is accountable for team execution, pipeline management, outreach quality, performance coaching, accurate documentation, and ensuring a student-first experience. It suits a service-oriented, operationally strong leader who can set clear expectations, coach consistently, address performance gaps, and drive continuous improvement within a positive team culture.

Responsibilities

• Lead, coach, and develop a team of Enrollment Coaches to support timely outreach, high-quality student conversations, accurate documentation, student progression, and informed decision-making
• Set clear expectations for daily execution, outreach quality, documentation, pipeline management, compliance, team participation, student support, and performance outcomes tied to established processes
• Conduct regular one-on-ones, call coaching, quality reviews, performance check-ins, and documented coaching conversations
• Recognize strong performance, address gaps promptly, and provide coaching, training, expectation resets, and follow-up to support compliant execution and student-centered service
• Build a positive, accountable, collaborative, and student-first team culture
• Monitor team pipeline health and ensure consistent use of established enrollment processes, outreach cadences, student classifications, and documentation standards
• Review activity, lead management, data accuracy, quality results, call performance, and follow-up execution to improve student progression and team results
• Ensure accurate use of Salesforce, telephony systems, reporting tools, conversation guides, and departmental workflows
• Serve as a resource for programs, systems, compliance expectations, and enrollment workflows by using approved information and connecting students to the appropriate university office for official admissions, financial aid, academic, transfer credit, or degree-requirement determinations
• Support onboarding, training, knowledge checks, team meetings, and adoption of new tools or process improvements
• Forecast enrollment activity and assess progress toward team, program, application, and start goals to identify support needs, operational risks, and opportunities to improve student progression through established processes
• Analyze performance by program, market, team, and Enrollment Coach to identify strengths, risks, coaching needs, process gaps, and opportunities to improve outreach quality, student support, and progression
• Create and execute action plans to address underperforming programs, activity gaps, pipeline issues, student progression barriers, and student experience concerns
• Document performance conversations, coaching commitments, expectation resets, and follow-up actions as needed