Enrollment Manager

Job description

**Enrollment Manager** **Department:** Enrollment Management, Operations **Location:** This position is based in Norman, OK with hybrid work options. Local candidates to Norman and Oklahoma City, preferred. Remote opportunities for the right candidate. **Shape the Future of Online Learning with OU Education Services:** OU Education Services (OUES) is a nonprofit corporation established to manage and expand online learning for the University of Oklahoma System. As a growing education technology organization, we are dedicated to delivering innovative solutions that enhance learning outcomes, improve student experiences, and support the university's mission of providing high-quality education to learners everywhere. At OUES, we prioritize collaboration and provide opportunities for our teams to work closely to deliver meaningful, impactful results. We are a talent focused organization and encourage applicants from all regions, we have a preference for candidates who are in or open to relocating to the Oklahoma City metro area. Being part of our vibrant community fosters richer collaboration and a stronger alignment with OU and the OUES mission. **Job Summary:** The Enrollment Manager leads a team of Enrollment Coaches responsible for supporting prospective online students through established enrollment processes. This role is accountable for team execution, pipeline management, outreach quality, performance coaching, accurate documentation, and a student-first experience aligned with OUES standards and OU expectations. The successful candidate will be a service-oriented, operationally strong people leader who sets clear expectations, coaches consistently, addresses performance gaps, and drives continuous improvement while supporting a positive, accountable team culture. Reporting to the Director of Enrollment Services, the Enrollment Manager balances people leadership, operational execution, performance management, and cross-functional collaboration to pursue enrollment goals in alignment with OUES standards, OU expectations, and applicable higher education compliance considerations. **Compliance & Role Boundaries** Enrollment Managers support compliant enrollment operations by coaching teams to provide accurate information, timely outreach, and guidance through established processes. Managers ensure EC’s are helping students understand options, requirements, timelines, and next steps so they can make informed decisions aligned with their goals, readiness, and circumstances. **Key Responsibilities:** **Team Leadership & Coaching** - 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. ### **Enrollment Execution & Best Practices** - 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. ### Performance Management & Continuous Improvement - 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. - Identify and escalate operational bottlenecks, recommend practical solutions, and support improvements that strengthen execution, compliance, and student outcomes. ## Qualifications: - Bachelor’s degree required; Master’s degree preferred. - Minimum 1 year of enrollment experience required; leadership, coaching, or people management experience preferred. - Demonstrated success meeting enrollment, application, conversion, activity, quality, or student experience goals. - Proven ability to coach performance through clear expectations, timely feedback, documentation, and follow-up. - Experience in a fast-paced, metrics-driven, service-oriented environment. - Familiarity with CRM systems, enrollment reporting, telephony tools, and performance management; Salesforce experience preferred.