Senior Manager, Enrollment Enablement

📋 Description

• • Ziplines Education is a leading force in the education technology sector, dedicated to empowering professionals with industry-focused certificate courses designed to equip them for the demands of the modern digital-first workforce. Our mission is to help thousands of individuals annually advance their careers by building essential knowledge, skills, and credentials. With a learner recommendation rate of 92% and consistently excellent Net Promoter Scores, we are committed to fostering an environment where adult learners can confidently pursue their desired career paths.
• • As the Senior Manager, Enrollment Enablement, you will be instrumental in transforming prospective learner hesitation into confident enrollment. This pivotal role involves overseeing the daily operations that guide potential students through critical stages of their enrollment journey, ensuring a seamless, consistent, and high-quality experience. A key aspect of this position is the development and implementation of robust staffing and operational systems to support the scalable growth of our enrollment enablement function.
• • This is a hands-on leadership position with significant operational responsibility. You will guide a frontline team through intricate cases and high-stakes conversations, establish clear performance benchmarks and experience standards, and collaborate closely with cross-functional teams, including Product, Growth, and Operations. Your efforts will focus on refining workflows, enhancing tools, and leveraging insights to boost assisted conversion rates and bolster learner confidence.
• • **Lead the team and raise the bar:**
• • Provide direct leadership, coaching, and development to a junior, hourly, or part-time frontline team responsible for engaging with high-intent prospective learners.
• • Define and communicate explicit expectations for judgment, efficiency, accuracy, and overall learner experience, providing consistent feedback and coaching to drive performance improvements.
• • Manage escalations, address partner concerns, and resolve complex cases with a high degree of accountability and empathy.
• • Cultivate a team culture that champions executional excellence and upholds uncompromising standards for learner experience, ensuring that fast-paced work remains precise and high-quality.
• • **Build staffing discipline and operating rigor:**
• • Take ownership of forecasting, capacity planning, and utilization metrics, developing sophisticated staffing models that align with demand and safeguard service levels as the business scales.
• • Oversee daily performance across key areas such as coverage, responsiveness, and assisted conversion, making real-time adjustments to staffing, workflows, and priorities as needed.
• • Establish and maintain sustainable methods for tracking and reporting on activities, costs, and overall impact to facilitate data-driven decision-making and continuous improvement.
• • **Drive outcomes with the right metrics:**
• • Define and assume accountability for the core Key Performance Indicators (KPIs) for enrollment enablement, including conversion rates, yield, and speed to convert, utilizing activity metrics as key drivers.
• • Set clear activity expectations that directly support these KPIs and coach team members based on their impact on results.
• • Foster team accountability for enrollment outcomes through a management style that is direct, fair, and informed by data and insights.
• • **Standardize the experience through systems and processes:**
• • Enhance current capabilities by designing and implementing repeatable systems that can effectively scale with business growth.
• • Develop and enforce rigorous processes to ensure accuracy and consistency across all learner interactions.
• • Establish and continuously evolve Service Level Agreements (SLAs) for speed, accuracy, quality, and learner experience, leading the team to consistently meet and exceed these targets.
• • Create standardized workflows and playbooks to ensure that exceptional interactions are not reliant on individual expertise but are systematically replicable.
• • Implement and iterate on tools and processes that make high-quality interactions both repeatable and scalable.
• • **Be a cross-functional driver:**
• • Transform insights gleaned from enrollment enablement interactions into actionable intelligence to inform messaging strategies, journey enhancements, and process optimizations.
• • Collaborate closely with Product and Growth teams to align priorities, define requirements, and execute plans that elevate the learner experience and improve assisted conversion rates.
• • Drive cross-functional follow-through on enrollment enablement priorities, taking full ownership of your team's impact from initiation to completion.