Associate Vice President, Enrollment Operations

Position Summary

 The AVP, Enrollment Operations creates the foundation that allows the Enrollment teams to maximizeperformance and results. Responsibilities for this position include delivering data-driven insights and recommendations, the evolution andoptimization of sales training, oversight and partner cross functionally across National University programs. 
The AVP, EnrollmentOperations leads several critical functions that enable success of the Enrollment teams. Connectivity, communication, and aligned strategyacross these support functions will be at the heart of this role. These functions include operations support and IT alignment, enrollmenttraining, enrollment quality, and systems process and efficiency. These teams will work collaboratively with Institutional and Enrollmentleadership to ensure that Enrollment teams are setup for success, accountable, and can achieve growth targets.

EssentialFunctions

Enrollment Operations

• Ensures people, process, and technology are in place and road-mapped toachieve enrollment targets from top down.
• Oversees the implementation of IT solutions that impact UX & CX, with a particular focuson CRM.
• Conceptualize, socialize, and drive comprehensive change plans and activities for strategic programs.
• Leadsimplementation of sales automation and optimization across brands, while keeping abreast of technology products, disruptive innovations, andenhancements to drive innovation and reduce impact to production.
• Performs UAT on new technologies and processes and is accountablefor successful implementation.
• Partners with frontline IT for solutions and business communications during outages and periods ofperformance degradation.
• Communicates IT vision and updates to enrollment leadership and frontline enrollment teams.

Training

• Leads curriculum development and training for enrollment teams, exceeding 300+ enrollment and admissionsreps.
• Training scope includes product certification, regulatory, financial aid, technical training, and more.
• Responsiblefor the assessment and identification of the business's training and development needs and for the effective coordination of training anddevelopment programs for the business; actively searches, creatively designs, and implements effective methods for enhancingperformance.
• Oversee all activities of the department and identifies the business's developmental needs ensuring that there isconsistency with core competencies and goals.

Quality Assurance

• Leads quality assurance efforts of frontlinestaff and provides constant feedback and accountability to frontline management.
• Drives a culture of coaching and constantperformance improvement, utilizing standard evaluation templates and methodologies.
• Partners closely with training team to drivetransparency and accountability for execution on what is being trained.
• Evaluates technologies, such as natural language processingand call transcription, to automate quality monitoring.
• Conducts call-listening campaigns to focus areas and presentsfindings.
• Presents proposals for new trainings or corrective actions based on quantified QA observations.
• Flags and reportson compliance risks that are presented in verbal and written communications with prospects and students.

FunctionalLeadership & Organizational Development

• Builds and develops a team of skilled individuals and leaders that blend deeporganizational knowledge with evolving skillsets.
• Completes other duties as assigned.

SupervisoryResponsibilities:  

Team of 20+ AVPs, Directors, Associate Directors, and Specialists across quality assurance,project management, training, and operations. The AVP, Enrollment Operations will report the CMO and be a close business partner with theother leaders with the CMO office. This role will work closely with enrollment leaders within each brand. This role will also need tostrategize effectively with the CIO and leaders within the CIO organization.

Requirements:

Education &Experience:

• Master's Degree required; preferably in Business, Operations or Analytics background.
• Minimum ten (10) years experience in a leadership role preferably in higher education. Must have broad and deep understanding of the UX higher educationprospect to student journey.  Experience recruiting, hiring, managing, developing, motivating and promoting direct reports, and creating orpromoting a customer-centric culture.
• Must have experience in aligning teams to streamline processes and UX/CX strategy.  Five (5)years experience in this area preferred.
• Must have experience managing frontline sales team or managing sales quality assuranceteam.  Five (5) years experience in this area required.
• Must have experience with key recruiting technologies including contactcenter, auto-dialer, CRM, SIS, WFM, Quality Monitoring, and reporting tools.
• Must have experience leading machine learning and AIinitiatives that drive business performance improvement.
• CRM Experience- Must have experience leading major UX & CX design projectswithin a CRM; preferably SalesForce
• Agile certification required, or demonstrated ability to lead successful programmatic changewith top line and bottom line results.
• Experienced the challenge, and thrill, of building a brand or business from the beginning, orhave a passion for transformation.

Competencies/Technical/Functional Skills:

• Proven ability to build andgrow Brands, with an intuitive sense for defining a brand's essence.
• Excellent leadership and management skills, with a provenability to motivate and develop staff members. 
• Strong interpersonal and communication skills, with the ability to buildrelationships with internal and external stakeholders. 
• Excellent analytical and problem-solving skills, with the ability to usedata to inform decision-making. 
• Strong commitment to diversity, equity, and inclusion in higher education. 
• Ability toadapt behavior or work methods in response to new information, changing conditions, or unexpected obstacles. 
• Provides a climate forleadership and individual professional development.   
• Deep understanding of the overall big picture of the University; able to takean idea from concept to reality. 
• Understands and implements a systematic process of making improvements to products and servicesbased on knowledge of student needs, process flows, data analysis, team involvement and use of the improvement cycle.   

Location: Remote

Travel:  Some travel required, between 10% - 15%.

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Candidate receiving offerswill be offered a salary/pay rate commensurate with experience that vary based on a candidate's qualifications, skills, and competencies. Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will beoffered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University's totalrewards package, as we are dedicated to supporting the needs of the "whole you" with our holistic approach to employee benefits by offeringcomprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

Compensation Range:

Annual Salary: $100,260.00 - $135,350.00

National University is committed to maintaining ahigh-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staffand serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated tocreating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents whileexperiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations,National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population,including adult learners and working professionals.

National University offers an opportunity to work in an innovative environmentthat supports diversity.

National University (NU) is proud to be an equal opportunity employer and does not unlawfully discriminateagainst any employee or applicant for employee per applicable federal, state and local laws. At NU, a diverse mix of highly talented,innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicantswill receive equal consideration for employment, education, and admission at National University. We are focused on equality and believedeeply in diversity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexualorientation, religion, ethnicity, national origin, and other legally protected group status.