[Hiring] Re-enrollment Manager @Project Kitty Hawk

Role Description

The Re-Enrollment Manager (REM) is the operational leader of Project Kitty Hawk’s re-enrollment initiatives, which re-engage students who have stopped out of partner institutions and puts them on a path back to enrollment. The REM defines outbound engagement strategy, maintains documented playbooks for all partners, and hires, trains, and leads the team that executes the re-enrollment strategy.

The REM is accountable for the performance of the re-enrollment team. The role is heavily focused on outbound strategy and execution and requires a leader who uses data to prioritize student populations, monitors and coaches individual performance, and reports progress qualitatively and quantitatively.

This position reports to the Director of Admissions.

What you'll do:

• Team Build, Leadership, and Performance Management
  • Work with the Director of Admissions to define staffing needs, role expectations, and hiring profiles for the re-enrollment team; lead recruiting, interviewing, and selection in partnership with People Operations.
  • Own individual and team performance outcomes, monitoring key metrics and driving corrective action when targets are not met.
  • Coach team members through regular one-on-ones, call reviews, pipeline audits, and performance conversations; identify skill gaps and build development plans.
  • Ensure performance management practices comply with federal incentive compensation regulations and PKH policy.
• Strategy and Execution
  • Analyze stop-out student populations by institution and segment to determine where outreach will have the greatest impact.
  • Identify institution-specific requirements, constraints, and opportunities and how they affect outreach and handoff.
  • Build and maintain relationships with institutional points of contact to support ongoing coordination.
  • Maintain onboarding and training curricula for re-enrollment team members using those playbooks, including call guidance, objection handling, escalation paths, and system procedures.
  • Design and own the outbound engagement strategy for the re-enrollment initiative, including channel mix, sequencing, cadence, and messaging across automated and non-automated outreach.
  • Translate outbound strategy into daily, weekly, and term-based execution plans, including workload distribution, call queues, and outreach targets.
  • Test, measure, and iterate on outreach approaches, messaging, and timing to improve contact, response, and re-engagement rates.
  • Partner with Marketing on campaign planning and on institution-specific content for the initiative’s web presence and outreach materials.
  • Establish and maintain a prioritization framework that directs team effort strategically and revisit it as results come in.
  • Identify barriers to return for each population and incorporate them into outreach strategy and escalation paths.
  • Recommend data fields, list criteria, and segmentation logic needed to support prioritization and reporting.
• Cross-Functional Collaboration and Continuous Improvement
  • Serve as Marketing’s primary operational partner, recognizing that the initiative’s success depends heavily on the effectiveness of its marketing, email, and text campaigns.
  • Collaborate cross-functionally with Admissions, Operations, and Marketing to ensure a coordinated student experience from re-engagement through handoff to the institution.
  • Identify operational improvements based on team feedback, student experience trends, and institutional processes, and advocate for solutions internally.
• Systems, Data Integrity, Compliance, and Analytics/Reporting
  • Partner with the Salesforce and data teams to ensure the CRM, list loads, and data exchange processes support outreach, prioritization, and institution-level reporting.
  • Evaluate and recommend outbound tooling based on team needs and performance data.
  • Ensure team compliance with FERPA, TCPA and communication consent requirements, institutional data security policies, and CRM data integrity standards.
  • Establish consistent reporting cadence and format, and define requirements for dashboards and automated reporting.
  • Monitor initiative performance using CRM data and reporting tools, translating results into coaching, operational, and strategic adjustments.
  • Report on initiative progress both quantitatively (funnel metrics, volume, conversion, trend data) and qualitatively (student themes, barriers, institutional feedback, lessons learned).

Qualifications

• Bachelor’s degree required; Master’s degree preferred.
• 5+ years of experience in higher education admissions, enrollment management, re-enrollment/retention, or student recruitment, OR equivalent combination of education and experience.
• 2+ years of people leadership experience managing individual contributors in a metrics-driven, outbound, or contact-center environment.
• Preferred: Experience serving adult learners and “some college, no credential” or stop-out populations, ideally in an online setting.
• Preferred: Experience working across multiple institutions, a university system, or a multi-client/partner environment.

Requirements

• Demonstrated ability to design and execute outbound engagement strategies across phone, text, and email, and to measure and optimize their results.
• Strong analytical skills with the ability to segment populations, set priorities from data, and translate insights into actionable coaching and operational strategies.
• Ability to communicate performance results clearly, both quantitatively and qualitatively.
• Demonstrated ability to recruit, coach, develop, and manage the performance of individual contributors.
• Knowledge of and experience with CRM platforms (Salesforce preferred) and dialer/communication tools.
• Knowledge of the challenges and needs specific to adult learners returning to higher education, including common barriers to re-enrollment.
• Knowledge of FERPA and familiarity with communication consent requirements.
• Strong relationship-building skills with the ability to represent PKH credibly with partner institutions.
• Ability to exercise discretion, professionalism, and good judgment and maintain confidentiality.
• Ability to work in a fast-paced, ambiguous, and rapidly evolving environment while balancing build-phase work with ongoing execution.

Benefits

• Comprehensive benefits package that includes full medical/dental/vision coverage.
• 401K with match.
• Generous time-off policy with paid volunteer time.
• Competitive salaries with the potential for performance bonus.
• Remote working flexibility.