Carnegie · 15 hours ago
Student Engagement Center Manager
United States
Full-time
Remote
Mid, Senior LevelCarnegie is seeking a Student Engagement Center Manager to lead a team that supports key stages of the student life cycle for university partners. This role involves developing enrollment strategies, overseeing admissions operations, and ensuring high-quality service delivery while managing client relationships and performance metrics.
EducationMarketingHigher Education
Responsibilities
Develop and execute enrollment strategies that drive application volume, yield, and start rates through phone, email, text, and virtual engagement channels
Partner with marketing and academic leadership to align outreach efforts with institutional recruitment goals
Oversee the full application lifecycle through centralized, virtual workflows, including inquiry handling, application support, document collection, interview coordination, and admissions decisions
Ensure consistent, high-quality service delivery across all contact channels
Lead virtual recruitment team and their initiatives such as call campaigns, virtual open houses, online info sessions, and targeted outreach to prospective students
Understanding of and expertise in high-touch engagement methods
Build and sustain strong relationships with the client schools through regular communications and meetings
Manage the day-to-day operations of assigned enrollment pipelines, ensuring appropriate engagement strategies are deployed
Apply a proactive approach to managing the student life cycle, ensuring performance benchmarks are met or exceeded
Operate with the client school’s CRM and contact center systems, ensuring accurate tracking of leads, applications, and enrollment milestones
Analyze funnel performance, contact effectiveness, and agent productivity to inform staffing, outreach strategies, and process improvements
Prepare regular performance and enrollment reports for executive leadership
Ensure all admissions processes comply with institutional policies, accreditation standards, FERPA, and applicable state and federal regulations
Maintain consistent documentation and audit-ready admissions workflows
Recruit, train, coach, and evaluate admissions representatives operating in a high-volume contact center environment (Five9/Zoom)
Set performance expectations for service quality, conversion outcomes, and regulatory compliance
Partner with workforce management or operations teams to align staffing with inquiry and application demand
Qualification
Required
Experience leading admissions, enrollment services, or education-focused contact centers in higher education, career education, or K-12 environments
Proven ability to manage teams in structured, metrics-driven environments while maintaining strong student-centered service values
Strong operational and workflow management skills, including the ability to design, adjust, and optimize processes
Effective communicator able to provide clarity, guidance, and alignment across multiple teams and partners
Ability to interpret and apply CRM data to operational improvements and to manage performance and enrollment pipelines
Proficient in admissions CRMs, student information systems, call center platforms, and productivity tools (Slate/Five9/Slack/Zoom/Google Workspace)
Ability to navigate telephony platforms (preferably Five9) to identify performance trends
Strong decision-making and critical-thinking abilities in a fast-paced environment
Demonstrated capacity to work cross-functionally and influence operational outcomes without direct supervision
Excellent organization, prioritization, and time management skills
Ability to learn and navigate multiple technology platforms simultaneously
Experience with CRM systems and enrollment communication workflows required
Demonstrated success contributing to operational, logistical, or process-driven work environments
Preferred
Bachelor's Degree preferred; equivalent experience considered
Graduate level education or experience preferred
Experience in enrollment services, student support operations, contact centers, higher education administration, or process management strongly preferred
Company
Carnegie
Carnegie is a marketing communications innovation company.
Founded in 1985
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Shamrock Capital Advisors
2024-02-15Private Equity
2020-10-13Private Equity
Leadership Team
Brian Leininger
VP, Revenue Operations
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