Re-enrollment Manager

Who We Are    Our mission is simple but critical: to build pathways for adult learners to earn high-quality, workforce-aligned degrees and credentials from North Carolina’s public universities.    At Project Kitty Hawk, our work reflects our company values:     Collaboration – We prioritize our partners’ success and reputation, aligning every initiative with their goals, reflecting their values, and enhancing their impact.   Innovation – We innovate, not replicate. As creative problem solvers, we use data-driven insights to push boundaries, continuously improve our services, develop solutions, and redefine what it means to serve nontraditional learners.   Empathy – We understand the unique challenges of nontraditional learners, and are committed to supporting them with empathy, respect, and solutions that fit their needs.   Integrity – We operate with transparency and accountability in everything we do. We uphold honesty, take ownership of our work, and maintain the highest standards.   Teamwork – We embody the collaboration we seek. We always strive to be dependable, supportive, and solutions-oriented teammates.     Together, we partner with universities in the University of North Carolina (UNC) System to produce innovative, flexible degree and credential programs in high-demand fields. Each PKH team member plays a vital role in advancing this mission and shaping the future of education for adult learners.     These values will enable us to realize PKH’s vision: to make North Carolina’s public universities the top choice for adult learners and to amplify the UNC System’s role as a national leader in higher education innovation, access, and student success. By joining our team, you have an opportunity to contribute to our achievement of that vision, in the process helping to create opportunities for thousands of learners to earn their success and move up the economic ladder.    At Project Kitty Hawk we hire talented people who are not only dedicated to our mission but share our belief that working together makes us stronger and more effective. In this organization you’ll find individuals with a range of interesting backgrounds and life stories; the true magic happens when those individuals come together to solve problems in service of a common goal.  We encourage you to bring your unique perspective, talents, and ideas to the table as we strive to make a meaningful impact.      The Role   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 reenrollment 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:

1. 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

2. 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.

3. 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. Align on audience segmentation, messaging, campaign timing, and lead routing; share outreach performance and student feedback to continuously refine campaigns; and ensure team capacity is matched to campaign volume.
• 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.

4. 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).

Management Responsibilities

This position directly manages four Re-Enrollment Specialists and is responsible for their day-to-day direction, performance coaching, and operational oversight.

What you bring:

1. Education and Experience

• 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.

1. Knowledge, Skills, and Abilities

• 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.

What We Offer    Project Kitty Hawk offers a comprehensive benefits package that includes full medical/dental/vision coverage, a 401K with match, and a generous time-off policy with paid volunteer time. In addition, we are committed to providing competitive salaries with the potential for performance bonus and remote working flexibility.    Project Kitty Hawk is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws.        Project Kitty Hawk is dedicated to this policy concerning recruitment, hiring, placement, promotion, training, compensation, benefits, employee activities, and general treatment during employment. For individuals with disabilities who would like to request an accommodation, please contact Kelly Snow at klsnow@projectkittyhawk.com.