Manager, Client Outreach & Enrollment

Boston, NH - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Manager Client Outreach & Enrollment

Boston MA Full-Time

About Compass

Compass is an innovative mission-driven organization that supports families with low incomes to save for their future and access greater economic opportunity. We operate high-quality financial coaching and savings programs and pursue opportunities to shape the national approach to poverty through practice and policy change. Were also a national leader in leveraging housing assistance as a platform for economic mobility. Our mission is to partner with families with low incomes to build assets as a pathway out of poverty with a focus on reaching families led by Black and/or Latinx women.

Learn more about our strategic vision and work:

About the Job

The Manager Client Outreach & Enrollment leads strategy execution and performance management for Compasss client enrollment and outreach activities across regions and programs. This leader oversees a team of coordinators and specialists who manage client interest eligibility and engagement and enrollment. This role works cross-functionally with Marketing Programs and Strategy to ensure enrollment efforts are aligned with Compasss goals and values. The Manager plays a key role in ensuring that outreach strategies are effective equitable and centered on a dignified client experience.

Primary Responsibilities

Team Leadership & Management

Oversee hiring onboarding ongoing training and supervision for the outreach and enrollment team (including Coordinators and Specialists) ensuring they are well-prepared to deliver high-quality client experience.

Provide regular observation actionable feedback and one-on-one check-ins to support skill-building professional growth and staff retention.

Drive accountability within the outreach team by implementing ongoing assessments conducting regular data reviews and managing performance to ensure alignment with expected standards.

Establish and manage individual and team-level enrollment goals performance benchmarks and workflows.

Create and maintain teamwide documentation best practices and SOPs related to outreach and enrollment processes.

Coordinate regular team meetings and cross-team check-ins to ensure alignment and learning.

Enrollment & Engagement Strategy

Lead strategy for program enrollment and engagement across all Compass programs including opt-in and opt-out models to ensure team meets or exceeds enrollment and engagement goals.

Collaborate with the Marketing & Communications Team to inform marketing strategy and develop and execute outreach campaigns.

Monitor enrollment pipelines conversion rates and client onboarding experiences using data dashboards and reports.

Represent Compass in community settings and regional meetings as needed to elevate awareness of the program and mission.

Client Experience Oversight

Provide strategic direction and oversight for the design and implementation of regular Peer-to-Peer (P2P) events in collaboration with Compass staff and client leaders.

Supervise outreach event logistics and execution delegating scheduling registration and follow-up to staff and ensuring consistency across engagement activities.

Oversee the tracking and analysis of action items and insights from engagement events; ensure the P2P playbook is updated with best practices and innovations.

Develop quarterly engagement memos summarizing key learnings for internal and external stakeholders.

Partner with Marketing & Communications leadership to strategically amplify client voices and success stories in alignment with Compasss brand and mission.

Quality Assurance & Process Improvement

Ensure all client-facing materials throughout the outreach and enrollment processes are accessible trauma-informed and culturally responsive.

Regularly assess feedback and trends from the enrollment process to identify and implement improvements.

Collaborate across departments to refine workflows and streamline data collection.

Oversee quality assurance processes to maintain consistent high-quality client interactions across the team from outreach through to first completed coaching appointment.

Leverage client feedback tools and review data to identify participation trends to inform content and process improvements throughout the outreach and enrollment process.

Qualifications & Skills

Required:

5 years of relevant experience in program outreach enrollment recruitment or community engagement.

At least 2 years of supervisory or team leadership experience.

Commitment to Compasss mission and values with a passion for advancing financial mobility and equity for families with low incomes.

Cultural humility and respect for diverse cultures identities and lived experiences.

Strong attention to detail and a proven ability to lead teams to achieve results.

Analytical skills to assess service quality and identify areas for improvement.

Strong understanding of equity-centered design and trauma-informed practices.

Ability to lead with empathy accountability and cross-functional collaboration.

Strong written and verbal communication skills for effective feedback and collaboration; excellent relationship-builder.

Experience using CRM systems (e.g. Salesforce) and data tools to track performance and inform strategy.

Must be willing and available to work one evening per week defined as available until 7:30pm as well as one Saturday per quarter.

Preferred:

Experience working in affordable housing public benefits workforce development or coaching programs.

Bilingual or multilingual preferred (especially Spanish Haitian Creole or Vietnamese).

Experience working in a remote-first multi-site organization.

Background in project management sales or customer service is a plus.

Required Experience:

Manager

Manager Client Outreach & EnrollmentBoston MA Full-Time About CompassCompass is an innovative mission-driven organization that supports families with low incomes to save for their future and access greater economic opportunity. We operate high-quality financial coaching and savings programs and pur...