Assistant Director, Online Enrollment and Student Success

Job Summary
The Assistant Director of Online Enrollment and Student Success provides operational leadership for UTA Onlines enrollment and student success functions ensuring efficient high-quality service across the student lifecycle from inquiry through persistence. This role oversees daily operations supervises and develops enrollment and student success advisors and manages staffing scheduling and training to support extended service hours and fluctuating enrollment demand. The Assistant Director is responsible for maintaining accurate operational reporting monitoring key performance indicators and using data to identify process improvements that strengthen conversion retention and student satisfaction. The position also serves as an escalation point for complex student issues models best practices in communication and problem resolution and ensures compliance with FERPA university policies and quality standards in a fast-paced performance-driven environment.

Essential Duties And Responsibilities
Oversee daily operations for online enrollment and student success functions ensuring efficient workflows and timely service delivery across the student lifecycle. Supervise coach and evaluate enrollment advisors and student success advisors; set expectations provide performance feedback and ensure consistent service quality. Manage staffing plans and scheduling to maintain appropriate coverage during extended service hours and peak volume periods; adjust schedules based on demand and operational priorities. Lead hiring onboarding and training for enrollment and student success staff; ensure team proficiency in CRM LMS and communication systems. Develop and deliver ongoing professional development and quality assurance practices to strengthen advising/coaching effectiveness and adherence to service standards. Maintain operational reporting and dashboards; ensure data accuracy integrity and timely updates for leadership review. Monitor key performance indicators (e.g. response time conversion persistence productivity CSAT / NPS ) and recommend process improvements to enhance outcomes. Handle escalated student concerns and model best practices in communication empathy and problem resolution; ensure appropriate documentation and follow-through.

Minimum Qualifications
Bachelors degree in business education communications or a related field. Four (4) years of progressive experience in enrollment management student services or call center operations OR eight (8) years of an equivalent combination of education and experience in a similar role. Two (2) years of supervisory experience. Demonstrated experience in performance management staff training and operational workflow management.

Preferred Qualifications
Experience managing teams in high-volume call center environments. Experience and knowledge of CRM systems student information systems and learning management systems (Canvas). Experience in academic advising or student success coaching. Demonstrated experience and ability to use data and analytics for continuous improvement.

Work Schedule
Monday Friday; 9:00 am 6:00 pm. Schedule may include evenings and weekends as needed.