Senior Manager of Retention BYU-Pathway Worldwide

The primary responsibilities of this role include:

• Leading the execution of retention efforts that support student persistence and progression
• Managing retention operations including outreach interventions and mentoring processes
• Overseeing retention staff and ensuring consistent high-quality delivery of support
• Monitoring retention performance (data) and driving improvements in persistence and completion
• Collaborating across teams to align and strengthen retention efforts organization-wide

This role serves as the operational leader for retentiontranslating strategy into coordinated action and ensuring that retention efforts across the student experience are effective aligned and outcomes-driven.

Principal Duties and Expected Outcomes

(50%) Retention Function Leadership and Execution

• Own the execution of retention efforts across the student lifecycle from engagement through completion with a focus on improving student progression and persistence
• Oversee the design coordination and execution of retention processes including student outreach interventions and support workflows
• Ensure retention efforts are proactive timely and aligned to student needs across all populations
• Maintain clear visibility into student progression and risk ensuring appropriate interventions are consistently deployed
• Drive accountability for retention performance across the team ensuring efforts translate into measurable improvements in persistence and completion

(30%) Mentoring Program Oversight and Integration

• Provide oversight of the mentoring function as a key component of the retention strategy
• Partner closely with the Mentoring Manager to ensure mentoring is aligned with retention priorities and student needs
• Ensure mentoring efforts are effectively integrated into broader retention processes and interventions
• Monitor mentoring program performance including mentor engagement student experience and contribution to retention outcomes
• Identify opportunities to strengthen the impact of mentoring as a lever for student persistence and completion

(20%) Retention Performance Insights and Cross-Functional Coordination

• Monitor retention persistence and progression outcomes to assess effectiveness of retention efforts
• Analyze trends in student engagement and attrition to identify gaps and opportunities
• Translate insights into improvements in retention processes workflows and interventions
• Partner with the Director to inform priorities and refine approaches based on performance data
• Partner with internal stakeholders (e.g. digital operations services curriculum instruction global engagement & operations) to align retention efforts across the organization
• Maintain visibility into retention-related initiatives outside of direct reporting lines and identify opportunities for alignment
• Influence cross-functional efforts that impact student persistence and completion ensuring a cohesive student experience
• Elevate risks gaps and opportunities to the Director to inform broader strategy and decision-making

Knowledge Skills & Experience:

Education and work experience:

• Bachelors Degree required Advanced degree preferred

• Possess 5 years of experience in higher education student success retention or related field

• Demonstrated expertise in leading teams and managing operational performance

• Experience working across functions to drive outcomes in a complex organization

Skill Set:

• Demonstrated ability to navigate ambiguity and adapt processes and team execution in real time based on performance data student behavior and evolving organizational priorities

• Strong leadership and operational management skills

• Ability to drive performance through people processes and systems

• Strong data literacy and ability to identify data needs and translate insights into action

• Experience collaborating with IT to build and operate systems that drive execution

• Excellent communication collaboration and follow-through skills across teams

• Ability to influence without direct authority across functions

• Demonstrated organizational and prioritization skills

Core Employee Characteristics:

• Stewardship and Initiative: Proactively identifies needs takes ownership and drives work forward without continual prompting.

• Follow-Through: Consistently completes work with accuracy and reliability ensuring commitments are met.

• Creativity in Identifying and Presenting Solutions: Brings forward thoughtful actionable solutions to problems.

• Technology Proficiency: Effectively uses tools and adapts to new systems

• Flexibility and Adaptability: Adjusts to swiftly changing priorities and institutional needs

• Engagement and Responsiveness: Communicates in a clear and timely manner participates actively and is responsive to communication in a hybrid work environment.

Reporting Relationships:

Span of Authority / Control:

Regulations:

Work Schedule:

Knowledge Skills & Experience:

Education and work experience:

• Bachelors Degree required Advanced degree preferred

• Possess 5 years of experience in higher education student success retention or related field

• Demonstrated expertise in leading teams and managing operational performance

• Experience working across functions to drive outcomes in a complex organization

Skill Set:

• Demonstrated ability to navigate ambiguity and adapt processes and team execution in real time based on performance data student behavior and evolving organizational priorities

• Strong leadership and operational management skills

• Ability to drive performance through people processes and systems

• Strong data literacy and ability to identify data needs and translate insights into action

• Experience collaborating with IT to build and operate systems that drive execution

• Excellent communication collaboration and follow-through skills across teams

• Ability to influence without direct authority across functions

• Demonstrated organizational and prioritization skills