PAY GRADE: 29E

CONTEXT OF THE JOB:

UD Online partners with colleges to provide high-quality online programs to students so they can achieve their educational and professional goals. UD Online provides colleges with centralized services including: digital marketing for online degrees; management of the UD Online website; enrollment management of prospective students; instructional design to create engaging online courses; market research to judge opportunity; and compliance with state and national level regulations.  The colleges create, curate and teach online degrees and programs in a range of disciplines while also providing advising and student support services to online students. UD currently offers over 26 fully online programs to nearly 1000 students in our region, the country and the world.  24 of the online programs are at the graduate level and 2 are the undergraduate level. UD Online seeks to re-grow fully online enrollments via engaging and relevant online programs, appropriate digital marketing, responsive and respectful enrollment management, and supporting student services from matriculation to graduation.      

Under the supervision of the Director of Digital Services, the Manager of UD Online Enrollment Services leads a team of one staff member initially to guide prospective fully online students through each step of the enrollment funnel, from inquiry to matriculation. The manager creates and maintains clear enrollment management processes and procedures to quickly and respectfully respond to the questions and needs of prospective students related to online program design and outcomes, application and admission processes, scholarship availability, among other frequently asked questions by prospective students. The Manager will have oversight of all modes of interaction with prospective students, including telephone, email, and online. As part of the enrollment management process, the Manager works with the colleges and departments of online programs to ensure that prospective students’ inquiries are addressed, escalating questions to departments as needed.  The Manager works closely with UD Online’s external marketing partner, whose digital marketing creates the prospective student leads. The Manager shares prospective student feedback about UD Online degrees with the marketing partner.  The Manager is expected to create and maintain a student-centered professional environment that is welcoming of and to all students, manage an effective and efficient service-delivery team, assist in managing the UD Online budget as it pertains to enrollment management, and measure and report results that demonstrate overall effectiveness in achieving UD Online’s enrollment management and student growth objectives. The Manager is expected to demonstrate an ability to document and innovate in the delivery of enrollment management services, use of AI in enrollment management, work collaboratively, solve problems creatively, and accept accountability for results. 

MAJOR RESPONSIBILITIES:

• Manage and conduct enrollment management service delivery to prospective UD Online students via phone, email, and online inquiries.  This includes understanding UD Online programs and outcomes, UD Online recruitment goals, UD’s graduate application processes and deadlines for each degree program, University systems (e.g., Slate and UDSIS); and University policies and procedures across functions.
• As enrollment grow, hire and supervise one full-time enrollment management coordinator and student employees. 
• Create and maintain a knowledge base of current fully online degrees and certificate programs so that prospective students’ questions can be quickly answered and to inform the contents of the UD Online website.
• Ensure effective and efficient use of the Slate application portal (Graduate College instance) in responding to prospective students. 
• Assist in the design of a UD Online applicant dashboard in Slate so that enrollment management can be improved and visualized. 
• Leverage lead ranking data in Slate about prospective students that is shared by UD Online marketing partner organization in order to prioritize enrollment management efforts.
• Recommend service delivery enhancements, processes and procedures, to the Associate Provost, the UD Online Slate Manager and UD Online’s marketing partner based on quantitative and qualitative metrics.
• Foster continuous process improvement of enrollment management processes through identifying operational efficiency, possible use of artificial intelligence solutions and customer-focused operations.
• Engage in talent management activities, which includes, but is not limited to: hiring, coaching/mentoring, resolving workplace conflicts, engaging and motivating employees, collaborating with colleagues and others, delegating work tasks, and addressing performance issues.
• Leverage existing enrollment management resources in UD’s Division of Enrollment Management (DEM).

QUALIFICATIONS:

• Bachelor’s degree with at least three years of related professional experience, or equivalent combination of education and experience.
• Supervisory experience; ability to motivate others, delegate effectively, communicate effectively, create and maintain a team-oriented work environment, negotiate and resolve conflicts, and address performance issues.
• Familiarity with online learning and programs at the collegiate level.
• Strong organizational skills and ability to prioritize workload across various modes of contact and enrollment cycles.
• Excellent customer service skills.
• Superior communication skills (verbal and written).
• Experience with process mapping, continuous process improvement, total quality management, or similar processes.
• Ability to solve problems effectively.
• Operational knowledge of Slate, Google and MS Office software.  Familiarity with People Soft.
• Ability to learn new systems, software, and processes quickly.
• Ability to work effectively and collaboratively with diverse groups and individuals, as well as other campus units.
• Familiarity with the University of Delaware campus administrative procedures and policies preferred.
• Knowledge of AI solutions for university enrollment management processes preferred.