Director of Retention

Job Summary

Leading a team of Student Service Advisors, the full-time salaried Director of Retention will focus on achieving retention and persistence goals through performance management, customer service relations, and strategic problem-solving in a remote work environment.

Key responsibilities

• Track and analyze performance metrics of Student Service Advisors to enhance student retention and completion rates
• Support advisors in addressing complex student situations and de-escalating issues as they arise
• Facilitate team meetings to communicate departmental goals and foster a positive team culture

Required qualifications

• Bachelor's degree from an accredited institution; Master's degree preferred
• Three to five years of leadership or management experience in customer service or team performance management
• Proficient in using data and reporting tools, such as Salesforce, for performance management
• Demonstrated ability to build rapport and adapt to multi-generational needs
• Commitment to the mission and values of a Christ-centered educational environment