Assistant Director, Open Enrollment

Job Description

POSITION OBJECTIVE

The Assistant Director, Open Enrollment will contribute to the growth and success of Weatherhead Executive Education programs through ongoing process improvement, implementation of complex agendas and tasks, and superb customer service. The assistant director will work closely with the director of open enrollment to manage existing programs, ensure backend functioning, troubleshoot issues, and actively promote all executive education programs. The assistant director will directly contribute to a highly functioning team that values a positive attitude and laughter.

ESSENTIAL FUNCTIONS

• Manage existing portfolio of programs (currently approximately 60 standalone programs and 12 certificate programs). Duties will include regular monitoring and analyzing of registration data and trends. The assistant director will manage the online registration system (Destiny 1) and become the resident expert to support the department staff in implementing registrations, programs, and creating reports. Ensure complete and accurate data input and coordinate with University Technology (Utech) on system performance and troubleshoot efforts that impact both internal and external clients. Train staff in database processes as needed. The coordinator will have ongoing interaction between programs instructors, operating team, and accounting to support scheduling and a successful experience for all parties involved. (40%)
• Respond to requests for information and questions from the community, director of affiliate accounts, and the department assistant on all executive education programs. Coordinated with members of the team to manage registrations and referrals to programs with a particular emphasis on enrollment and introducing them to the appropriate executive education representative. Represent executive education and the school of management as the front facing customer interface, finding solutions to complex issues that satisfy our customers and the bottom line of the organization. (15%)
• Manage invoicing and accounts receivable for open enrollment and signature programs; process all payment requests, track outstanding balances and follow-up on first-line collections in coordination with the department accountant. Collect and process credit card payments for all executive education programs. (10%)
• Partner with the director of open enrollment, executive education directors, and instructors to create print and online content for web landing pages. Analyze sales and course evaluation data to identify program opportunities and work with the director to make changes in content. (10%)
• Develop and implement strategies for social media posts. Work with the director of open enrollment to target appropriate audience from CRM database and coordinate approach. Write daily posts to the departments LinkedIn and Facebook pages highlighting and promoting the programs and services. Respond and engage with followers in a way that enhances connection and understanding of the executive education offerings and brand. (10%)
• Manage the production and distribution processes of the annual catalog and any print/electronic material such as pricing sheet, banners, and flyers to highlight and promote programs, while collaborating with the marketing team. Make contributions to the design and content of on-line presence (website) consistent with the marketing strategy. Maintain applications and standing with credentialing agencies (ICF, Project Management Institute, etc.). Includes fulfilling requirements for the various certification and recertification processes for the executive education programs that qualify for various continuing education credits/units. Create and distribute Credly badges. (10%)

NONESSENTIAL FUNCITONS

• Participate in meetings and discussions on projects and decisions that impact the entire team. (4%)
• Perform other duties as assigned. (<1%)

CONTACTS

Department: Continuous contact with directors, program managers, accountant, and other team members.

University: Regular contact with university departments as needed, i.e., marketing, alumni, corporate relations, and information technology group (Utech).

External: Moderate contact with senior to middle level managers and external vendors such as non-CWRU faculty.

Students: Continuous contact with students and executive education participants/clients.

SUPERVISORY RESPONSIBILITIES

Manage one to three student workers/interns.

QUALIFICATIONS

Experience: 5 years of experience working in a corporate, consulting, or academic setting. Prefer experience in program management, customer service, or marketing and/or event promotion. Higher education experience a plus. Experience using the registration platform Destiny 1 or Salesforce a plus.

Education: High school education required.

REQUIRED SKILLS

• Ability to provide exceptional customer service and to build and maintain effective working relationships with colleagues, students, alumni, and faculty in person and over the phone.

• Ability to effectively communicate and promote the benefits of lifelong learning and personal development to customers with an ability to match client needs with the appropriate service.

• Ability to prioritize tasks and manage multiple projects simultaneously, take initiative, work collaboratively, and work independently with little supervision to meet deadlines.

• Computer proficiency in Word, Excel, and PowerPoint required.

• Must have excellent verbal and written communication including strong grammar and proofreading skills.

• Finds satisfaction in creating, implementing, and improving processes and completing complex tasks.

• Detail orientated with strong organizational and planning skills.

• Demonstrates ability to discreetly handle confidential information.

• Brings a positive, problem-solving attitude and can function at a high level with an eagerness to pitch in to administer projects outside of regular duties to support the team.

• Ability to meet consistent attendance.

WORKING CONDITIONS

Professional office setting, customer focused and results oriented. Fast paced constantly changing working environment requiring adaptability and flexibility. May require long hours, including evenings and weekends.

Hybrid Eligibility

This position is eligible for hybrid work arrangement up to two remote days per week at the discretion of the department. New employees may begin a hybrid schedule upon approval from the supervisor, successful completion of an orientation period and signing the remote work checklist certification form.

Diversity Statement

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

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Reasonable Accommodations

Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

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