Enrollment Operations Coordinator

Syracuse University's D'Aniello Institute for Veterans and Military Families (IVMF) seeks a dynamic Enrollment Operations Coordinator (EOC) poised to lead and elevate our enrollment processes to the next level of efficiency and effectiveness. The EOC will collaborate with a group of 3 to 4 coordinators to orchestrate the enrollment journey in strict adherence to IVMF's internal protocols and sponsored-funding mandates. In this multifaceted role, the EOC will spearhead all facets of participant enrollment for IVMF programs, orchestrating each step of the process with an unwavering commitment to excellence. Beyond the operational realm, the EOC will actively engage in hosting informative virtual sessions and leverage expertise in customer experience to ensure seamless interactions and maximal engagement.

EOC responsibilities extend to partnering closely with the Manager of Enrollment Services and program stakeholders to achieve ambitious recruiting and enrollment objectives. Integral to this mission is the responsibility for refining and upholding standard operating procedures, as well as pioneering innovative protocols to optimize our operations continuously. Moreover, the EOC will curate and maintain a suite of reference materials to remain agile and responsive to evolving program, system, and organizational requirements. Proficiency in customer relationship management (CRM) tools will be essential in order to collaborate with colleagues across Data Services, Quality, Measurement and Evaluation, IT, and Communications to shape requirements and streamline processes.

We seek a candidate with a proven track record in program management, adept at navigating complex operational landscapes and orchestrating cross-functional initiatives with finesse. As the primary liaison with stakeholders ranging from program portfolio leaders to veteran service organizations, the EOC's exceptional communication and interpersonal skills will be instrumental in fostering robust partnerships and driving collective success.

Qualifications

• Bachelor's degree preferred.

• Three (3) plus years of IVMF experience or leading enrollment operations for a veteran service organization preferred.

• Experience working with veterans and/or military families.

• Fluency working in CRM (Salesforce preferred) including records management, report, cases, and dashboards.

• Experience in leading virtual program presentations.

• Customer experience (CX) or customer service experience.

Job Specific Qualifications

• Excellent verbal and written communication skills, including planning, organizing, and delivering training.

• Familiarity with government programs and services for transitioning service members and families, veterans, veteran families, person with disabilities, mental health, substance abuse, housing, education or other relevant veteran and family issues.

• Experience creating and maintaining resource documents and identifying areas of improvement.

• Personal discipline to successfully support multiple, concurrent projects; can meet deadlines with competing demands and requirements.

• Database administration knowledge (preference given to candidates with Salesforce experience).

• Ability to propose systems solutions within organizational capacity.

• Utilization of existing technologies to synchronize and coordinate across multiple time zones.

Responsibilities

• Ensure continuous improvement of the advising, and registration processes based on applicant feedback, input from program portfolios and availability of new features or tools.

• Evaluate operational needs with systems, platforms and tools including requirements development, and integration/adoption in order to propose and implement solutions in coordination with IT, Quality, Data Services and program portfolios.

• Lead the evaluation of new interest forms for eligibility and alignment with applicant goals.

• Collaborate with IVMF Communications team to ensure the program pages are accurate.

• Monitor operational metrics to identify trends that require attention and draft timely, actionable updates and reports to Manager of Enrollment Services and IVMF leadership.

• Contribute to outreach and recruiting strategy development and implementation to engage veterans, transitioning active-duty service members, National Guard, Reservists, and spouses in coordination with multiple IVMF stakeholders.

• Cultivate appropriate relationships with VSOs to share current program updates to serve mutual audiences and facilitate reciprocal referrals of military connected individuals.

• Serve as primary POC for operations in Enrollment Services for resolving IT needs for routine operations; supervising shared phone line operations and analyzing monthly reports to make recommendations to Manager of Enrollment Services and coach team; meet with and problem solve for database and CRM related tools.

• Facilitate sustainment of the Enrollment Services IT and shared phone line operational needs with related departments within Syracuse University.

• Conduct consultations with participants who do not meet program eligibility, application requirement, or growth level program expectations to ensure their needs would be met by alternate program offerings and to refer to other partner organization programs as appropriate.

• Participate in program portfolio meetings to understand priorities and align ES process and service expectations.

• Provide reports and real-time observations to program leadership as requested to inform decisions.

• Lead virtual information sessions and office hours, including follow up communications.

• Coordinate and participate in onboarding meetings for all IVMF employees related to Enrollment Services; for program portfolios, deliver supplemental training for CRM use to support operational efficiencies.

• Assist Enrollment Services team daily to complete key application reviews, email and phone follow up, and other tasks for which team is responsible to meet client, programs, and stakeholder needs.

• Other duties as assigned.

Physical Requirements

Not Applicable

Tools/Equipment

Not Applicable

Application Instructions

In addition to completing an online application, please attach a resume and cover letter.