Communication Center Manager

Under the direction of the Assistant Dean of Advising, Career & Transfer, the Communication Center Manager provides strategic and operational leadership for the Communication Center. The Manager is responsible for driving prospective and current student engagement, enrollment conversion, registration, and retention through proactive, data-informed communication strategies. The Manager oversees day-to-day operations and leads staff responsible for inbound and outbound student engagement through telephone, text, email, chat, video, and other communication platforms.

The Manager establishes and monitors key performance indicators (KPIs) related to student contacts, call activity, lead follow-up, conversion of prospective students to registered students, registration outcomes, re-enrollment, and retention. The Manager leverages technology, customer relationship management (CRM) platforms, and engagement data to develop targeted outreach strategies, improve student outcomes, and ensure Communication Center operations align with institutional enrollment, retention, student success, and service priorities.