Admission Team Lead

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us - and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact - from near or far

At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

As a Team Leader, you'll manage a team of admission counselors who contact, engage, and enroll students in different undergraduate and graduate programs online and at our campus and satellite locations. You will ensure that admission counselors are delivering exceptional service following SNHU's Service and Support Brand Values. Your primary responsibilities are quality assurance, coaching, and maintaining culture within our admission teams. You will report to the Director of Admissions. This is a remote position. #LI-Remote

What you'll do:

• Establish performance goals and standards while driving the team to meet new start enrollment goal, inquiry to enroll conversions goals and new start melt
• Evaluate employee performance against established goals and expectations while coaching, monitoring and taking corrective action
• Identify performance gaps on an individual/team basis, develop and implement coaching and training plans to ensure performance expectations are met
• Oversee scheduling for assigned Admission Counselors to ensure adequate staff coverage during team operating hours
• Track and report team performance metrics, providing data and insights to management to evaluate progress toward goals
• Be a knowledgeable resource for Admission Counselors, providing guidance on SNHU degree programs, admissions processes, follow-up strategies, and procedural instructions
• Ensure Admission Counselors are kept up to date with the latest information on SNHU degree programs, admission requirements, and any changes to the admissions process
• Conduct team meetings to share updates with staff and decide on the best methods for communicating new information or changes
• Support Admission Counselors in addressing applicant inquiries and complaints, working to resolve these issues effectively
• Hold and document one-on-one meetings with Admission Counselors to review performance and assess the quality of their calls, chats, and email communications
• Help with our commencement ceremonies and reception events as needed

What we're looking for:

• At least 3 years of progressive experience in sales, marketing, or related fields, with advanced skills in interpreting data, making data-driven decisions, and coaching others using performance insights
• Bachelor's degree, or equivalent experience of 1-2 years working in higher education admissions
• One year of experience leading teams, projects, or initiatives

Work schedule:

Tuesday - Saturday or Sunday - Thursday

Central Time Candidates: (4) shifts 8:00am - 4:30pm, (1) weekend shift 12:30pm - 9:00pm

Eastern Time Candidates: (4) shifts 8:00am - 4:30pm, (1) weekend shift 12:30pm - 9:00pm

Mountain Time Candidates: (4) shifts 8:00am - 4:30pm, (1) weekend shift 11:30am - 8:00pm

Pacific Time Candidates: (4) shifts 8:00am - 4:30pm, (1) weekend shift 10:30am - 7:00pm

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

Compensation

Exceptional benefits (because you're exceptional)

You're the whole package. Your benefits should be, too. As a full-time employee at SNHU, you'll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources