Retention Operations Analyst

The Team

This is an outstanding opportunity to be part of an innovative new online learning company, Boundless Learning. Working in partnership with universities across the globe, the division provides online learning services including marketing, student recruitment, course content development, training and ongoing student support and retention.

The Role

The Retention Operations Analyst is responsible for non-student-facing operational elements that occur to provide student services for an online program, including but not limited to; student onboarding, data transfer, maintenance of CRM, reconciliation and billing, support for budgeting and forecasting, cross-functional communication, program material creation, learning management system coordination. The Retention Operations Analyst supports operational delivery through data reporting, reconciliation, and process.

Key Accountabilities:

Specific duties and responsibilities include, but are not limited to, the following:

• Continually analyze program data to understand what is positively or negatively impacting student retention
• Create and maintain standard operating processes for retention analysis team
• Manage rosters for Academic Partners within Salesforce
• Operationalize consistent processes across the portfolio of partners within the retention and student services
• Send mass texts and emails on behalf of programs at the request of Student Support as required
• Manage the automation of messaging from the CRM to students
• Create and deploy webinars for partners and students as requested
• Reconcile student enrollment numbers in a timely fashion working with APs and Finance
• Follow all process and timeline expectations for data entry and data management in the student database
• Support data report creation and maintenance
• Collaborate with internal and external curriculum stakeholders to obtain the necessary approvals and confirmations and subsequently create, update, and maintain the necessary CRM objects/records
• Work with Coaching Services to ensure accurate biweekly forecasting is maintained
• Other duties as assigned

General Qualifications

• 4-year degree from an accredited institution OR appropriate combination of experience and education
• Minimum of 3 years in previous Higher Education Administration or Student Services work experience highly desired
• Ability to work effectively across teams
• Good oral and written communication
• Work effectively in a fast-paced changing environment 
• Great attention to detail, strong organizational skills
• High comfort level working in technical systems and learning systems, paying attention to detail, and being able to pinpoint incorrect information or data
• Prior experience working with a CRM or database system preferred but not required
• The ability to multi-task, and work well under pressure with tight timelines
• Can-do, proactive, problem-solving disposition 

Boundless competencies:

• Organizationally agile provides context for change to empower others to understand their roles and adapt quickly. Captures and applies lessons learned so that capabilities are quickly and continuously improved
• Influences without authority in working with other parts of Boundless, is open to developing cross functional processes to achieve shared outcomes. Applies different strategies to convince others to change their opinion or plan and wins support from others for ideas
• Prioritizes and makes effective decisions. Uses internal and external sources of information to determine costs and benefits of potential actions aligned to organizational goals, prioritizing the most appropriate one. Presents clear, evidence-based rationale for decisions taken and solutions proposed
• Builds relationships, creates, and maintains relationships, internally and externally, to increase simplicity, efficiency, and shared success. Proactively supports other functions to create commercially practical and innovative solutions
• Outcomes oriented and continuously assesses and tracks against delivery of outcomes – refining approach as required and sharing learnings. Has an in-depth understanding of stakeholder (learner / customer) requirements, including learners and customers, and works in partnership with them to identify desired outcomes
• Focuses on continuous improvement and challenges the status quo where opportunities for improvement are identified
• Develops ideas for improvements into actionable proposals, demonstrating why and how suggestions result in improvements. Executes and follows through improvement initiatives and continuously changes every aspect of our business for the better
• Evidence informed and Translates evidence into actionable insights that lead to improvements. Assesses and selects most appropriate methods, tools, and data sources to collect the required evidence that enables decision making
• Commercially aware and interprets internal/external business challenges and creates commercially practical and innovative improvements to products and services in response. Develops a comprehensive understanding of the competitive landscape to inform operational decision making, create new business and (take advantage of opportunities to) reduce costs or generate growth
• Digitally focused and uses insights into digital trends and patterns to inform decision making and to develop profitable products and services. Focuses on providing a more sophisticated, agile, and effective learner experience through digital technology
• Driven by Customer and Learner Requirements Makes balanced operational decisions with profitability and customer/learner outcomes in mind. Takes personal accountability for ensuring that customer and learner insights are used to deliver market leading products and experiences at every touch point

At Boundless, we believe in the power of difference. Harnessing the unique skills, perspectives, and backgrounds of every employee helps us foster innovation and create the most effective solutions for learners around the world. That is why we are committed to ensuring that diversity and inclusion are embedded into everything we do. We foster a work environment that is inclusive and diverse and where our people can be themselves so we can reflect the customers and learners we serve.

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