What are the responsibilities and job description for the Assistant Director, Student Engagement Center position at Carnegie?
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As the Assistant Director, Student Engagement Center, you will lead and coach a team of student advisors who support prospective students across our higher education client portfolio. You will run daily contact center operations, build smart outreach strategies across phone, SMS, email, and virtual channels, and use data to keep enrollment pipelines moving efficiently across flexible service hours.
What You’ll Own
Team Leadership & Call Center Operations
This role places you directly at the center of how prospective students experience higher education. By combining team leadership with data-driven operations, you will directly help partner institutions meet their enrollment goals while guiding students through every stage of their application journey.
About Carnegie
For more than 30 years, Carnegie has been a leader and innovator in higher education marketing and enrollment strategy, offering groundbreaking services in the areas of Research, Strategy, Digital Marketing, Lead Generation, Slate Optimization, Student Search, Website Development, and Creative that generate authentic connections.
Learn more about who we are, what we do, and what we care about.
No phone calls or unscheduled visits to the office, please. Carnegie is an equal-opportunity employer.
Solutions
- Enrollment
- Student Success
- Branding
- Institutional Strategy
- Digital Advertising
- Rice University
- Ohio Wesleyan University
- The University of Mississippi
- Kettering University
- Florida Southern College
- University of Texas at Tyler
- See All
As the Assistant Director, Student Engagement Center, you will lead and coach a team of student advisors who support prospective students across our higher education client portfolio. You will run daily contact center operations, build smart outreach strategies across phone, SMS, email, and virtual channels, and use data to keep enrollment pipelines moving efficiently across flexible service hours.
What You’ll Own
Team Leadership & Call Center Operations
- Recruit, train, coach, and evaluate student advisors in a fast-paced contact center environment.
- Set clear metrics for service quality, conversion targets, and regulatory compliance, partnering with Quality Assurance to track representative performance.
- Work with workforce management to match staffing models with real-time inquiry and application volume.
- Build and execute strategic outreach plans across phone, email, SMS, and virtual channels to maximize application volume, yield, and start rates.
- Lead recruitment initiatives, including call campaigns, virtual open houses, and online info sessions to build trust and boost conversion rates.
- Partner with marketing and academic leadership to align daily engagement strategies with overall institutional recruitment goals.
- Oversee full-lifecycle admissions workflows, including inquiry management, document collection, interview coordination, and admissions decisions.
- Build and sustain strong relationships with client schools through consistent communication and meeting enrollment pipeline targets.
- Maintain complete compliance with FERPA, institutional policies, accreditation standards, and federal and state regulations, keeping documentation audit-ready.
- Track leads, applications, and key enrollment milestones using CRMs and contact center software like Slate and Five9.
- Analyze conversion funnels, channel effectiveness, and representative productivity to fix operational bottlenecks and optimize staffing.
- Deliver concise performance and enrollment analytics to executive leadership.
- Experience leading high-performing contact center teams in higher education, admissions, enrollment services, career education, or adult learning.
- Bachelor’s degree preferred, or equivalent professional experience in a related field.
- Hands-on expertise with admissions CRMs (e.g., Slate), SIS platforms, productivity suites (Google Workspace), and telephony tools (e.g., Five9, Zoom).
- Experience with modern contact center tech stacks and AI workflows, including Five9 analytics, Workforce Management (WFM) tools, and Quality Assurance platforms (Virtual Observer).
- Advanced process design skills to build, refine, and scale admissions and workflow operations in high-volume, logistically complex settings.
- Proven ability to balance strict, metrics-driven performance with a warm, student-centered service philosophy.
- Excellent communication skills with strong cross-functional influence to drive operational results, align internal teams, and manage client expectations.
- Superior prioritization, time management habits, and meticulous attention to detail.
This role places you directly at the center of how prospective students experience higher education. By combining team leadership with data-driven operations, you will directly help partner institutions meet their enrollment goals while guiding students through every stage of their application journey.
About Carnegie
For more than 30 years, Carnegie has been a leader and innovator in higher education marketing and enrollment strategy, offering groundbreaking services in the areas of Research, Strategy, Digital Marketing, Lead Generation, Slate Optimization, Student Search, Website Development, and Creative that generate authentic connections.
Learn more about who we are, what we do, and what we care about.
No phone calls or unscheduled visits to the office, please. Carnegie is an equal-opportunity employer.