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Job Description:
Working in partnership with the institution's Vice President for Enrollment Management, Dean of Admissions, Assistant Vice President of Student Financial Services, and other colleagues within the Student Enrollment and Engagement team, the Assistant Vice President (AVP) of Enrollment Strategy and Operations will work to redefine the service paradigm for applicants and continuing/returning students across all Berklee enrollment areas. The Assistant Vice President of Enrollment Strategy and Operations will lead all technology-driven projects within the enrollment management division in partnership with Information Technology Services. Under the direction of the Vice President for Enrollment Management, the AVP of Enrollment Strategy and Operations will leverage new technologies, current institutional assets, opportunities, and best practices from the service design and user experience industries to create a best-in-class service and communication model for all constituents associated with the admissions, financial aid, registration, billing, and enrollment experiences, including students, parents, educators, alumni, guidance counselors, and others.
This position oversees enrollment operations to maximize the effectiveness of the undergraduate, graduate, and other college programs. This position will oversee the Director of Enrollment Operations to effectively measure KPIs/enrollment targets and overall streamlined admissions and enrollment processing.
This position also oversees the Director of the One-Stop Student Service and the operation of the One-Stop, including the frontline and back-office initiatives, to centralize, optimize, and improve the student experience for both entering and continuing students. The team manages all incoming communications via phone, email, and walk-in traffic for many areas of the institution, including admissions, registrar, student financial services, and more.
In addition, this role will oversee the Office of the Registrar's review processes, policies, and staffing to identify and capitalize on opportunities for improvement that optimize efficiencies and services.
This role will also collaborate closely with the Department of Enrollment Analytics to ensure the advancement of data integrity, data access, analytics, and reporting capabilities that support the setting and achieving of the institution’s recruitment and enrollment goals.
Further, the position oversees the implementation and usage of software designed to improve operational efficiency with this team, including TargetX, Salesforce, and Marketing Cloud.
Essential Duties and Responsibilities:
- Redefine and improve the service paradigm for all applicants, entering and continuing students.
- Lead all technology-driven projects within the enrollment management division in partnership with Information Technology Services.
- In collaboration with crucial area directors, lead the effective creation and coordination of an annual unified operations calendar for all recruitment, application, and enrollment activities for Berklee College of Music, Boston Conservatory at Berklee, Summer Programs, Valencia, and BerkleeNYC.
- Oversee Berklee’s One-Stop, including the frontline and back-office operations teams.
- Oversee the Office of the Registrar optimize efficiencies and services.
- Collaborate with the Department of Enrollment Analytics to strategically develop and maintain advanced recruitment and retention models and ensure alignment with annual enrollment and success goals.
- Guided by the Thrive objectives, oversees the execution of operations and analytics in support of recruitment, financial aid outcomes, registration, and retention strategies designed to meet the college's enrollment objectives for undergraduate, graduate, and online admissions.
- Ensure collaboration and consistent communication across service areas at Berklee to identify possible opportunities to enhance the enrollment process.
- Oversee a collaborative and coordinated team comprising all enrollment areas, including admissions, financial aid, registration, bursar, housing, and others, so operations, analytics, systems, and service follow student-centric best practices.
- Play a core role in implementing Berklee’s Student Information System to facilitate industry-leading student-centric collaboration across all enrollment areas.
- Serve as a member of the Vice President for Enrollment Management leadership team providing enrollment strategy and vision concerning the college/conservatory goals.
- Collect, analyze, and evaluate data to ensure that the school's strategic and annual enrollment goals are met. Play a vital role in introducing and managing technology-based enrollment initiatives, particularly those aimed at improving recruitment, financial aid, and retention strategies.
- Represent enrollment on various college/conservatory-wide committees. In collaboration with the Associate Director for CRM Services, broadly oversee the maintenance and enhancement of the Salesforce CRM, One Berklee Application, and Admissions Portal, serving all enrollment programs, including but not limited to Undergraduate and Graduate programs, Summer Programs, Valencia, BerkleeNYC, and Boston Conservatory at Berklee.
Capabilities Required (Experience, Education, Skills)
1. College degree in business administration or equivalent.
2. 10+ years of successful managerial experience in enrollment management and customer service.
3. Demonstrated leadership/coaching skills.
4. Record of successful management experience, including process development,
implementation, recruitment, and project management skills.
5. Appreciation of education, music, and the performing arts.
6. Proven ability to drive and increase conversion rates.
7. A strong knowledge of current technology, including CRM systems, and experience in data-driven decision-making.
8. Has demonstrated expertise with customer retention programs and strategies.
9. Excellent communication skills (written and oral); ability to work effectively with a diverse client base; strong interpersonal skills.
10. Strong organizational skills, including strong analytical skills/judgment.
11. A strong understanding of Internet-based business and Web-related research.
12. A high degree of professional maturity, creativity, and energy is required.
13. Strong organizational skills and the ability to meet deadlines, prioritize and work on multiple projects simultaneously with excellent efficiency and attention to detail.
14. Strong presentation skills with a focus on Berklee philosophy, pedagogy, and technology,
15. Ability to interact effectively with individuals and groups at various college levels.
16. Must be a self-starter who works well with others in a team-oriented environment.
17. Ability to handle confidential matters with integrity and complete confidentiality.
This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.
Diversity, Equity, Inclusion & Equal Employment Opportunity at Berklee:
We support an inclusive workplace where everyone excels based on personal merit, qualifications, experience, ability, and job performance. Berklee affirms that inequality is detrimental to our faculty, staff, students, and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth, gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or veteran of the armed forces, or any other category protected by federal, state, or local law.
As part of this commitment, Berklee will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment, please get in touch with the Human Resources Team at
hroperations@Berklee.edu
or call 617-747-2375.
Berklee is committed to increasing the diversity of our institution, community, and curriculum. Candidates who contribute to that goal are encouraged to apply and identify their strengths in this area.
*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions.*
Employee Type:
Staff