Job: Executive Director of Admissions - Military Team

Executive Director of Admissions - Military Team
Kaplan Division: Kaplan University
City: Boca Raton
State/Province: Florida Position Type Full Time
Job Level: Executive

Job Description
Purpose of the Job/Principal Responsibilities:
As a key member of the Admissions team, the Executive Director of Military Admissions oversees student acquisition activities of the Military Admissions Department and the overall performance of these teams. The Executive Director of Process Improvement is responsible for affecting significant and measurable improvement processes in Customer Experience Operations through process analysis, reengineering, optimization and documentation as well as development of technology, process, and procedure and other process optimization tools or strategies. Additionally, this person is responsible for marketing, Financial Aid, Academic Advising and all other touch points of the military student acquisition and retention process. Success in the position will be measured by standard KU performance metrics such as enrollment and start goals, improving the enrollment conversion rate, employee retention, staff development, attrition and special projects as assigned in support of the Admissions Department. The EDOM of Admissions manages the Military Ombudsman group responsible for dealing with unique issues, complaints and preventative process improvement of the entire military vertical.

Additionally, this position has P&L responsibility. The goal of the EDOM of Admissions is to instill a sense of team responsibility, team leadership and ultimately improve the student start rate through quality customer service, team performance and follow up. An integral part of the EDOM of Admissions position is to develop the management team to ensure the overall skill development of the team while looking at the military student market segment and making process improvements to increase market share as well as the student experience regarding acquisition and servicing of the military student.

Typical activities for the Executive Director of Military Admissions include:

*Manage the day-to-day performance of the Military teams and the Ombudsman
*Insure your teams meet their established enrollment and start goals as outlined by the VP of Admissions
*Develop strategies and reengineering approaches that ensure linkage between military processes, departments, work unit teams and organizational structures and technology in order to develop unified and consistent business approaches and performance improvement outcomes.
*Support the management team in identifying and determining organizational process performance improvement opportunities and needs. Identify key operational, financial and historical measurements to use for process improvement metrics through a variety of data collection techniques.
*In conjunction with department managers, establish goals to ensure that key measurements and milestones are identified prior to engagement of initiative and are met throughout the course of each project.
*Analyze your team's statistics to detect positive/negative performance trends and develop action plans to increase/correct those trends
*Identify team members who are not performing at the expected levels of quality and quantity to meet their goals
*In concert with your directors, when necessary, initiate a plan, administer and monitor progress of admissions advisors placed in warning or probationary status due to poor performance and follow established procedures if the termination of an employee is warranted
*Provide supplemental training for management and advisors based on their statistics
*Work individually with all management team members increase this departments overall conversion and cost per acquisition performance
*Provide ongoing management training for all members of the management team
*Insure the your team is appropriately staffed by conducting interviews for hire of prospective admissions management and advisors
*Work in harmony with our Marketing Department, Operations team, Call Center Solutions, Business Intelligence Group and others to insure lead flow, call routing, telephony, policy and procedure, etc. is sufficient to meet our needs
*Assist VP of Admissions with special projects
*Preparation of annual performance reviews for the subordinates and other direct and indirect reports as assigned
*Other tasks as assigned by the VP of Admissions
Experience Required:
*Minimum of 4 years experience in either an on-line education or teleservices company in a senior managerial position.
*Prior military service required, preferably as a captain, major or lieutenant colonel of any US Armed Service
*College degree, MBA preferred
*Product and procedural knowledge
*Positive attitude and willingness to help others
*Capable of accomplishing multiple tasks within specific periods of time
*Excel