Director of Retention

The Director of Retention is responsible for leading retention initiatives, managing student service teams, and ensuring advisors have the tools, guidance, and support needed to improve student success. This role requires strong leadership, analytical thinking, and the ability to navigate complex student situations while maintaining a high standard of service.

• Lead and manage a team of Student Service Advisors, providing coaching, performance guidance, and support aligned with organizational goals.
• Drive student retention and persistence strategies by monitoring performance metrics, identifying trends, and implementing improvement initiatives.
• Analyze advisor activity, student engagement data, credit hour production, and retention indicators to support performance management decisions.
• Support advisors in resolving complex student challenges, escalating concerns appropriately, and delivering effective solutions.
• De-escalate sensitive student situations while maintaining professionalism, empathy, and alignment with institutional policies.
• Conduct regular team meetings to communicate priorities, share updates, reinforce goals, and promote collaboration.
• Use CRM and reporting tools to evaluate performance, monitor student interactions, and identify opportunities for improvement.
• Review advisor-student communications and provide feedback to improve service quality and student experiences.
• Collaborate with leadership teams to ensure consistent application of retention strategies and departmental objectives.
• Partner with training and development teams to identify skill gaps and create opportunities for team growth.
• Foster a positive team culture focused on accountability, professional development, and meaningful student support.
• Perform additional responsibilities as needed to support retention and student success initiatives.

Requirements:

The ideal candidate is an experienced people leader with a background in customer service, student support, advising, or related fields. You should have strong communication skills, a problem-solving mindset, and the ability to motivate teams in a fast-paced environment.

• Bachelor’s degree from an accredited institution required; master’s degree preferred.
• 3–5 years of progressive leadership or management experience, preferably involving customer service teams, advising teams, or performance-driven environments.
• Demonstrated ability to manage teams, achieve measurable goals, and improve operational outcomes.
• Strong verbal, written, and interpersonal communication skills with the ability to build trust and rapport with diverse audiences.
• Excellent customer service, problem-solving, decision-making, and creative thinking abilities.
• Ability to manage complex situations with patience, empathy, confidence, and sound judgment.
• Experience using data, reporting tools, or CRM platforms to monitor performance and guide decisions.
• Ability to adapt quickly to changing priorities, learn new processes, and independently find solutions.
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Collaborative leadership style with a commitment to mentoring and developing team members.
• Passion for supporting learners and contributing to a purpose-driven educational environment.
• Commitment to the organization’s faith-based mission and ability to align professional work with its values and community expectations.

Benefits:

• Competitive annual salary range of $55,000–$60,000.
• Remote work opportunity for eligible U.S.-based employees.
• Comprehensive healthcare benefits.
• Tuition waiver program.
• Generous paid time off.
• Paid organizational benefits and voluntary benefit offerings.
• Matching 403(b) retirement plan.
• Opportunity to work in a mission-driven environment focused on education and student impact.
• Collaborative workplace culture centered on growth, service, and professional development.