Requisition Number 19-1474
Title Manager, Enrollment Document Processing
City Herndon State VA

Description
SUMMARY: The Manager, Enrollment Document Processing oversees a team responsible for facilitating accurate and efficient processing of student documents. This role ensures business service level agreements are achieved and superior customer service is provided to both internal and external clients. This role is also responsible for meeting budget goals, forecasting for staff needed for each enrollment season, managing vendor performance as well as implementing strategic projects to enhance the document processing step of the enrollment process. Reporting to the Director, Enrollment Services this role develops and implements departmental goals, and collaborates with Operation Managers, IT, Executives and the School Managers to build strong relationship and meet/exceed Enrollment goals.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Maintains knowledge of K12 products and understands the enrollment processes related to supported schools in order to serve as a subject matter expert managing changes and updating key information for Document Processing team as needed;
• Continually enhances skills and shares knowledge gained with Supervisors and Document Processors;
• Ensures team members meet team and individual service level agreement goals and other departmental objectives;
• Ensures documents are correctly and accurately processed in accordance with all school polices/procedures;
• Identifies trends or potential issues and escalates accordingly in a timely fashion;
• Works with internal groups to establish prioritization procedures and correct system processes;
• Ensures regular quality assurance checks, audits and coaching are performed to ensure customer service and productivity levels are met;
• Ensures document pipeline is maintained at all times for the number of resources scheduled;
• Collaborates with business operations to forecast, implement and track against departmental goals;
• Participates in the development of business plans and ensures the department meets/exceeds budget;
• Collaborates with the Enrollment Services Managers to enhance specific school relationships and messaging to the internal team;
• Addresses high-level customer and school escalations.
• Launch additional outsourcers to help meet staffing needs during peak season and manage vendor performance per contractual terms
• Responsible for developing and implementing strategic projects to enhance the document processing experience. Participate in all initiatives as a business stakeholder who can make decisions for the enrollment center based on an overall understanding of the Enrollment Center and K12's business goals.
Requirements
MINIMUM REQUIRED QUALIFICATIONS:
• Bachelor's Degree AND
• Three to Five (5) years of previous management experience (employees/contractors/ vendors) AND
• Budget/Strategic Planning and Implementation a MUST
• Equivalent combination of education and experience

Certificates and Licenses: None required.

OTHER REQUIRED QUALIFICATIONS:
• Strong leadership skills
• Effective verbal and written communications skills
• Proven ability to hire, train, develop, coach and motivate a team of professionals
• Strong positive attitude and work ethic
• Ability to multi-task in a fast-paced, results-driven environment
• Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.
• Ability to pass required background check

DESIRED QUALIFICATIONS:
• Call Center experience
• Educational industry experience