Job Posting Title: Recruiting & Student Services Specialist, Online Education Unit

Job Summary/Overview:

The Online Education Unit at Carnegie Mellon University offers a unique opportunity to be part of an internal "start-up" dedicated to the successful launch and delivery of online graduate degree programs, certificates and professional education.. This new unit will provide marketing, recruiting and student support services to schools across the university with ultimate responsibility for student enrollment and retention. As such, we are seeking individuals who can think strategically about launching and maintaining program enrollment while simultaneously rolling up their sleeves to get it done.

The Recruiting & Student Services Support will report to the Recruiting & Student Services Manager and will play a critical role in directly recruiting and retaining students to meet enrollment and retention goals. They will build strong relationships with prospective students, communicate program benefits and resources through various channels, support them through the application process and eventual matriculation. The Recruiting & Student Services Support will also be the "Slate Guru," managing all aspects of the CRM, Events, Application and Student Success activities. Finally, they will work closely with the academic units for assigned programs to ensure transparency, accuracy and alignment.

The ideal candidate has a proven track record of exceeding enrollment and retention goals, good judgment for effective but appropriate recruiting tactics, technical experience with CRM systems and a student-first mindset. They will have exceptional communication, problem solving and critical thinking skills with an ability to juggle multiple projects simultaneously without losing sight of the big picture. Excitement for helping to build a new department from the ground up is critical.

Your core responsibilities will include:

• Execute the student recruitment and retention strategy; develop a deep understanding of assigned program content, admission requirements and target market to meet enrollment and retention goals. Highlight benefits of the university, school and specific programs to generate interest and excitement with qualified prospective candidates.
• Execute the prospective student nurturing campaign including calls, emails, texts and other methods, successfully balancing the need to meet enrollment goals with appropriate contact cadence. Develop positive relationships with students, encouraging them to pursue our programs when appropriate, guiding them through the application process and supporting them through matriculation.
• Manage the CRM (Slate) including prospective and current student data management, communication plans, campaigns, events, reporting, applications, decision processing, marketing and university integrations. Create reports and dashboards to help inform marketing, recruiting and retention activities. Stay current on Slate updates and enhancements, document processes and best practices and provide training to team members as needed.
• Manage the application process for assigned programs including ensuring submitted applications are complete and supporting the application review and decision process; performing all application related activities in close collaboration with the academic unit to ensure accuracy and transparency.
• Support the delivery of recruiting and onboarding events for assigned programs. Conduct webinars and collaborate with the academic unit for content and alignment.
• Provide student services activities including proactively communicating relevant information and responding to student questions in a timely manner for assigned programs. Identify potential areas of concern that might preclude continued matriculation and address with internal, school or university resources.
• Build strong relationships with academic unit admissions and student services points of contact; collaborate to ensure transparency, accuracy and alignment.
• Maintain current documentation of all projects and processes for transparency and scaling.

Flexibility, excellence, and passion are vital qualities within Division/Department. Inclusion, collaboration and cultural sensitivity are valued competencies at CMU. Therefore, we are in search of a team member who is able to effectively interact with a varied population of internal and external partners at a high level of integrity. We are looking for someone who shares our values and who will support the mission of the university through their work.

You should demonstrate:

• High level of comfort contacting prospective students through a variety of mediums to discuss and promote assigned programs and an ability to build trust and relationships that lead to persistent matriculation.
• Tenacity coupled with good judgment on frequency and tone of recruiting outreach activities. Ability to balance a drive to meet enrollment goals with the brand/reputation of the university, school and program.
• Proficiency managing CRM/Application systems with a focus on data integrity, integration with university and partner systems and reporting tools. Experience with email communication, event management and application processing.
• An understanding of student services best practices and a student-first mentality.
• Exceptional communication and customer service skills; an ability to represent CMU, the schools, programs and unit at a professional level at all times.
• Strong critical thinking and problem solving skills; a bias towards action, even when faced with uncertainty and resistance.
• Ability to work independently, ask for help when needed and make decisions in alignment with department objectives.

Qualifications:

• A minimum of 3-5 years of experience recruiting students or equivalent audiences. Recruiting/Sales experience in other relevant industries will be considered.
• Experience managing a CRM/Application system; Slate experience preferred. Strong technical skills with proven ability to learn a new system will be considered.
• Bachelor's Degree in Communications, Marketing, Higher Education Administration or related field of study required. Master's degree preferred.
• Experience in higher education admissions, marketing or recruiting preferred.
  • A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered.

Requirements:

• Successful background check

Other:

Hybrid work arrangement; fully remote will be considered in the context of the mission. Evenings and weekends as needed to meet recruiting and student support needs.

Are you interested in this exciting opportunity?! Apply today!

CMU's COVID-19 Vaccination Requirements: As a condition of employment, Carnegie Mellon University requires all staff and faculty working in the United States to be fully vaccinated, including a booster when eligible, against COVID-19. Prior to commencement of employment, new hires in the United States must provide proof of vaccination or obtain an approved exemption. (Exemptions may be requested for medical reasons or for religious or strong moral or ethical conviction.) Staff and faculty must comply with all applicable COVID-19 mitigation requirements. Please see Minimum Requirements to Return to Campus for details regarding the university's current COVID-19 mitigation requirements.

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