Engagement Center Manager

The Engagement Center Manager oversees digital and traditional outreach to alumni, parents and friends of a university; hiring and leading university students and leveraging RNL's engagement platform to deliver personalized outreach to every constituent via text, video, mail, and phone.

Responsibilities Include:

• Creating a strong engagement culture by hiring, leading and developing a team of student leaders and representatives
• Deliver a great client experience by engaging daily with our client and RNL team
• Leverage Insights to develop and execute a daily strategy for constituent outreach
• Monitor and adjust tactics to achieve client goals, both short and long-term

Engagement Center Managers work within the areas of Fundraising or Enrollment.  Additionally, there are two assignment options – to permanently relocate to manage one program or to consistently travel managing multiple programs.

ESSENTIAL DUTIES/RESPONSIBILITIES: (not limited to)

• Maintain positive relationships with clients, subordinates, and senior management
• Management of Engagement Center student staff (Engagement Ambassadors)
• Coordinate program specific support team efforts
• Leverage RNL's engagement platform to deliver personalized outreach to every constituent via text, video, mail, and phone.
• Recruiting/Interviewing/Training Engagement Ambassadors and Supervisors
• Design and implement techniques to provide encouraging staff motivation & retention
• Data analysis and project reporting, including forecasting and projections
• Setting, meeting, and exceeding goals, tracking progress and statistical trending
• Site specific Human Resources (including new hire training, human resources paperwork, payroll / hours entry and submissions etc.).
• Actively monitoring site specific budget
• Other functions as deemed necessary by circumstances

QUALIFICATIONS: Education, Licenses/Certifications, Skills and Work Experience:
Required:

• Bachelor's degree or greater
• Experience leading or managing in a non-profit fundraising environment; higher education fundraising preferred.
• Strong supervisory and leadership ability demonstrated in past work experience
• Demonstrated organizational skills that support successful managing of a multi-faceted engagement center and accompanying student staff
• Excellent spoken and written communication skills
• Ability to create and execute a recruitment / staffing plan to fill and maintain the Engagement Representative role, including using online and print media as well as in-person job events and fairs.
• Multi-task oriented, with capabilities to effectively execute multiple managerial duties simultaneously
• Must be able to analyze statistics and offer insight into statistical trending of program/project; a comfort with mathematics is preferred.
• Proficient in Microsoft Office (specifically Microsoft Word, PowerPoint, and Excel)
• Ability to thrive in a remote environment with limited oversight.
• Dedication to a unique afternoon and evening schedule (Sunday – Thursday, 12:30 pm to 9:30 pm)
• Ability and willingness to complete a new hire training program that requires travel (anticipated at 4-8 weeks).
• Valid US driver's license, exceptions may be considered for relocation opportunities with accessible, reliable public or private transportation.
• Ability and willingness to travel if assigned a traveling role.  Travel assignments will require temporary or continual travel that requires consistent overnight accommodations.
• Must be able to work in an environment where the noise level is moderate
• This job operates in an office setting and routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets
• This is largely a sedentary role; Infrequent light physical effort is required (minimum of five pounds)

Preferred:

• Experience utilizing RNL's engagement platform
• Engagement or Calling Center and/or Annual Fund management experience
• Management experience working in a higher education fundraising environment