Senior Manager, Enrollment Enablement

About the role

Enrollment enablement is where hesitation turns into confidence - we uncover what's holding a prospect back, address it with clarity and proof, and help them enroll in a program they can feel proud to complete. As the Senior Manager, Enrollment Enablement, you'll lead the day-to-day operation that guides prospective learners through key moments in their enrollment journey - with speed, consistency, and a high bar for quality - and you'll build the staffing and operating systems that allow that experience to scale. This is a hands-on people leadership role with real operational weight. You'll lead a frontline team through complex cases and high-intent conversations, set clear performance and experience expectations, and partner cross-functionally (product, growth, operations) to improve the workflows, tools, and insights that increase assisted conversion and learner confidence.

Responsibilities

• Lead the team and raise the bar
• Lead, coach, and develop a junior, hourly, or part-time frontline team handling high-intent prospective learner conversations.
• Set clear expectations for judgment, speed, accuracy, and experience, and coach to performance using consistent feedback loops.
• Handle escalations, partner concerns, and complex cases, ensuring issues are resolved with accountability and care.
• Build a culture of executional excellence and uncompromising experience standards - the work is fast, but it's never sloppy.
• Build staffing discipline and operating rigor
• Own forecasting, capacity planning, and utilization - building staffing models that match demand and protect service levels as volume grows.
• Run day-to-day performance across coverage, responsiveness, and assisted conversion, adjusting staffing, workflows, and priorities in real time.
• Create sustainable ways to track and report activities, costs, and impact so decisions get better over time.
• Drive outcomes with the right metrics
• Define and own the core KPIs for enrollment enablement (conversion, yield, speed to convert) and use activity metrics as drivers.
• Set activity expectations that support those KPIs, then coach reps based on what moves results.
• Hold the team accountable for enrollment outcomes with a management approach that is direct, fair, and informed.
• Standardize the experience through systems and processes
• Expand our current capabilities by designing repeatable systems that can scale with our business growth.
• Build and enforce processes that ensure accuracy and consistency across every learner interaction.
• Establish and evolve SLAs for speed, accuracy, quality, and learner experience, and lead team execution to deliver against them consistently.
• Build standardized workflows and playbooks so great interactions are not dependent on individual expertise.
• Implement and iterate on tools and processes that make quality repeatable and scalable.
• Be a cross-functional driver
• Turn enrollment enablement interactions into actionable insights that inform messaging, journey improvements, and process optimization.
• Partner with product and growth to align priorities, requirements, and execution plans that improve learner experience and assisted conversion.
• Drive cross-functional follow-through on enrollment enablement priorities, owning your team's impact end to end.

Requirements

• Outcome-oriented people leader: You've managed junior, hourly, or part-time teams and know how to coach through complex cases, deliver performance feedback, and hold a clear bar for results.
• Operationally disciplined: You've collaborated with an executive to own forecasting, capacity planning, and utilization, and you can build staffing and operating systems that scale.
• Execution-first with high standards: You deliver consistent, fast, high-quality experiences and don't compromise on accuracy or learner trust.
• Systems-minded builder: You naturally turn messy realities into repeatable workflows, playbooks, and tools that make the operation stronger over time.
• Strong cross-functional partner: You bring business acumen, align partners around priorities, and drive execution to deliver measurable outcomes.
• Comfortable owning the hard stuff: You handle escalations and partner concerns calmly, protect the learner experience, and strengthen the underlying system so it happens less over time.
• Data-led operator: You use qualitative insight and metrics together, define the right KPIs, an

Additional Information

About Ziplines Ziplines Education is a category-leading education company that partners with universities to deliver industry-focused certificate courses that prepare professionals for today's digital-first workforce. Each year, we have the opportunity to help thousands of career advancers build the knowledge, skills, and credentials they need to move their careers forward. 92% of learners would recommend our programs, and our net promoter score is consistently in the excellent range. Together, we empower adult learners to confidently pursue the career they've always wanted.

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