**Purpose of the position**   Reporting to the Regional Enrollment Manager, the Family Enrollment Supervisor will oversee the daily workflow and operations of the Family Enrollment Counselor (FEC) team. The FEC team consists of enrollment specialists who provide customer service to Connections Academy families and school-based staff. The team provides expert support to assist prospective families through the enrollment process. FECs provide a critical link between Connections Academy and our families, facilitating professional, sensitive, informative, and responsive interactions that lead to positive and productive relationships. With responsibility for a regional group of Family Enrollment Counselors, the Supervisor will manage the performance of their team to optimize efficiency, quality, and outcomes. The Supervisor will maintain thorough knowledge of enrollment requirements for each Connections Academy school in their region, with awareness of enrollment caps, deadlines, required documentation, and special processes. The Supervisor is expected to build a high-performing team and coach their direct reports to consistently meet and exceed our customer service expectations. A successful candidate will demonstrate superior time management, delegation, and organizational skills, and must excel at coaching and developing employees.  **Core tasks & responsibilities**   + Assist in driving key performance indicators, enrollment goals, and priority workflow for focused school-specific outbound task forces.  + Ability to analyze data and enrollment reporting to identify productivity concerns or enrollment pipeline opportunities to help drive enrollment goal success.   + Manage daily operations oversight and execution, including directing team workflow, supervising staff, resolving employee issues, and prioritizing department goals and projects.  + Play a leading role in supporting and developing Family Enrollment Counselors, Team Leads, and Liaisons by way of regular meetings, goal setting, and a strong focus on ongoing formal and informal coaching.  + Monitor team members’ quality and productivity to improve performance, meet department goals, and establish improvement plans when necessary.  + Track, analyze, and report on team metrics, and meet key performance indicators of service levels, customer satisfaction, enrollment conversion rates, and other measures of success.  + Maintain consistent communication with the Regional Enrollment Manager and other members of leadership to address potential concerns and discuss overall team performance.  + Constantly innovate and improve enrollment processes and workflow approaches to drive efficiency and expedite enrollments.  + Manage staffing needs through interviewing, hiring, and onboarding.  + Maintain awareness of school information such as enrollment processes, enrollment caps, deadlines, and special projects, and serve as a subject matter expert for FECs and other stakeholders.  + Work with regional Liaison to maintain strong relationships with partner schools and ensure that the FEC team has the training and ability to meet school needs.  + Oversee FEC compliance with departmental and company policies, taking disciplinary action as required.  + Track and approve leave requests, timesheets, and other administrative tasks as needed.  + Ensure exceptional customer experience, including communicating with clients who have complaints and handling complex escalated situations.  + Collaborate with departments to ensure that all resources are consistent and up-to-date, and to facilitate successful processes, strategies, and interdepartmental initiatives.  + Other duties as assigned.  **Qualifications**   + Demonstrated consultative sales experience and management of high-volume call metrics  + Demonstrated application and knowledge of KPI’s that are predictive of enrollment conversion success   + Proven experience supporting families and schools with complex enrollment requirements and/or 2+ years of demonstrated phone-based remote, phone-based admissions experience  + Demonstrated success with developing and driving a team of enrollment counselors to deliver quality enrollment conversions from inbound and outbound communication.  + Bachelor's Degree required  + 1+ years of supervisory or management experience strongly preferred   + Ability to serve as an effective leader, coach, motivator, and mentor  + Comprehensive knowledge of customer service and call handling procedures  + Excellent interpersonal skills, and written and oral communication skills  + Strong computer skills, including proficiency in Microsoft Excel and Outlook 365 suite  + Excellent data analysis skills  + Ability to work as part of a team to prioritize, plan, and deliver positive outcomes  + Ability to multitask and manage competing priorities  + Highly organized, attentive to detail, self-motivated, and committed to quality work  + Ability to manage stressful situations in a calm, courteous and efficient manner  + Ability to work in a fast-paced environment and make quality, informed decisions  + Comprehensive skills in Connexus and Pearson systems preferred  + Must be willing to work shift work to support assigned time zones.  **Competencies**   + **Manages Complexity**  - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems and successfully cultivate and nurture families in an enrollment pipeline with complex enrollment requirements.   + **Drives Results – ** Consistently achieving results, even under tough circumstances.   + **Drives Engagement – ** Creating a climate where people are motivated to do their best to help the organization achieve its objectives. ** **   + **Builds Effective Teams - ** Building strong identity teams that apply their diverse skills and perspectives to achieve common goals.  + **Collaborates - ** Building partnerships and working collaboratively with others to meet shared objectives.  + **Directs Work - ** Providing direction, delegating, and removing obstacles to get work done.  + **Organizationally Savvy - ** Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.  + **Situational Adaptability**  - Adapting approach and demeanor in real time to match the shifting demands of different situations.   + **Optimizes Work Processes ** - Identifies the most effective and efficient processes to get things done, with a focus on continuous improvement.   + **Communicates Effectively**  - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.   + **Resourcefulness**  - Securing and deploying resources effectively and efficiently.   + **Nimble Learning ** - Actively learning through experimentation when tackling issues, using both successes and failures are learning fodder.   + **Ensures Accountability**  - Holding self and others accountable to meet commitments.   + **Action Oriented ** - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.   + **Customer Focus - ** Building strong relationships and delivering customer-centric solutions  Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York State, New York City, Vermont, Washington State, and Washington DC laws, the pay range for this position is as follows:    **Minimum full-time salary range is between $50k - $55k annually.** This position is eligible to participate in an annual incentive program, and information on benefits offered is here Applications will be accepted through **January 30, 2026** . This window may be extended depending on business needs. **Who we are:** At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson. Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com. **Job:** Sales **Job Family:** GO\_TO\_MARKET **Organization:** Virtual Learning **Schedule:** FULL\_TIME **Workplace Type:** Remote **Req ID:** 22113