• 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 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.