Director of Retention

This position is based in the United States and offers a remote work opportunity for eligible employees.

About the role

The Director of Retention will lead a team dedicated to improving student persistence, engagement, and overall success within a mission-driven educational environment. This leadership role focuses on developing high-performing student support teams, strengthening customer service practices, and achieving measurable retention goals. You will combine strategic thinking, data-driven performance management, and relationship-building skills to support students through complex academic journeys. The role offers the opportunity to influence student outcomes, mentor advisors, and create impactful support strategies while fostering a culture of accountability, empathy, and continuous improvement.

Responsibilities

• Lead and manage a team of Student Service Advisors, providing coaching, performance guidance, and support aligned with organizational goals.
• Drive student retention and persistence strategies by monitoring performance metrics, identifying trends, and implementing improvement initiatives.
• Analyze advisor activity, student engagement data, credit hour production, and retention indicators to support performance management decisions.
• Support advisors in resolving complex student challenges, escalating concerns appropriately, and delivering effective solutions.
• De-escalate sensitive student situations while maintaining professionalism, empathy, and alignment with institutional policies.
• Conduct regular team meetings to communicate priorities, share updates, reinforce goals, and promote collaboration.
• Use CRM and reporting tools to evaluate performance, monitor student interactions, and identify opportunities for improvement.
• Review advisor-student communications and provide feedback to improve service quality and student experiences.
• Collaborate with leadership teams to ensure consistent application of retention strategies and departmental objectives.
• Partner with training and development teams to identify skill gaps and create opportunities for team growth.
• Foster a positive team culture focused on accountability, professional development, and meaningful student support.
• Perform additional responsibilities as needed to support retention and student success initiatives.

Requirements

• Bachelor’s degree from an accredited institution required; master’s degree preferred.
• 3-5 years of progressive leadership or management experience, preferably involving customer service teams, advising teams, or performance-driven environments.
• Demonstrated ability to manage teams, achieve measurable goals, and improve operational outcomes.
• Strong verbal, written, and interpersonal communication skills with the ability to build trust and rapport with diverse audiences.
• Excellent customer service, problem-solving, decision-making, and creative thinking abilities.
• Ability to manage complex situations with patience, empathy, confidence, and sound judgment.
• Experience using data, reporting tools, or CRM platforms to monitor performance and guide decisions.
• Ability to adapt quickly to changing priorities, learn new processes, and independently find solutions.
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Collaborative leadership style with a commitment to mentoring and developing team members.
• Passion for supporting learners and contributing to a purpose-driven educational environment.
• Commitment to the organization’s faith-based mission and ability to align professional work with its values and community expectations.

Benefits

• Competitive annual salary range of $55,000-$60,000.
• Comprehensive healthcare benefits.
• Tuition waiver program.
• Generous paid time off.
• Paid organizational benefits and voluntary benefit offerings.
• Matching 403(b) retirement plan.
• Opportunity to work in a mission-driven environment focused on education and student impact.
• Collaborative workplace culture centered on growth, service, and professional development.