Engagement Center Manager

National Research Center for College & University Admissions; Bellingham (WA); On-site; USD 70,000 - 100,000; Full time

Job summary

Encoura seeks an Engagement Center Manager to lead a high-performing team delivering omni-channel outreach to alumni, parents and friends of a college or university. This onsite role in Bellingham, WA focuses on building a strong engagement culture, coaching staff, and driving fundraising program success.

You will oversee day-to-day operations, coordinate with HR, manage the engagement platform, and analyze results to continuously improve performance.

Responsibilities

• Build and supervise a team of part-time Engagement Ambassadors and Supervisors.
• Deliver an exceptional client experience through consistent communication with clients and Encoura internal teams.
• Develop and execute daily outreach strategies using phone, texting, and video to maximize constituent engagement.
• Monitor program performance and adjust tactics to achieve short- and long-term client goals.
• Maintain positive, collaborative relationships with clients, coworkers, and leadership.
• Manage Encoura’s engagement platform to deliver personalized, omni-channel outreach to every constituent.
• Design and implement strategies to motivate and retain staff members.
• Analyze program results and reporting data, including forecasting, projections, and statistical analysis to drive program improvements.

Job description

Role Overview

The Engagement Center Manager (ECM)is responsible forbuilding and leading a high performing team of Engagement Ambassadors who connect with alumni, parents and friends of a college or university or other institution. The ECM enthusiastically motivates staff and leveragesEncoura’sengagement platform to deliver personalized, omni-channel outreach including phone, text, and personalized video to every constituent. This role offers valuable experience in team building, program management, budgeting, and other critical skills needed for long-term success in fundraising and engagement. The ECM works onsite andis responsible formanaging the day-to-day operations of the engagement center’s fundraising program.

A Day in the Life

• Build and sustain a strong engagement culture by recruiting, hiring, coaching, and developing a team of part time Engagement Ambassadors and Supervisors.
• Deliver an exceptional client experience through consistent communication with clients and Encoura internal teams.
• Utilize insights to develop and execute daily outreach strategies that maximize constituent engagement. Examples of daily outreach strategies include telephone, texting, and video.
• Monitor program performance and adjust tactics to achieve both short- and long-term client goals.
• Maintain positive, collaborative relationships with clients, coworkers, and leadership.
• Coordinate efforts with program-specific support teams to ensure seamless execution.
• Manage Encoura’s engagement platform to deliver personalized, omni-channel outreach to every constituent.
• Design and implement strategies to motivate and retain staff members.
• Analyze program results and reporting data, including forecasting, projections, and statistical analysis to drive program improvements.
• Serve as the site’s HR and payroll liaison, coordinating with HR to support staffing, performance management, timekeeping, and compliance.
• Actively monitor program budget and expenses to ensure financial performance and efficiency.

Role Progression

• Within 1 month ,you’ll: Buildstrong stakeholder relationships, understand client goals and obligations, lead effective