Remote Re-Enrollment Navigator

Project Kitty Hawk, Inc.; North Carolina; On-site; USD 36,000 - 51,000; Full time

Benefits offered by this job

Medical/dental/vision coverage

401K with match

Paid time off

Job summary

Project Kitty Hawk, Inc. is seeking a Re-Enrollment Specialist to contact students who paused their degree path and guide them toward readmission read more efficiently within UNC System institutions.

You will manage a high-volume outreach process, maintain a structured CRM pipeline, and track readmission progress, timelines, and campus handoffs in Education Cloud. A Bachelor’s degree and strong communication are essential.

Qualifications

• Bachelor’s degree required.
• 1+ years of experience in higher education admissions, advising, re-enrollment, or student recruitment, OR equivalent experience in high-volume outbound outreach or customer success.
• Preferred: Experience with readmission or registrar processes, adult and “some college, no credential” learners, or the UNC System.
• Comfort and consistency with high-volume outbound calling, including persistence and resilience with cold and re-engagement outreach.
• Ability to learn, compare, and accurately apply differing policies and processes across multiple institutions.
• Strong discovery and listening skills, with the ability to build trust quickly with students who may feel uncertain about returning.
• Knowledge of the challenges and needs specific to adult and returning learners.
• Knowledge of and experience with CRM platforms (Salesforce/Education Cloud preferred) and outbound dialer or texting tools.
• Attention to detail and discipline in documentation and data entry; comfort sharing data-informed feedback.
• Knowledge of the Family Educational Rights and Privacy Act of 1974 (FERPA).
• Ability to exercise discretion, professionalism, and good judgment and maintain confidentiality.

Responsibilities

• Execute high-volume outbound contact (call, text, email) to stopped-out students, prioritizing campaign responders and assigned segments in alignment with established cadences and content guidelines.
• Conduct discovery conversations to understand each student’s reasons for stopping out, current goals, and barriers to return.
• Guide students through their next step, from selecting a pathway to starting the readmission or re-entry application, and confirm a warm handoff to the appropriate campus contact.
• Manage a personal pipeline in the CRM (Education Cloud), maintaining accurate dispositions, campus of origin and destination, and next actions.
• Monitor individual metrics, including contact rate, conversations, application starts, and campus handoffs, and take corrective action to improve results.
• Conduct long-term nurturing follow-up to student completers to gather information on student experience, success, and retention.
• Develop and maintain working knowledge of the readmission policies, processes, and deadlines of each participating UNC System institution.
• Use the Re-Enrollment campus knowledge base to identify the correct pathway for each student’s situation and set accurate expectations about requirements and timelines.
• Apply System and campus operating rules on where a student may return (e.g., home-campus-first) and elevate exceptions or unclear cases to the REM.
• Capture structured, consistent data on stop-out reasons, barriers, and outcomes so the program can segment, prioritize, and report accurately.
• Share regular feedback with the REM on messaging performance, list and data quality, and recurring student objections to inform campaign and cadence adjustments.
• Flag policy changes, process friction, and discrepancies between published campus policy and student experience, and contribute updates to the knowledge base and team playbooks.
• Close the loop with campus partners on handoffs, confirming receipt and tracking returned outcomes to identify where students stall after reconnection.
• Partner with the REM and campus re-enrollment, registrar, and admissions contacts to resolve student questions and smooth the path back.
• Collaborate with PKH Marketing, Operations, and Analytics teams on campaign timing, list updates, and reporting.
• Ensure the accuracy, completeness, and timeliness of all student records and CRM data in the RES’s personal pipeline.

Skills

Outbound calling

CRM platforms

FERPA knowledge

Attention to detail

Communication skills

Time management

Listening skills

Education

Bachelor’s degree

Tools

Salesforce

Education Cloud

Texting tools

Job description

Project Kitty Hawk, Inc. is seeking a Re-Enrollment Specialist to contact students who paused their degree path and guide them toward readmission read more efficiently within UNC System institutions.

You will manage a high-volume outreach process, maintain a structured CRM pipeline, and track readmission progress, timelines, and campus handoffs in Education Cloud. A Bachelor’s degree and strong communication are essential.