Risepoint assists primarily regional universities in increasing their access and impact by making their academic programs available to students online. Founded in 2007, Risepoint's mission is to expand access to high-quality, affordable, and workforce-relevant education, especially for working and adult students. Risepoint brings single-minded dedication to student success, an integrated set of services, and data-driven performance to our collaboration with university partners.

Student Experience is a cross-functional team within the Student Success Center (SSC) dedicated to enhancing every student interaction after lead generation. The Student Experience team collaborates with key stakeholders to develop omni-channel engagement strategies that blend automation with agent-led support, deliver functional training for all student-facing roles, implement scalable tech enablement solutions, and drive performance and insights through a partner-centric approach.

Job Summary

The Director, SSC Analytics will lead the strategic development and execution of data-driven initiatives across the enrollment and student success contact center. This role is responsible for transforming data into actionable intelligence that enhances student engagement, improves enrollment conversion and retention rates, and informs operational excellence. The role works closely with the marketing analytics teams to create end-to-end insights and opportunities. The Director will operate as a visionary leader with deep expertise in analytics, data science, and operations management, particularly in a customer service operations environment.

Key Duties and Responsibilities

Strategic Leadership

• Develop and execute a comprehensive analytics strategy aligned with organizational goals for enrollment and retention.
• Lead cross-functional data initiatives to support student success, contact center performance, and client reporting.
• Compile and translate data into meaningful insights for SSC senior leadership to inform meaningful outcomes and data driven decisions.

Data & Analytics Management

• Oversee the design and implementation of dashboards, reports, and predictive models to monitor KPIs such as lead conversion, enrollment velocity, student persistence, and agent performance.
• Drive segmentation and personalization strategies using behavioral, demographic, and academic data.
• Ensure data integrity, governance, and compliance with FERPA and other regulatory standards.

Operational Optimization

• Partner with SSC leadership to identify performance gaps and recommend data-backed solutions.
• Analyze call center metrics (e.g., handle time, conversion rates, NPS) to improve agent effectiveness and student experience.
• Support the workforce planning and forecasting teams through predictive analytics.
• Work collaboratively with the Marketing Analytics Team to align data efforts and to create end-to-end customer relationship management insights and strategy.

Additional Position Responsibilities

• Perform in accordance with Risepoint policies.
• Perform other duties as assigned.

QUALIFICATIONS

Business, Statistics, Business Analytics or related field; Master’s degree preferred.

Minimum of 5 years of progressive experience in analytics – preferably in a matrixed or call center environment.

Skills/Knowledge/Abilities

Call Center/Customer Service Environment

SQL, Tableau, Power BI, Python/R, CRM Platforms

Understanding of Customer Life-cycle (Client Funnels and Retention)

Storytelling with Data

Risepoint is an equal opportunity employer. We celebrate diversity and are committed to creating an equitable environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other characteristic protected by applicable state or federal laws.