Manager, Online Enrollment - Online Programs, Academic Innovation

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of higher education, biomedical discovery and healthcare within one visionary institution. As the third-largest research university in Texas and a Carnegie R1-designated institution, UT San Antonio is a model of access and excellence — advancing knowledge, social mobility and public health across South Texas and beyond. UT San Antonio serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education and more. With 17,000 faculty and staff, UT San Antonio has also been recognized as a Top Employer in Texas by Forbes Magazine. Learn more online, on UT San Antonio Today or on X, Instagram, Facebook, YouTube or LinkedIn.

Salary Range: Up to $80,750 annualized, commensurate with education, experience, and qualifications.

Job Type: Full Time

Posting Close Date: Applications will be accepted through 11:59 PM CDT on 10/19/2026. At the discretion of the hiring department, this posting may close once a sufficient number of qualified applications have been received.

Required Application Materials:

• Resume is required.
• Cover letter is required.
• Contact information for three professional references.

Job Summary

The Manager of Online Enrollment provides direct leadership and operational management for the UT San Antonio Online Enrollment Counselor team. Reporting to the Assistant Director of Online Enrollment, the Manager directly supervises Enrollment Counselors and Senior Enrollment Counselors and is responsible for daily staffing, workflow, pipeline management, coaching, performance management, conversion execution, and service quality. The Manager translates enrollment priorities established by the Assistant Director of Online Enrollment and AVP of Online Programs into clear team expectations and measurable counselor actions. The position monitors individual and team performance, identifies barriers affecting counselor execution, implements approved operational improvements, and escalates strategic, institutional, technological, or cross-functional issues to the Assistant Director. In partnership with the QA Coordinator, the Manager uses quality findings, student feedback, activity
data, and conversion results to strengthen counselor performance and ensure prospective students receive timely, accurate, and consistent support throughout the enrollment process.

Core Responsibilities

1. Directly supervises, coaches, develops, and evaluates Enrollment Counselors and Senior Enrollment Counselors, including establishing expectations, conducting regular individual meetings, documenting performance, and administering development or corrective-action plans in accordance with university policy and in consultation with the Assistant Director and Human Resources.
2. Translates enrollment priorities established by the Assistant Director of Online Enrollment and AVP of Online Programs into clear team expectations, assignments, interventions, and measurable counselor actions.
3. Supports the recruitment, selection, onboarding, training, and professional development of Enrollment Counselors and Senior Enrollment Counselors.
4. Leads regular Enrollment Counselor team meetings focused on performance, enrollment priorities, student-service trends, process updates, and readiness for upcoming enrollment starts.
5. Oversees daily staffing, schedules, phone and communication coverage, queue assignments, counselor workloads, service levels, outreach execution, and operational readiness for major enrollment starts.
6. Adjusts counselor assignments, workflows, coverage, and outreach priorities within established enrollment strategies and available resources.
7. Monitors performance by counselor, program, population, funnel stage, and enrollment term, including pipeline movement, application and registration progress, outreach activity, conversion rates, service levels, and workload distribution.
8. Identifies stalled pipelines, conversion risks, workload concerns, and counselor-level performance or execution issues and implements appropriate interventions within the position's authority.
9. Serves as the first level of management support for counselor questions, workflow decisions, procedural clarification, and escalated prospective-student concerns; documents outcomes and elevates policy or institutional barriers to the Assistant Director when appropriate.
10. Maintains a limited prospective-student pipeline of no more than 50 students so leadership and management responsibilities remain the primary focus of the position.
11. Ensures counselors accurately and consistently document student outreach, pipeline movement, interventions, barriers, outcomes, and follow-up actions in the appropriate systems.
12. Ensures counselors consistently and accurately use approved messaging, processes, systems, and communication standards.
13. Partners with the QA Coordinator to analyze quality findings, disposition trends, student feedback, and recurring student-experience concerns and translates those findings into individual coaching plans, performance interventions, team training, and follow-up expectations.
14. Identifies counselor training and development needs and creates or coordinates approved job aids, team refreshers, and skill-development opportunities.
15. Provides constructive feedback to the Assistant Director and QA Coordinator regarding counselor-facing content, training, processes, systems, and communication standards.
16. Implements approved enrollment policies and operational, system, workflow, process, and communication changes; ensures counselors receive appropriate training, demonstrate readiness, and consistently follow updated expectations.
17. Compiles, analyzes, and presents counselor- and team-level performance reporting, including conversion rates, pipeline movement, outreach activity, QA findings, service levels, workload distribution, and other measures requested by the Assistant Director or AVP of Online Programs.
18. Provides the Assistant Director and AVP of Online Programs with counselor, prospective-student, pipeline, conversion, and student-experience insights to support broader enrollment planning and decision-making.
19. Identifies and documents CRM, dialer, system, communication, policy, and workflow issues affecting counselor execution.
20. Recommends staffing, workflow, resource, training, and process improvements to the Assistant Director based on documented performance needs and operational findings.
21. Escalates significant conversion risks, systemic or policy barriers, technology concerns, budget or staffing needs, and institutional dependencies to the Assistant Director.
22. Performs other duties as assigned.

Required Qualifications

• Bachelor's Degree in a related field.
• Five (5) years of related work experience.
• This position may require the ability to maintain the security and integrity of UT San Antonio and its infrastructure per Texas EO-GA-48.

Knowledge, Skills, and Abilities

• People-leadership, coaching, and performance-management skills.
• Ability to manage staffing, schedules, coverage, workflows, workloads, and service levels in a high-volume environment.
• Knowledge of enrollment, admissions, recruitment, student services, advising, or contact-center operations.
• Ability to interpret funnel, conversion, pipeline, activity, service-level, and quality data.
• Ability to translate organizational priorities into clear employee expectations and measurable actions.
• Strong coaching, feedback, conflict-resolution, documentation, and employee-development skills.
• Ability to identify performance and operational concerns, evaluate contributing factors, and implement approved solutions.
• Strong organizational, prioritization, multitasking, and time-management skills.
• Effective written, verbal, interpersonal, and presentation skills.
• Ability to lead change and hold employees accountable for consistent execution.
• Ability to exercise sound judgment when resolving escalated prospective-student concerns.
• Proficiency with CRM, dialer, reporting, contact-center, and Microsoft Office applications.
• Ability to maintain confidentiality and appropriately manage employee and student information.
• Ability to work independently while maintaining clear communication and accountability to the Assistant Director.

Working Conditions

• Office Environment. Ability to travel to and from meetings, training sessions or other business-related events. Workdays, areas, and work hours may vary based on the needs of the department.

Physical Demands

• Sedentary work; sitting most of the time. Jobs are sedentary, if walking and standing are required, only occasionally. Exerts up to 10 lbs. of force occasionally.

This position will work both on campus and remotely in Texas. Travel and parking expenses are the employee's responsibility.

This position is contingent upon a successful background check. Verification of a valid driver's license and Motor Vehicle Record (MVR) may be completed as applicable. Applicants selected must be able to show proof of eligibility to work in the United States by time of hire.

Equal Employment Opportunity

As an equal employment opportunity and affirmative action employer, it is the policy of The University of Texas at San Antonio to promote and ensure equal employment opportunity for all individuals regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetic information, and veteran status. The University is committed to the Affirmative Action Program in compliance with all government requirements to ensure nondiscrimination.