Senior SSC Analytics Manager

Risepoint is an education technology company that provides world-class support and trusted expertise to more than 100 universities and colleges. We primarily work with regional universities, helping them develop and grow their high-ROI, workforce-focused online degree programs in critical areas such as nursing, teaching, business, and public service. Risepoint is dedicated to increasing access to affordable education so that more students, especially working adults, can improve their careers and meet employer and community needs.
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
Senior SSC Analytics Manager will lead the development and execution of data-driven initiatives across the Student Success Center (SSC). This role is responsible for compiling and transforming data into actionable intelligence that enhances student engagement, improves enrollment conversion and retention rates, and informs operational excellence. The Senior Manager works closely with the marketing analytics teams to create end-to-end insights and inform decisions made by SSC senior leadership.
Key Duties And Responsibilities
Strategic Leadership

• Develop and execute a comprehensive analytics plan aligned with organizational goals for Student Success (enrollment and retention).
• Lead cross-functional data initiatives with Marketing to support student success, contact center performance, and client reporting.
• Compile data into meaningful insights for SSC senior leadership to inform outcomes and data driven decisions, making recommendations based on analytics experience and trends.
• Connect data insights to measurable outcomes, ensuring they drive tangible improvements in satisfaction, engagement, and retention.

Data & Analytics Management

• Collaborate with marketing on 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-based solutions.
• Analyze call center metrics (e.g., handle time, conversion rates, NPS) to improve agent effectiveness and student experience.
• Work collaboratively with the Marketing Analytics and SSC Workforce Management to align data efforts and to create end-to-end customer relationship management insights and strategy.
• Serve as the primary liaison between Marketing and SSC to ensure consistency across definitions, methods and reporting standards.
• Facilitate clear communication and alignment across teams to support accurate and timely measurement.
• Build ongoing feedback loops, performance monitoring, and improvement processes tied to student outcomes.
• Collaborate with Marketing organization and measurement/data leaders to champion a holistic test-measurement-learn governance process and committee to provide transparency, objectivity, scale, and prioritization.

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

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.
Risepoint is an equal-opportunity employer and supports a diverse and inclusive workforce.