Oversees programmatic strategic planning, development and implementation, and manages internal and external relationships across multidisciplinary teams.

Manage recruitment, onboarding and offboarding of hotline staff;Manage and supervise five Hotline Supervisors who together supervise 40+ Hotline Advocates -through training, professional development and wellness initiatives;Manage texting and hotlines operations, systems, databases, technology, and other resources, maximizing staff capacity and wellness by coordinating research, improvement and implementation of those technologies;Coordinate across Technology, Human Resources, Finance, Data, Senior Leadership and Executive Management teams to create and maintain hotline operation strategies and protocols;Create and manage various manuals, guides and protocols to improve hotline operations and workforce management;Create and direct maintenance of shift schedules for hotline staff;Direct the response to emergency operations issues and remote hotline operation during inclement weather and other emergencies;Partner with the Training and Quality Assurance Manager in the scheduling and implementation of new staff training, professional development and wellness protocols;Manage the Salesforce data auditing process;Manage projects related to the technology which houses law enforcement reporting and emergency services protocols and the referral database in Palantir, Salesforce and Google drive;Field payroll, compensation, and systems (ADP and Concur) questions to minimize errors and ensure appropriate employee compensation; Contribute to monthly, quarterly and annual grant reports;Supervise the Hotline Operations Fellow;Manage the years of service recognition program;Manage the National Hotline hotline room supplies, hardware and general maintenance; Provide 24 hour on-call operations and technical support; Provide shift supervision and on-call supervision support to Hotline Advocates;Assist in the case review and reporting process; andEngage in strategic planning and execution of National Hotline goals, work plans, and metrics.

Managed and supported program staff to ensure appropriate case response during weekly Shift Supervision shifts and monthly on-call shifts;Provided direct supervision to Hotline Advocates through weekly and/or bi-weekly check-ins, shadowing sessions, professional development, periodic reviews, and other supervisory activities;Directed follow-up, analyzed cases and coordinated with law enforcement and service providers for effective, victim-centered case management;Facilitated and managed the process for sending written reports to law enforcement;Recruited, hired and trained new Hotline Advocates;Practiced a thorough knowledge of and conscientious attention to scheduling and shift needs, assisting with the communication to and rearrangement of Hotline Advocate shifts for fulfillment of these needs;Participated in the development and implementation of National Hotline strategic plan and protocols; andDeveloped and implemented processes and tools to improve day-to-day Hotline Advocate function and improve staff retention.

Conducted three weeks of job preparation via soft skills and content training for Admissions Consulting, Admissions Specialist, and Academic Advising new hires;Served as a content knowledge expert in various higher education and academic fields including Education and the teacher licensure process;Provided quality assessment through individual side-by-side listening and feedback sessions for Admissions Consulting, Admissions Specialists, and Academic Advising.Researched and implemented training theories and practices to facilitate an effective training model;Managed the LUO Training Manual resource in SharePoint and audited the www.liberty.edu/online website resource to maintain accurate information on academic, financial aid and transfer policies, and to ensure user-friendly navigation and interpretation;Managed the LUO Training Inbox through written correspondence and in-person meetings with call center representatives, academic departments and support offices to facilitate communication and maintenance of thorough, accurate and current information;Created and maintained standard operating procedures for training processes;Created and maintained protocols and resources to ensure consistent, effective communication among Training Managers and new hires; andFulfilled leadership and project management roles among Training Manager peers, providing invaluable assistance to the Associate Director and Director of Training and Quality Assurance.

Managed a team of 35 New Enrollment Specialists;Developed Specialists into becoming more efficient customer service representatives, successful sales associates, and informative admissions counselors;Coached specialists toward consistent goal fulfillment through daily supervision, periodic coaching sessions and constructive disciplinary action;Scheduled New Enrollment Specialists in a manner which ensured sufficient coverage for each shift to meet target < 5% missed call rate;Participated in the recruitment and selection process for new members of the New Enrollment Specialist team.Constructed daily call center and staff performance reports;Developed strategic callback strategies for outbound call campaigns which resulted in higher connection rates;Developed creative workforce management processes which led to more effectual handling of the call center queues and callback strategies;Created, proposed and implemented incentive programs on a team with other Assistant Directors to foster students’ early enrollment and payment; andFulfilled a leadership role among Assistant Director peers, providing invaluable assistance to the Associate Director and Director of Admissions.