Description

This position is incentive eligible.

At Galen College of Nursing, we educate and empower nurses to change lives. Since 1989, we’ve dedicated our work to delivering high-quality nursing education with a student-first mindset. As one of the largest private nursing colleges in the country, we combine the support of a close-knit learning environment with the strength of a nationally recognized institution, HCA Healthcare.

That same passion for excellence in the classroom extends to our offices. At Galen, you’ll find a culture deeply rooted in collaboration, innovation, and a shared commitment to improving the future of healthcare. Your work directly touches the next generation of nurses, and your contributions help our students pursue their dream of a compassionate career.

If you’re looking for a career where you can make a difference, grow professionally, and be part of a caring team, we’d love for you to apply for the Director of Enrollment Contact Center position today!

Click here to learn more about Galen!

Position Overview:

Galen College of Nursing is on a mission to grow and the team behind student enrollment is at the heart of that effort. We are looking for a Director of Enrollment Contact Center who is a seasoned operational leader with a passion for performance, people development, and process excellence.

This is a high-impact leadership role responsible for the full strategic and operational ownership of our enrollment contact center, a team that serves as the first connection point for prospective students across 25+ campuses nationwide. You will drive the metrics that matter, develop the leaders around you, and build a culture of accountability and excellence that directly supports Galen's enrollment growth.

If you are the kind of leader who thrives on goals, knows how to build and coach high-performing teams, and can turn data into decisions, we want to hear from you.

Key Responsibilities:

1. Lead contact center strategy and operations across all campus markets, owning omnichannel workflows (voice, SMS, email, chat), service levels, and operational standards that align with institutional enrollment goals.
2. Drive enrollment performance metrics including appointments scheduled, lead-to-appointment conversion, speed-to-lead, show rates, and conversion progression, monitoring trends and making real-time adjustments to improve outcomes.
3. Develop and hold accountable a team of managers, supervisors, and agents through structured coaching plans, scorecards, performance frameworks, and leadership development pathways.
4. Manage workforce planning including staffing models, scheduling, forecasting, and capacity planning aligned to lead volume and seasonality.
5. Own contact center technology including implementation, configuration, and optimization of platforms like Genesys, AI-driven tools, and reporting dashboards, in partnership with IT and vendors.
6. Ensure quality and compliance by establishing call quality standards, auditing processes, and ensuring adherence to TCPA/DNC regulations and institutional policies.
7. Partner cross-functionally with Enrollment, Marketing, Campus Leadership, and Student Services to optimize lead flow, conversion, and the overall student experience.

Position Requirements:

Required:

• 7-10+ years of leadership experience in a contact center or call center environment with accountability to conversion, sales, or enrollment outcomes.
• Proven workforce management expertise. You understand staffing models, forecasting, scheduling, and how to align capacity to demand.
• Strong performance management background. You build frameworks, coach to results, and know how to develop leaders at every level.
• Data fluency. You use directional and real-time analytics to drive decisions, identify trends, and lead continuous improvement.
• Experience leading technology implementations or major system upgrades in a contact center environment.
• Familiarity with TCPA/DNC regulations and data privacy compliance for telephony and SMS communications.
• Demonstrated success leading multi-site or scaled operations.

Preferred:

• Experience with cloud-based contact center platforms such as Genesys or equivalent.
• Background in higher education enrollment or a similarly regulated service environment.
• Experience building or overseeing QA, training, and coaching programs.
• Bachelor's degree in Business, Operations, Communications, or a related field.

Who Should Apply?

• You don't need to come from higher education and call center experience alone isn't what sets the right candidate apart here. This role is the right fit if you are:
• A goal-driven leader who sets high expectations, builds systems to track performance, and holds yourself and your team accountable to results.
• An experienced people performance manager who knows how to coach both skill and will, developing agents and leaders who grow with the organization.
• Someone with strong workforce management instincts. You understand how to forecast, staff, and optimize a remote team efficiently.
• A strategic operator who can zoom out to see the big picture while staying close enough to the data to make real-time adjustments.
• Comfortable leading remote, distributed teams and keeping them aligned, motivated, and performing at a high level.
• Energized by meaningful work. Every appointment scheduled and every student enrolled moves us one step closer to addressing the nursing workforce shortage in America.

Benefits

At Galen College of Nursing, we want to ensure your needs are met. We offer a comprehensive package of medical, dental, and vision plans, tuition discounts, along with unique benefits, including:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance, and more.
• Free counseling services and resources for emotional, physical, and financial well-being
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for children, elders, and pet care, home and auto repair, event planning, and more.
• Consumer discounts through Abenity.
• Retirement readiness, rollover assistance services, and preferred banking partnerships.
• Education assistance (tuition, student loan, certification support, dependent scholarships).
• Colleague recognition program.
• Time Away from Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence).
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits.

Note: Eligibility for benefits may vary by location.

Galen College of Nursing is recognized as a 2023 National League of Nursing (NLN) Center of Excellence (COE).

Galen’s Compassionate Care Model Values

• Inclusivity: I foster an environment that provides opportunity for every individual to reach their full potential.
• Character: I act with integrity and compassion in all I do.
• Accountability: I own my role and accept responsibility for my actions.
• Respect: I value every person as an individual with unique contributions worthy of consideration.
• Excellence: I commit myself to the highest level of quality in everything I do.

Learn more about our vision and mission.

Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Submit your application for the opportunity below:

Director of Enrollment Contact Center

Galen College of Nursing