As the Manager of Applicant Experience, you are the brand ambassador of Teach For America to all prospects and applicants. The Applicant Experience team interacts with every applicant within the process, and our touchpoints are often the first interaction prospective corps members have with Teach For America, setting the tone and standard for the rest of their experience. You will be responsible for providing an excellent applicant experience through exemplary execution of key applicant-facing processes, clear and consistent communication with prospects, and innovative problem solving using data. You will manage the Admissions inbox in Salesforce as well as a small team of part-time employees. You will draft and send applicant reminders and manage a variety of applicant-facing processes that are integral to the admissions process and selection model.
You are inspired by our mission to end educational inequity and are excited by the opportunity to impact the experience of thousands of applicants. You love to write and have high bar for quality written communications. You have a strong customer service orientation, a desire to improve processes, and work well in deadline-driven environment. The opportunity to develop relationships and work across people and teams excites you, and you aspire to join a team that is entrepreneurial, impact-oriented, and fun.
Applicant Communication and Resources
- Respond to and manage applicant inquires through our database, Salesforce, drafting templates and difficult communication in a brand-aligned, customer service oriented manner.
- Hire, train, and manage a team of part-time staff focused on responding to applicant inquiries in TFACT.
- Draft and send applicant reminders about key admissions processes, through email or text, including post-interview surveys.
- Design and oversee webinars and other initiatives and resources to proactively meet applicants’ information needs.
- Serve as a key partner for the Recruitment team as they communicate with and support prospects and applicants through the admissions process.
Process Execution
- Manage the interview deferral and rescheduling process for applicants, focused on implementing strategies around applicant retention.
- Manage additional processes as needed, which could include: early notification of admission status, eligibility and misconduct checks, or the appeals process.
- Serve as a member of Teach For America’s Disabilities Accommodations Office, acting as a resource to applicants with accommodations needs, ensuring requests are met to the best of Teach For America's ability, and supporting the National Institute Operations team to ensure accommodations for incoming corps members at institute.
Data Analysis and Strategic Problem-Solving
- Analyze data and trends for the Admissions inbox and make strategic, innovative recommendations to decrease volume.
- Analyze data trends and make strategic recommendations to support applicant retention through the process.
- Work closely with the Admissions TFACT Project Team Lead to improve the admissions team use of TFACT.
Prior Experience
- 2-4 years of work experience with an outstanding record of execution and strong communications skills
Work Demands
- Ability to travel approximately 15%
Skills
- Strong ability to build and execute a project plan in a deadline-driven environment
- Exceptional written and verbal communication skills
- Exceptional ability to tailor approach and message toward the perspective of others
- Ability to understand and respond to the varying needs of applicants through a customer service lens
- Demonstrate excellent judgement for challenging and unique applicant situations
- Strong problem-solving and analytical abilities
- Able to plan for, prioritize, and calmly manage competing priorities and workstreams
- Ability to create and articulate vision and strategy for an initiative
- An entrepreneurial mindset and a focus on impact