The Role
Conduct high-volume outreach to stopped-out adult learners, understand barriers to returning, and guide students through readmission or re-entry pathways. Manage student pipelines and records in the CRM, apply institution-specific policies, track outreach and handoff metrics, nurture completers, coordinate with campus and internal teams, and provide feedback to improve campaigns, processes, and knowledge resources.
Summary Generated by Built In
Who We Are
Our mission is simple but critical: to build pathways for adult learners to earn high-quality, workforce-aligned degrees and credentials from North Carolina’s public universities.
At Project Kitty Hawk, our work reflects our company values:
Collaboration – We prioritize our partners’ success and reputation, aligning every initiative with their goals, reflecting their values, and enhancing their impact.
Innovation – We innovate, not replicate. As creative problem solvers, we use data-driven insights to push boundaries, continuously improve our services, develop solutions, and redefine what it means to serve nontraditional learners.
Empathy – We understand the unique challenges of nontraditional learners, and are committed to supporting them with empathy, respect, and solutions that fit their needs.
Integrity – We operate with transparency and accountability in everything we do. We uphold honesty, take ownership of our work, and maintain the highest standards.
Teamwork – We embody the collaboration we seek. We always strive to be dependable, supportive, and solutions-oriented teammates.
Together, we partner with universities in the University of North Carolina (UNC) System to produce innovative, flexible degree and credential programs in high-demand fields. Each PKH team member plays a vital role in advancing this mission and shaping the future of education for adult learners.
These values will enable us to realize PKH’s vision: to make North Carolina’s public universities the top choice for adult learners and to amplify the UNC System’s role as a national leader in higher education innovation, access, and student success. By joining our team, you have an opportunity to contribute to our achievement of that vision, in the process helping to create opportunities for thousands of learners to earn their success and move up the economic ladder.
At Project Kitty Hawk we hire talented people who are not only dedicated to our mission but share our belief that working together makes us stronger and more effective. In this organization you’ll find individuals with a range of interesting backgrounds and life stories; the true magic happens when those individuals come together to solve problems in service of a common goal.
The Re-Enrollment Specialist (RES) is the primary point of contact for students who have stopped out before completing a degree and want to complete their degree at a UNC System institution. The RES leads the outreach to students, including calling contacts and prioritized segments, understanding the challenges students encountered before stopping out and what stands in the way of returning, and guiding them to the right readmission pathway at the appropriate UNC System institution.
What you'll do:
- Execute high-volume outbound contact (call, text, email) to stopped-out students, prioritizing campaign responders and assigned segments in alignment with established cadences and content guidelines.
- Conduct discovery conversations to understand each student’s reasons for stopping out, current goals, and barriers to return.
- Guide students through their next step, from selecting a pathway to starting the readmission or re-entry application, and confirm a warm handoff to the appropriate campus contact.
- Manage a personal pipeline in the CRM (Education Cloud), maintaining accurate dispositions, campus of origin and destination, and next actions.
- Monitor individual metrics, including contact rate, conversations, application starts, and campus handoffs, and take corrective action to improve results.
- Conduct long-term nurturing follow-up to student completers to gather information on student experience, success, and retention
- Develop and maintain working knowledge of the readmission policies, processes, and deadlines of each participating UNC System institution, including readmission versus new-application rules, time-away thresholds, academic standing and suspension requirements, holds, and transfer-credit considerations.
- Use the Re-Enrollment campus knowledge base to identify the correct pathway for each student’s situation and set accurate expectations about requirements and timelines.
- Apply System and campus operating rules on where a student may return (e.g., home-campus-first) and escalate exceptions or unclear cases to the REM.
- Capture structured, consistent data on stop-out reasons, barriers, and outcomes so the program can segment, prioritize, and report accurately.
- Share regular feedback with the REM on messaging performance, list and data quality, and recurring student objections to inform campaign and cadence adjustments.
- Flag policy changes, process friction, and discrepancies between published campus policy and student experience, and contribute updates to the knowledge base and team playbooks.
- Close the loop with campus partners on handoffs, confirming receipt and tracking returned outcomes to identify where students stall after reconnection.
- Partner with the REM and campus re-enrollment, registrar, and admissions contacts to resolve student questions and smooth the path back.
- Collaborate with PKH Marketing, Operations, and Analytics teams on campaign timing, list updates, and reporting.
- Ensure the accuracy, completeness, and timeliness of all student records and CRM data in the RES’s personal pipeline.
What you bring:
- Bachelor’s degree required.
- 1+ years of experience in higher education admissions, advising, re-enrollment, or student recruitment, OR equivalent experience in high-volume outbound outreach or customer success.
- Preferred: Experience with readmission or registrar processes, adult and “some college, no credential” learners, or the UNC System.
- Comfort and consistency with high-volume outbound calling, including persistence and resilience with cold and re-engagement outreach.
- Ability to learn, compare, and accurately apply differing policies and processes across multiple institutions.
- Strong discovery and listening skills, with the ability to build trust quickly with students who may feel uncertain about returning.
- Knowledge of the challenges and needs specific to adult and returning learners.
- Knowledge of and experience with CRM platforms (Salesforce/Education Cloud preferred) and outbound dialer or texting tools.
- Attention to detail and discipline in documentation and data entry; comfort sharing data-informed feedback.
- Knowledge of the Family Educational Rights and Privacy Act of 1974 (FERPA).
- Ability to exercise discretion, professionalism, and good judgment and maintain confidentiality.
- Ability to work in a fast-paced, newly launched program with evolving processes.
- Exercise sound judgment, concentrate, think, communicate, interact with others, manage multiple tasks, and cope with stressful situations and deadlines.
- Ability to perform sedentary physical activity of an administrative nature, including extended periods of phone and computer use.
Skills Required
- Bachelor's degree
- At least 1 year of experience in higher education admissions, advising, re-enrollment, student recruitment, high-volume outbound outreach, or customer success
- Experience with readmission or registrar processes, adult learners, some-college-no-credential learners, or the UNC System
- Ability to perform high-volume outbound calling with persistence and resilience
- Ability to learn, compare, and accurately apply policies and processes across multiple institutions
- Strong discovery, listening, relationship-building, and communication skills
- Knowledge of adult and returning learner challenges and needs
- Experience with CRM platforms; Salesforce Education Cloud preferred
- Experience with outbound dialer or texting tools
- Attention to detail and disciplined documentation and data entry
- Knowledge of the Family Educational Rights and Privacy Act of 1974 (FERPA)
- Ability to exercise discretion, professionalism, sound judgment, and confidentiality
- Ability to work in a fast-paced program with evolving processes
- Ability to manage multiple tasks, deadlines, stressful situations, and extended phone and computer use
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The Company
What We Do
Project Kitty Hawk is an education technology and services nonprofit affiliated with the University of North Carolina System. Its mission is to help UNC System universities launch and scale high-quality, workforce-aligned online degree programs and credentials specifically designed for working adults in North Carolina. The organization provides strategic guidance, innovative technology solutions, and support services to expand educational access and improve student outcomes for adult learners.
