Account Engagement Manager

General Information

Position Type:

Full Time

Virtual Eligible:

Yes

Job Category:

Administration

Ref #:

6936
Description and Requirements

Are you searching for a rewarding, fulfilling position that offers challenging work and the ability to make a big impact while working side-by-side with a team of fun, innovative people? Ideally, would you like this position to be with an organization that makes a positive contribution to the world? If so…we would love to hear from you!
About Us
University of Phoenix is a leading higher education institution founded in 1976 by Dr. John Sperling. Our mission is to improve the lives of our students, their families and future generations through higher education. Our values (which hopefully you share) are: Brave. Honest. Focused.
Our University values and embraces all team members and their unique perspectives. We fundamentally believe in fostering an environment which deeply respects, celebrates, and actively encourages a diverse workforce. We are committed to hiring – and learning from – those who share our passion to help others achieve their educational aspirations.
We offer excellent benefits, an effective recognition program, and outstanding learning and development tools, including tuition vouchers for employees and their qualified family members.

About the Position

The Manager, supervises the Client Engagement team and manages the delivery of unified, scalable processes through which client solutions are identified, developed and executed.  The individual manages and tracks the day-to-day activities of Account Specialists within Workforce Solutions to ensure maximum output from the team. In addition, this position proposes strategies to increase operational efficiencies and customer satisfaction and maintain positive relationships with all internal and external stakeholders.

What You’ll Do:

 

1. Provides management support in the delivery of unified and scalable processes through which client solutions are identified, developed, and executed.  Effectively manages the development of business and/or departmental strategies to increase operational efficiencies and customer satisfaction.  

 

2. Select, coach, and evaluate staff; establish and monitor appropriate employee performance objectives; prepare and present employee performance discussions and quarterly check-ins; and implement mentoring and coaching plans, or disciplinary action, where appropriate. 

 

3. Lead various cross-functional teams to develop and implement processes, procedures, and initiatives to increase prospective and new B2B students and client service quality and operational efficiency.

 

4. Work collaboratively with Workforce Solutions Leadership to develop and execute strategies and solutions to support implementation of business-to-business relationships and successfully support the long-term aspects of account relationships.

 

5. Monitor and ensure compliance with all departmental and organizational policies and procedures, as well as federal and state regulations as they relate to the delivery of the support functions. 

 

6. Work and support a small caseload of specialized/focused accounts (apprenticeships, Holding Bin/GAT, dormant accounts within a given portfolio, etc) as needed.

 

7. Establish and communicate effective methodologies, processes, standard policies and procedures, tools, and resources necessary to successfully manage operations.  Serve as the primary inter-departmental liaison and subject matter expert for the Workforce Solutions Account Specialist Team.

 

8. Perform other duties as assigned or apparent.

NOTE:  The Primary Accountabilities above are intended to describe the general content and requirements of the position and are not intended to be an exhaustive statement of duties.  Incumbents may perform all or most of the Primary Accountabilities listed above.  Specific goals or responsibilities will be documented in incumbents’ performance objectives as outlined by the incumbents’ immediate manager.

Supervisory Responsibilities

Yes

MINIMUM EDUCATION AND RELATED WORK EXPERIENCE:

• Bachelor’s degree

• Seven (7) years of experience in customer service, business development and strategic account management that includes two (2) years of coaching and mentoring experience. 

ADDITIONAL QUALIFICATIONS:

• Experience in a progressively responsible capacity in an education, service, operations, or business environment leading and/or facilitating a variety of functional areas within a department or division

• High level of analytical, conceptual, problem solving, and strategic thinking skills to lead the development of, and understand and anticipate the impact of, strategies, goals, objectives, processes, and activities that will cross multiple critical project

• Attention to detail and an ability to coordinate various details and deadlines for successful implementation and support of Workforce Solutions objectives

• Excellent verbal, written, and interpersonal communication skills to effectively interact with internal and external stakeholders  

• Working knowledge of personal software packages to perform word processing and spreadsheet activities and communicate effectively

• Results oriented and be able to execute in a fast-paced and complex environment involving multiple stakeholders, deadlines, conflicting priorities and simultaneous projects 

As an Equal Opportunity employer, we particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.

If you are an active-duty military member seeking employment when off-duty, compliance with Department of Defense Joint Ethics Regulation, 5500-7-R, is required prior to starting employment with University of Phoenix. You are advised to contact your base Judge Advocate General to seek such approval and answer any questions.

Pay Range


The annual pay range for this position is $84,200 (minimum), $127,200 (midpoint), and $170,200 (maximum).*

*Typical hiring range is between the minimum and midpoint of the above pay range. Actual starting base pay may vary based on factors such as education, experience, skills, location and budget.

Salary minimum

$84,200

Salary midpoint

$127,200

Salary maximum

$170,200

Manual Salary maximum

163500

Your work is critical to helping adult learners achieve their dreams, and we’re committed to rewarding you for your efforts. We offer a competitive, comprehensive total rewards package designed to help you achieve your health, financial, educational and work-life balance goals.
 
Full-time employees are eligible for:

• Medical, dental and vision plans; Flexible Spending Accounts; Health Savings Accounts; Life and Disability insurance; and our Wellness incentive program;
• Competitive 401(k) employer match;
• Substantial tuition discount for you and eligible dependents; and,
• A generous time off package, including paid vacation, sick time and company holidays.*

*For more details around paid time off benefits, please click here .

Hourly midpoint

58.75

Hourly minimum

38.89

Hourly maximum

78.61

Manual Hourly Midpoint

0.00

Manual Hourly Minimum

0.00

Manual Hourly Maximum

0.00

CA Hourly Rate/Range

$X or $X - $Y

PT Hourly Maximum

157.21

PT Hourly Midpoint

117.50

PT Hourly Minimum

77.79
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