What are the responsibilities and job description for the Director, Retention Services position at Stellar Virtual?

About Us

Stellar Virtual was founded in 2019 with one school in Texas. We serve parents of K-12 students, unhappy with their current school, or needing an at-home / flexible learning environment. Today, Stellar Virtual has grown to six schools across three states : Texas, Arizona, and Indiana . Stellar Virtual is committed to going above and beyond for our virtual families.

Our Promise

Empowering families with the choice of a high-quality virtual school with dedicated staff focused on student outcomes and an exceptional customer experience, our program will enable students to thrive and unleash their full potential.

Our Mission

Empowering Families. Unleashing Potential.

Our Core Values

Stellar Virtual has five core values that shape and define our organization’s culture across all programs and locations. Each establishes a shared sense of purpose and creates a cohesive environment where everyone can feel connected to the mission.

Go the Extra Mile (Go) : Customer Service is everyone’s job.
Make Your Motion Matter (Make) : Prioritize, focus, and support Stellar Virtual goals.
Kids First, Always (Kids) : Our actions, decisions, and behaviors are always grounded by those we serve, students and their families.
Respect : Assume positive intent with our students, families, and colleagues.
Create, Collaborate, & Communicate (the Cs) : Demonstrate the skills we want our students to learn.

We remember our values with this phrase : Go Make Kids Respect the Cs!

Technology Aspect

Stellar Virtual is committed to ensuring our full-time employees have the tools they need to succeed in a virtual work environment. To support your role effectively, we provide a company-issued laptop, equipped with the necessary software, security features, and internal support. This does not apply to Independent Contractors (1099), part-time, seasonal, or unpaid individuals.

At-Will Notice

Employment with Stellar Virtual is on an at-will basis (only W2 employment types), meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable laws. Nothing in this job description should be construed as creating a guarantee of continued employment or a contract of employment for any specific duration. This does not apply to Independent Contractors (1099).

Equal Employment (EEO) Statement

At Stellar Virtual, we embrace diversity and foster an inclusive and supportive work environment. We welcome applicants from all backgrounds and experiences. Stellar Virtual is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Position Overview

The position of Director of Retention Services will lead and oversee all aspects of student and family retention. This critical role will ensure student success by managing departments and teams responsible for Onboarding, Parent University, and Family Support. Additionally, the Director will be responsible for developing and implementing the cross-functional re-registration process. The Director will drive strategic initiatives, foster collaboration across teams, and ensure that Stellar Virtual supports students and families, contributing to their overall satisfaction and success.

Essential Duties & Responsibilities

One Number : 65% Year-over-Year Retention Rate

Develop and implement strategic plans for improving student and family retention in alignment with organizational goals.

Lead and manage cross-functional teams, including, Onboarding, Parent University, and Family Support as well as manage the student re-registration process.

Foster a culture of innovation, collaboration, and continuous improvement within the department.

Oversee day-to-day operations of all assigned teams, ensuring efficient workflows and achievement of key performance indicators (KPIs).

Monitor and analyze retention and engagement metrics to identify trends, address challenges, and improve processes.

Ensure compliance with relevant laws, regulations, and organizational policies.

Design and implement retention programs that address student and family needs at various stages of the educational journey.

Oversee the development of Parent University programming to equip families with the tools and knowledge necessary for virtual learning success.

Ensure effective onboarding processes for students and families to drive early engagement and satisfaction.

Ensure high-quality customer service standards are consistently met across all touchpoints.

Act as an escalation point for complex customer concerns, implementing resolutions that enhance trust and satisfaction.

Drive initiatives that enhance family engagement and support.

Partner with other departments, including Academics, IT, and HR, to create cohesive support structures for students and families.

Report regularly to executive leadership on retention performance, initiatives, and growth opportunities.

Represent the department in organizational planning and decision-making processes.

Other duties as assigned by the Vice President of Operations or based on business needs.

Knowledge, Skills & Attributes

Minimum of 5 years of leadership experience in retention, enrollment, customer care, or related areas, preferably in virtual education.

Demonstrated success in managing large teams and driving organizational improvements.

Experience with data analysis and using metrics to guide decision-making.

Strong leadership and team-building abilities.

Exceptional communication, problem-solving, and organizational skills.

Proficiency in virtual tools and technologies used in remote work environments.

Ability to handle sensitive situations with professionalism and empathy.

Education & Certification Requirements

A minimum of a high school diploma or equivalent (GED) is required;

A bachelor’s degree in Education, Business Administration, or a related field is strongly preferred but is not required; substantial experience will substitute for education.

PI262424215

Apply for this job

Receive alerts for other Director, Retention Services job openings

Director, Retention Services

What are the responsibilities and job description for the Director, Retention Services position at Stellar Virtual?

What is the career path for a Director, Retention Services?

Job openings at Stellar Virtual

Not the job you're looking for? Here are some other Director, Retention Services jobs in the Dallas, TX area that may be a better fit.

We don't have any other Director, Retention Services jobs in the Dallas, TX area right now.

AI Assistant is available now!