Manager, Client Outreach & Enrollment at Compass Working Capital

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Jan, 26

Salary

0.0

Posted On

01 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Program Outreach, Enrollment, Community Engagement, Team Leadership, Cultural Humility, Analytical Skills, Equity-Centered Design, Trauma-Informed Practices, Communication Skills, CRM Systems, Data Tools, Client Experience, Quality Assurance, Process Improvement, Project Management, Bilingual

Industry

Non-profit Organizations

Description

Manager, Client Outreach & Enrollment Boston, MA | Full-Time | About Compass Compass is an innovative, mission-driven organization that supports families with low incomes to save for their future and access greater economic opportunity. We operate high-quality financial coaching and savings programs and pursue opportunities to shape the national approach to poverty through practice and policy change. We’re also a national leader in leveraging housing assistance as a platform for economic mobility. Our mission is to partner with families with low incomes to build assets as a pathway out of poverty, with a focus on reaching families led by Black and/or Latinx women. Learn more about our strategic vision and work: www.compassworkingcapital.org About the Job The Manager, Client Outreach & Enrollment leads strategy, execution, and performance management for Compass’s client enrollment and outreach activities across regions and programs. This leader oversees a team of coordinators and specialists who manage client interest, eligibility, and engagement and enrollment. This role works cross-functionally with Marketing, Programs, and Strategy to ensure enrollment efforts are aligned with Compass’s goals and values. The Manager plays a key role in ensuring that outreach strategies are effective, equitable, and centered on a dignified client experience. Primary Responsibilities Team Leadership & Management · Oversee hiring, onboarding, ongoing training and supervision for the outreach and enrollment team (including Coordinators and Specialists), ensuring they are well-prepared to deliver high-quality client experience. · Provide regular observation, actionable feedback, and one-on-one check-ins to support skill-building, professional growth and staff retention. · Drive accountability within the outreach team by implementing ongoing assessments, conducting regular data reviews, and managing performance to ensure alignment with expected standards. · Establish and manage individual and team-level enrollment goals, performance benchmarks, and workflows. · Create and maintain teamwide documentation, best practices, and SOPs related to outreach and enrollment processes. · Coordinate regular team meetings and cross-team check-ins to ensure alignment and learning. Enrollment & Engagement Strategy · Lead strategy for program enrollment and engagement across all Compass programs, including opt-in and opt-out models to ensure team meets or exceeds enrollment and engagement goals. · Collaborate with the Marketing & Communications Team to inform marketing strategy and develop and execute outreach campaigns. · Monitor enrollment pipelines, conversion rates, and client onboarding experiences using data dashboards and reports. · Represent Compass in community settings and regional meetings as needed to elevate awareness of the program and mission. Client Experience Oversight · Provide strategic direction and oversight for the design and implementation of regular Peer-to-Peer (P2P) events in collaboration with Compass staff and client leaders. · Supervise outreach event logistics and execution, delegating scheduling, registration, and follow-up to staff and ensuring consistency across engagement activities. · Oversee the tracking and analysis of action items and insights from engagement events; ensure the P2P playbook is updated with best practices and innovations. · Develop quarterly engagement memos summarizing key learnings for internal and external stakeholders. · Partner with Marketing & Communications leadership to strategically amplify client voices and success stories in alignment with Compass’s brand and mission. Quality Assurance & Process Improvement · Ensure all client-facing materials throughout the outreach and enrollment processes are accessible, trauma-informed, and culturally responsive. · Regularly assess feedback and trends from the enrollment process to identify and implement improvements. · Collaborate across departments to refine workflows and streamline data collection. · Oversee quality assurance processes to maintain consistent, high-quality client interactions across the team from outreach through to first completed coaching appointment. · Leverage client feedback tools and review data to identify participation trends to inform content and process improvements throughout the outreach and enrollment process. Qualifications & Skills Required: · 5+ years of relevant experience in program outreach, enrollment, recruitment, or community engagement. · At least 2 years of supervisory or team leadership experience. · Commitment to Compass’s mission and values, with a passion for advancing financial mobility and equity for families with low incomes. · Cultural humility and respect for diverse cultures, identities, and lived experiences. · Strong attention to detail and a proven ability to lead teams to achieve results. · Analytical skills to assess service quality and identify areas for improvement. · Strong understanding of equity-centered design and trauma-informed practices. · Ability to lead with empathy, accountability, and cross-functional collaboration. · Strong written and verbal communication skills for effective feedback and collaboration; excellent relationship-builder. · Experience using CRM systems (e.g., Salesforce) and data tools to track performance and inform strategy. · Must be willing and available to work one evening per week, defined as available until 7:30pm as well as one Saturday per quarter. Preferred: · Experience working in affordable housing, public benefits, workforce development, or coaching programs. · Bilingual or multilingual preferred (especially Spanish, Haitian Creole, or Vietnamese). · Experience working in a remote-first, multi-site organization. · Background in project management, sales or customer service is a plus.

Responsibilities

The Manager, Client Outreach & Enrollment leads strategy, execution, and performance management for client enrollment and outreach activities. This role oversees a team and ensures outreach strategies are effective, equitable, and centered on a dignified client experience.