Director of Student Enrollment and Experience

Company: Community Music Center of Boston Inc
Location: Boston
Posted on: April 16, 2025

Job Description:

CMCB seeks a Director of Student Enrollment and Experience (DSEE) to oversee the student-facing administrative functions of the Community Music School (CMS), including recruitment, student placement, registration, student retention, and financial aid. Reporting directly to the Chief Programming Officer and joining a team of five full-time staff and six part-time interns, this new key position is responsible for creating an efficient and welcoming intake experience for students and families, as well as facilitating the ongoing relationship between registration, faculty, and families to promote student retention, resulting in a deeper engagement in the school and music education long term.The ideal candidate has experience overseeing a dynamic front-facing environment and has a deep commitment to exceptional customer experience and relationship building. They are a skilled and experienced manager, especially of early career employees, who can strengthen, unite, and lift up the vital work of the front of house team. They are an administrator who has developed and implemented systems and processes to increase efficiency and effectiveness around customer intake and retention, resulting in greater customer satisfaction and an increase in revenue. The DSEE is comfortable speaking the language of student growth and development, ideally around arts education. Finally, as CMCB is preparing to open the doors to our first fully owned and operated cultural facility in our 115 year history in Fall 2026, the DSEE has experience scaling up operations and readying people and systems for growth and change.Like all roles at CMCB, there is significant investment in professional development training, mentorship from senior staff, and opportunity for future promotion within the organization.Status: Full-Time Salaried (40 hours/week), ExemptStart Date: June 2025Schedule: In person, Tuesday - Saturday, occasional evening hours with advanced notice.The busiest programming hours are Tuesday through Friday 2-7 and Saturdays 8-2. While these hours do not necessarily dictate regular work-week end times for this role, a regular presence within peak hours is essential in order to oversee the registrars and build relationships with families and faculty.Responsibilities

• Streamlining the relationship between registration processes, students and families, and faculty to promote the effective and efficient enrollment and retention of students.
• Managing the registration team and co-managing the interns who provide front desk coverage to ensure a consistent and exceptional experience for everyone who is dependent on the work of that team, through productive training, clear supervision and communication, mentorship, and an investment in their professional wellness and development.
• The primary person responsible for hospitality at CMS - creating a welcoming and safe environment for all our students and families through being a consistent and available presence, by hearing and working through their concerns, by reducing barriers to entry, and through a demonstrated interest and investment in their musical journey.
• A key player in the effort to grow earned revenue by making strategic connections between marketing and communications, streamlined systems, and customer experience.
• Collecting and using data to inform strategy and decision making, and to track enrollment and retention trends in relation to the organization's financial goals.
• Anticipating student and family and faculty questions through targeted and clear communications.
• Preparing to scale up the operations of the registration and student experience department to service two facilities beginning in 2026.
• Serving as a key member of the leadership team, understanding the need for departments to work together in service of CMCB as a whole, and ultimately the students and the communities in which they live.QualificationsEssential
  • Minimum of 5-7 years of professional full-time experience in a front-facing administrative setting with responsibility around customer service and experience, ideally in an educational setting.
  • Enjoys interacting and working with young people and families, understanding and incorporating their unique needs.
  • Experience building and managing teams, ideally early career professionals, in at least two companies or organizations.
  • Energized by a complex and busy working environment, managing immediate concerns while sorting and addressing competing, short, and long term priorities.
  • Demonstrated experience growing and sustaining a customer base and or revenue stream as a result of streamlined systems, improved customer service, and relationship building.
  • Ability to bring a collaborative and continuous growth mindset to a company or organization with multiple layers and departments - ability to work with and across departments, seeing how their piece of the puzzle fits into the larger organizational structure and strategy.
  • High level of emotional intelligence, awareness of self and others, and dynamic interpersonal skills.
  • Exceptional written and verbal communication skills including conflict resolution.
  • Experience collecting feedback and internal and external data to inform strategy and implement improvements.
  • Skilled at creating and enforcing clear policies while working with the nuances associated with those policies to meet customer needs.
  • Strong project management skills with an ability to delegate tasks in line with people's strengths, interests, and identified growth areas.
  • Experience scaling up operations to meet increased volume and growth.
  • Excellent technical skills with experience with CRM/databases and confidence with Microsoft Office, Google Suite, Excel.
  • Adept at working in a culturally diverse environment with a commitment to diversity, equity, and inclusion.
  • Must be authorized to work for ANY employer in the U.S. as CMCB is unable to sponsor or take over sponsorship of an employment visa at this time.Preferred
    • Experience in the following fields - music, education, youth development, or afterschool programming is strongly preferred.
    • Prior experience working in a non-profit and or community based organization.
    • An appreciation for the role of the arts in our lives and communities.
    • Admissions/registration experience in an academic or school environment.
    • Ability to converse in Spanish, Haitian Creole, and/or Chinese (Mandarin/Cantonese) is helpful to somebody in this position.
    • A degree is welcomed but not required.Qualities
      • Approachable
      • Positive
      • Clear and fair - firm when needed
      • Calm, level headed
      • Organized and detail oriented
      • Draws energy and motivation from people
      • Compassionate and empathetic - considers the needs of others
      • Mission and community orientedPhysical DemandsThe duties of this position are performed indoors in a business/office setting. The noise level in the work environment is usually moderate during active programming hours and minimal otherwise. While performing the duties of this job, the person in this position must be able to remain in a stationary position 50-60% of the time as well as frequently move around the school to engage with the public. They will need to constantly operate a computer and other office productivity machinery. The person in this position frequently communicates verbally with internal and external constituents and must be able to exchange accurate information in these situations.Application InstructionsPlease apply at . Please be prepared to submit the below materials (addressed to Cori Bodley, Chief Programming Officer) as part of your application:
        • A cover letter which addresses your capabilities, experiences, and interests.
        • A current resume or CV.Incomplete applications may not be considered. Applications will be reviewed beginning April 14th as they are received, so early submission is encouraged. This position will remain open for applications until filled. Please, no phone calls or walk-ins.
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Keywords: Community Music Center of Boston Inc, Manchester , Director of Student Enrollment and Experience, Executive , Boston, New Hampshire