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Director, Retention Management

Contract Type
Education, Media & Communications
North York, ON, M2N 2L7, CAN
Expiry Date
Director, Retention Management Description At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop les...

Job Description

Director, Retention Management


At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.


The Director of Retention Services is responsible for the performance, employee management and development, strategic direction and oversight of a Retention Services team. They will partner with their Associate Directors ofStudent Retention and the Partnership Directors to drive both the strategic change at the Universities and Colleges to ensure the value and complexity of Student Retention is consistently and clearly demonstrated. Their team will beresponsible for managing all the non-student facing elements that go into providing Student Support Services for an online program, including managing a collaborative forecasting and budgeting process. The Director of RetentionServices will also work closely with the Director of Coaching Services to ensure there is an effective flow of communication and collaboration between the two interdependent teams. The Director of Retention Services willwork collaboratively to ensure escalated student issues are resolved, forecasting is accurate, and information flows seamlessly to and from the Academic Partner. The Directors of Retention Services will also collaborate as a team to ensure strategies and solutions are shared across programs.

General Responsibilities:

Responsibilities are applicable based on the position focus/channel.

Specific duties and responsibilities include, but are not limited to, the following:

● Set expectations and monitor to ensure the team is continually analyzing program data to understand what

is positively or negatively impacting student retention.

● Work as a strategic partner with the Associate Directors and Partnership Directors on how best to use data

to influence the Academic Partner.

● Create a reporting system to hold Associate Directors accountable and to keep VP updated on performance.

● Set clear expectations and training on how the value of Student Services can be consistently visible to our

Academic Partners.

● Hold Associate Directors accountable for monitoring Student Services’ internal communication to ensure the

team is sharing data and responding in a timely fashion to Coaches’ comments and questions.

● Partner with the Director of Coaching Services to meet or exceed student retention program metrics every


● Observe internal and external CFT’s to ensure mission of Retention Services is being met: using data to

influence change, demonstrating value of Student Services.

● Participate in, as needed, strategic planning sessions on key partnerships.

● Hold Retentions services team accountable for working with Coaching Services team to ensure accurate

biweekly forecasting is maintained.

● Work with the Associate Directors to identify opportunities to improve the student experience and outcomes,

and strategize on how to drive change.

● Monitor time spent on administrative duties to ensure work is being done in the most efficient manner and

look for opportunities for enhancements.

● Work with VP, Student and Faculty Services to create a Retention Services scope of service, and a plan to

identify programs that need to go outside of the scope, including a vetting mechanism for approval.

● Work with Director of Coaching Services on annual budgeting and to resolve any weekly forecasting issues.

● Create a strong culture and morale within the Retention Services team that limits unnecessary attrition.

● Collaborate with all Retention Services Directors to identify training and development needs and work with

training team to develop a plan for ongoing training and development.

● Hold Associate Directors accountable for identifying performance issues, and as needed, create

performance development plans and proceed through disciplinary process.

● Participate in bi-weekly revenue meetings to discuss risks, opportunities and strategic plans.

● Monitor staffing levels to ensure resources are maximized while minimizing unnecessary staff changes.

● Take a strategic approach to innovation, consistently looking for new ways to enhance our services.

● Work with other key functional departments to strategize and improve results.

● As a business owner, work on developing systems, reporting, and technology to optimize performance

● All other duties as assigned.


  • 4-year degree from an accredited institution OR appropriate combination of experience and education

(Master’s Degree preferred).

  • Minimum 7 years of prior higher education administration or student Services work desired.
  • Minimum of 5 years’ experience in people management.
  • Proven ability to think strategically.
  • Ability to think big picture.
  • Demonstrated ability to get buy in and influence change.
  • Excellent oral and written communication.
  • Innovative.
  • Professional oral, written andcommunication skills for effective contact and presentation with stakeholders
  • Strong analytical skills, with a track record of developing actionable recommendations from quantitative


  • Great attention to detail, excellent organizational & project management skills.
  • The ability to multi-task, and work well under pressure with tight timelines
  • Must be able to perform non-local travel up to 20%.

Supervisory Responsibilities:

  • Responsible for a Retention Services team.

Pearson Canada is committed to providing accommodation for persons with disabilities. If you require accommodation, we will work with you to meet your needs.

Primary Location: CA-ON-North York

Work Locations: CA-Toronto-105 Gordon Baker 105 Gordon Baker Rd North York M2H 3P8

Job: General Business Operations

Organization: North America

Employee Status: Fixed Term

Job Type: Temporary Work

Shift: Day Job

Job Posting: Jul 9, 2018

Job Unposting: Ongoing

Schedule: Full-time Temporary

Req ID: 1809573

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled