Manager, Enrollment Shared Services

The Manager of Enrollment Shared Services leads the centralized functions that support consistent, accurate, and efficient enrollment operations across Catalyst Family Inc. The role is responsible for customer account support, quality assurance, training, enrollment systems and data integrity, reporting, process documentation, and coordination of complex enrollment service requests.

The Manager establishes service standards and performance measures for enrollment and shared-services work, develops scalable processes, and ensures regional Enrollment teams receive timely and reliable technical and administrative support. The role partners closely with Enrollment Operations, Center Operations, Accounting, Compliance, Information Technology, and other internal teams to resolve issues, improve workflows, and maintain audit-ready records.

Key Responsibilities

• Oversee Enrollment’s family account support functions, including account research, issue resolution, and coordination with Accounting and Finance.
• Develop standards and oversight for Enrollment’s role in monthly billing and reconciliation processes by ensuring enrollment, attendance, authorization, and family account information is complete and accurate.
• Monitor unresolved account issues and recurring discrepancies, identify root causes, and recommend corrective actions.
• Develop and monitor quality-assurance standards for enrollment, eligibility, certification, recertification, and family-account documentation, including risk assessment and corrective actions.
• Partner with Compliance, Contracts, and Enrollment Operations to interpret regulatory or funding updates and incorporate changes into procedures, systems, and training.
• Provide first-level oversight of the development and maintenance of enrollment procedures, job aids, templates, quality checklists, escalation guides, and shared-services documentation.
• Support the development and implementation of training for Enrollment team, center leadership staff, and other cross-collaborative departments, evaluating ongoing training effectiveness.
• Participate in the selection, design, testing, implementation, and improvement of systems and applications supporting enrollment and customer accounts.
• Use performance and quality data to identify trends, recommend improvements, and oversee implementation of corrective actions and process improvements.
• Establish service expectations for communication with families, centers, regional teams, and internal partners and coordinate escalation processes with collaborating departments.
• Build effective working relationships with Center Operations, Accounting, Compliance, Information Technology, and funding partners.
• Manage, coach, and develop assigned staff and establish clear responsibilities and performance expectations.
• Create role clarity and cross-training plans that strengthen coverage, succession readiness, and continuity of service.
• Promote collaboration, accountability, confidentiality, customer service, and continuous improvement consistent with Catalyst Family Inc. values.

Required Qualifications

• Bachelor’s degree in business administration, social work, accounting, public administration, or a related field, or an equivalent combination of education and relevant experience.
• Four or more years of progressively responsible experience in enrollment, subsidized childcare, customer accounts, program operations, compliance, or a related field.
• Three or more years of experience supervising staff or leading a service-oriented operational function.
• Demonstrated experience improving workflows, establishing service standards, and using performance data to manage results.
• Working knowledge of eligibility, enrollment, attendance, documentation, and regulatory requirements for social services or related programs.
• Experience coordinating account research, billing support, reconciliation support, or other financial-adjacent operational processes.

Preferred Qualifications

• Experience leading centralized or shared-services operations across multiple regions or programs.
• Knowledge of subsidized childcare enrollment, eligibility, funding requirements, and customer-account practices.
• Proficiency in a second language.

Key Competencies

• Operational leadership and the ability to translate strategy and organizational change into consistent daily practices.
• Strong analytical and problem-solving skills, including root-cause analysis and resolution of complex cross-functional issues.
• Effective people leadership, coaching, delegation, and performance management.
• Clear communication and the ability to build consensus and clarify decision rights with families, employees, leaders, and cross-functional partners.
• Strong organization, prioritization, judgment, attention to detail, confidentiality, and ability to manage high-volume work with competing deadlines.

Working Conditions

• Generally pleasant working conditions.
• Less than 50% of daily assignments involve prolonged physical effort.
• Periodic travel to regional offices, centers, training sessions, and operational meetings based on business needs.

Shift Type: Full Time, Exempt | On-Site

Schedule: Monday - Friday, 8 hours per day

What We Offer:

• Medical, Dental and Vision Benefits
• 401(k) Retirement plan and Employee Assistance Program (EAP)
• Personal Health Advocate
• Paid vacation, sick time, and holidays
• Commuter pre-tax benefit
• Discounted childcare
• Access to the Calm app
• Tickets at Work employee discounts
• Be constantly in a learning and growth process with training and professional growth advisory

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace.