Re-enrollment Specialist

Who We Are

Our mission is simple but critical: to build pathways for adult learners to earn high-quality, workforce-aligned degrees and credentials from North Carolina’s public universities.

At Project Kitty Hawk, our work reflects our company values:

Collaboration – We prioritize our partners’ success and reputation, aligning every initiative with their goals, reflecting their values, and enhancing their impact.

Innovation – We innovate, not replicate. As creative problem solvers, we use data-driven insights to push boundaries, continuously improve our services, develop solutions, and redefine what it means to serve nontraditional learners.

Empathy – We understand the unique challenges of nontraditional learners, and are committed to supporting them with empathy, respect, and solutions that fit their needs.

Integrity – We operate with transparency and accountability in everything we do. We uphold honesty, take ownership of our work, and maintain the highest standards.

Teamwork – We embody the collaboration we seek. We always strive to be dependable, supportive, and solutions-oriented teammates.

Together, we partner with universities in the University of North Carolina (UNC) System to produce innovative, flexible degree and credential programs in high-demand fields. Each PKH team member plays a vital role in advancing this mission and shaping the future of education for adult learners.

These values will enable us to realize PKH’s vision: to make North Carolina’s public universities the top choice for adult learners and to amplify the UNC System’s role as a national leader in higher education innovation, access, and student success. By joining our team, you have an opportunity to contribute to our achievement of that vision, in the process helping to create opportunities for thousands of learners to earn their success and move up the economic ladder.

At Project Kitty Hawk we hire talented people who are not only dedicated to our mission but share our belief that working together makes us stronger and more effective. In this organization you’ll find individuals with a range of interesting backgrounds and life stories; the true magic happens when those individuals come together to solve problems in service of a common goal.

The Role

The Re-Enrollment Specialist (RES) is the primary point of contact for students who have stopped out before completing a degree and want to complete their degree at a UNC System institution. The RES leads the outreach to students, including calling contacts and prioritized segments, understanding the challenges students encountered before stopping out and what stands in the way of returning, and guiding them to the right readmission pathway at the appropriate UNC System institution.

What you'll do:

• Execute high-volume outbound contact (call, text, email) to stopped-out students, prioritizing campaign responders and assigned segments in alignment with established cadences and content guidelines.

• Conduct discovery conversations to understand each student’s reasons for stopping out, current goals, and barriers to return.

• Guide students through their next step, from selecting a pathway to starting the readmission or re-entry application, and confirm a warm handoff to the appropriate campus contact.

• Manage a personal pipeline in the CRM (Education Cloud), maintaining accurate dispositions, campus of origin and destination, and next actions.

• Monitor individual metrics, including contact rate, conversations, application starts, and campus handoffs, and take corrective action to improve results.

• Conduct long-term nurturing follow-up to student completers to gather information on student experience, success, and retention

• Develop and maintain working knowledge of the readmission policies, processes, and deadlines of each participating UNC System institution, including readmission versus new-application rules, time-away thresholds, academic standing and suspension requirements, holds, and transfer-credit considerations.

• Use the Re-Enrollment campus knowledge base to identify the correct pathway for each student’s situation and set accurate expectations about requirements and timelines.

• Apply System and campus operating rules on where a student may return (e.g., home-campus-first) and escalate exceptions or unclear cases to the REM.

• Capture structured, consistent data on stop-out reasons, barriers, and outcomes so the program can segment, prioritize, and report accurately.

• Share regular feedback with the REM on messaging performance, list and data quality, and recurring student objections to inform campaign and cadence adjustments.

• Flag policy changes, process friction, and discrepancies between published campus policy and student experience, and contribute updates to the knowledge base and team playbooks.

• Close the loop with campus partners on handoffs, confirming receipt and tracking returned outcomes to identify where students stall…