Director of Counseling

Position Overview:

As the Director of Counseling at HelloCollege, your primary objective is to oversee servicing of our college counseling team. You will play a pivotal role in improving service delivery and scaling the counseling team as it continues to grow. Reporting to the VP of Client Services, you will be responsible for team leadership, operations, professional development and curriculum development.

Key Responsibilities:

• Lead and manage HelloCollege's counseling team.
• Elevate service quality and client experience.
• Drive business outcomes through strategic leadership.
• Partner with essay, tutoring, and sales departments on company initiatives 
• Oversee a limited group of students and families, personally managing any escalated issues to guarantee consistent service delivery and optimal results.
• Serve as a positive and influential leader within the organization, partnering with the executive team to drive company goals, lead organizational change, and support continuous improvement initiatives across the business.
• Partner with the Marketing team to generate client reviews, testimonials, success stories, and case studies that strengthen brand awareness and showcase student outcomes.

Key Performance Metrics

• Maintain chargeability rate for the Counseling Team.
• Maintain a high client retention percentage
• Build, develop, and retain a high-performing team through strategic hiring, effective onboarding, ongoing coaching, and a strong culture of accountability and growth.
• Lead the organization's client outcomes strategy, ensuring measurable student success, family satisfaction, and continuous improvement across all service lines.
• Create and oversee a comprehensive outcomes measurement framework that demonstrates the value and impact of HelloCollege's services.
• Utilize client feedback, survey data, and outcome metrics to drive strategic decisions, service enhancements, and long-term growth initiatives.
• Partner with the executive team to establish, monitor, and improve key success metrics that support both client retention and business objectives.

Team Leadership & Quality Assurance

• Recruit, train, onboard, and manage counselors.
• Oversee performance management.
• Coach and mentor counselors to continuously improve service delivery, strengthen student outcomes, and provide an exceptional family experience.
• Deliver ongoing training and professional development.
• Incorporate business-minded thinking into counselor development.
• Collaborate across different departments to improve efficiency, satisfaction, and profitability.
• Resolve client escalations as needed.

Operations & Service Development

• Develop and maintain counseling frameworks, resources, process and best practices.
• Oversee counseling materials, curriculum, and service standards.
• Manage client assignment, time tracking, and counselor deliverables.
• Stay current on counseling, admissions, and higher education trends.
• Manage and build systems to measure client outcomes and satisfaction.
• Prepare leadership reports on chargeability, retention, and turnover, client outcomes, and other success metrics
• Monitor client hour utilization and identify opportunities for additional service recommendations.

What We're Looking For

• Leadership experience managing fast-growing teams in education, counseling, and client-service environments.
• Demonstrated ability to coach and develop counselors in mentoring high-achieving students, helping them identify opportunities, maximize their potential, and achieve ambitious academic and college admissions goals.
• AI-forward thinker with a passion for leveraging emerging technologies to improve operations, enhance client outcomes, and drive innovation.
• Strong business acumen and strategic mindset.
• Proven ability to build and retain high-performing teams.
• Positive, solutions-oriented leader who thrives in a dynamic environment and consistently turns challenges into opportunities for growth and improvement.
• Data-driven approach to performance management and continuous improvement.

Requirements

• Bachelor's degree in education, counseling, or a related field (MBA preferred).
• Minimum of 5 years of leadership experience in an educational or tutoring setting.
• Highly self-motivated and results-driven with a track record of meeting and exceeding goals.
• Flexibility to work evenings and Saturdays. Average schedule 11am-7pm (CST).
• A positive and influential leader with exceptional communication skills, a collaborative mindset, and the ability to motivate and engage others.
• Meticulous attention to detail, ensuring high-quality documentation, organization, communication, and operational execution.
• Comfortable navigating a variety of technology platforms and eager to embrace new tools that enhance productivity, collaboration, and innovation.

• Professional home setting and strong internet.

Benefits:

• Health, Dental, Vision
• Short-term and long-term disability insurance
• 401k
• Unlimited PTO
• Maternity/paternity leave
• Internet stipend. We supply laptop.