Voice of a Leader: Five Questions with Darlene Pittman
Meet Darlene Pittman, Senior Director of Global Student Success & Retention Operations at Boundless Learning. With nearly two decades of experience in higher education, Darlene has devoted her career to enhancing the learner’s journey from enrollment through graduation. Her servant leadership style and focus on leading by example have been instrumental in building teams that prioritize the learner’s perspective. Her innovative approach has helped shape Boundless Learning’s impressive 95% global retention rate, supported by strong operations, training, and technology systems.
Darlene joined us to share her insights on emerging trends in student retention, strategies to support underserved learners, and the role of online learning in fostering community.
What is a trend you’re seeing in student retention today?
“All learners aren’t seeking a graduate degree. They’re looking for micro-credentials, certificates or stackable certificates, so they see a quicker return on their investment and benefit to their career in a shorter amount of time.
Many employers are now accepting applicants and hiring candidates without a traditional degree. They’re willing to accept more specific training or education. The whole landscape is changing — more students are going from high school to vocational schools or community colleges and learning a skill. So, the challenge becomes, how do we make higher education more flexible and accessible to all?”
Does online learning create the same community as on-campus learning?
“One example of community building is with our partner Maryville University. They’re very collaborative with us. They have a large community of online learners; we’ve seen them offer virtual learners access to on-campus events. This provides a great opportunity for learners to feel connected to their university.
Online learning should not mean you don’t have access to network with your online cohort, faculty, or other learners. If a university offers events like symposiums or guest lectures, the invitations should be extended to their online learners.
We want to be a seamless extension of the university, and removing the line in the sand between the campus and online learners is critical to creating a sense of community.”
Darlene Pittman speaks at a Boundless Learning event in the UK.
How do you think underserved students can be better supported by universities?
“If we want to holistically improve online learning opportunities, we need to review and reconsider the barriers to admission. For many students, driving to campus is not an option, and online learning is the only pathway to continue their educational journey.
If the requirements are strict, we risk excluding those who have the will and desire to learn. Most learners seek an opportunity to earn additional education to advance their career, as well as improve their socio-economic future for themselves and their family. These learners can be successful, but we must be willing to make simple adjustments without jeopardizing academic standards, so everyone has an equitable opportunity for education.”
How does Boundless Learning maintain a high retention rate?
“We have a robust training program that supports onboarding our new hires, and we consistently use scenario-based training that focuses on overcoming objections related to starting an online program. Additionally, our technology teams invest in new technology platforms that help our team work more effectively and efficiently. We also seek learner feedback to inform strategies and initiatives that improve learner interactions and persistence.
At Boundless Learning, we have complementary teams that support the enrollment and student success teams, which enable us to focus on supporting and retaining the learner. When we hire for student success roles, we’re seeking candidates who care about people, can be empathic, and want to build relationships with the learners we support. In addition to consistent training, our student success advisors have direct coaching from leaders who have worked in higher education and online learning for years.
One crucial point I always share with my team is the importance of them seeing every interaction or situation through the lens of the learner. I advise the team to be active listeners, and to pause and reflect on every conversation they have with a learner. We may not always be able to influence or change an outcome, but we can create a great learner experience by having an intentional relationship.
Student success starts supporting learners after they are accepted into a university or college, and every learner starts with a welcome call. We have a high-touch communication plan with our learners from acceptance to graduation. We discuss their motivation and help them understand that we are the main point of contact during stressful life events or times when they may feel discouraged. It’s our job to help the learner overcome obstacles and remember their ‘why.’
I have experienced instances where a learner has failed their first test, and they are ready to wave the white flag and give up on online learning, especially if they have not experienced failure in academics before. We can share student testimonials from someone who was in the same position. We can talk about learner habits, time management skills, and the importance of building a support network, and guess what? Most will continue to pass the class, and they are grateful for our guidance. After experiences like this and having the support to understand they can be successful in the online environment, they seem to fly.”
How does Boundless Learning’s Student Success Team differ from a university’s in-house retention team?
“I believe the way we make a difference is through our ability to invest in technology, continuous improvement processes, and training. We can quickly scale our business and communication plans, regardless of the size of the programs. We develop and implement a robust communication plan for each accepted student, we want to customize and personalize their experience from the first interaction. Our team has access to innovative technologies and communication modalities that allow us to meet the learner in their preferred way.
Our internal student success teams also work directly with key stakeholders at the universities, including the bursar, financial aid, disabilities and accommodations, registrar, and admissions to secure clear guidance on policy and procedures.
As I mentioned, Boundless Learning has several functional areas that work seamlessly together to offer a great learner experience. Our training and technology teams are hard to replicate.”