Student Support Manager, Data Science 2U, Inc.
THIS JOB HAS EXPIRED What We're Looking For
In partnership with UC Berkeley's School of Information (I School), 2U launched the country?s first fully online Master of Information and Data Science (MIDS) degree program. The mission of the program is to deliver highly desired advanced practice professionals, with a high level education and moral grounding, to organizations across the country.
The Student Support Manager is responsible for managing student attrition through providing proactive, reactive, comprehensive and exceptional customer service. This position is the critical escalation point in executing 2U's expected white glove service level for its students, graduates and faculty.
The Student Support Manager will:
Provide leadership and oversight to the growing team of current part time as well as full time staff.
Manage the activities of student services team in regards to managing the processes for new student on-boarding training, class monitoring, follow-up, and communication. Serve as the primary contact for student support advisor?s questions, as well as, provide assessment of critical situations determining when escalation is required.
Works directly with the University partner to set expectations, resolve issues and create new processes where needed to meet the needs of the business.
Works with the Sr. Director in addressing staff performance issues, concerns, and achievements.
Responsible for designing and implementing processes that foster student retention and success
Work with Director Faculty Support to make sure students are fully supported during live sessions as well as coordinate with Faculty Support to ensure all live sessions are monitored. Work with internal cross-functional teams (tech and faculty support) to promptly resolve student issues.
Assist in development and implementation of qualitative and quantitative accountability measures to provide visibility into the team?s activities and used to identify, track and implement ongoing improvement projects.
Manage student attrition through providing proactive, reactive, comprehensive and exceptional customer service. This position is the critical in executing 2U's expected white glove service level for its students, graduates and faculty.
Oversees and helps performs the day-to-day operations to ensure department functions are in accordance with university policies.
Responsible for attaining management set student retention goals/ Develop and implement student retention programs
Ensure consistent operation of department in accordance with all university policies.
Follow up on cases, tech issues that are L2 to make sure they are all handled and escalated in a timely manner
Things That Should Be in Your Background
Bachelor?s Degree required
Minimum 2 ? 4 years experience working in a service-oriented, customer support or related field. Minimum 1+ years experience as a Student Support Advisor strongly preferred.
Strong customer service background required. Previous experience providing exceptional customer service in a collegiate or university environment is a strong plus.
Familiarity with online learning technology a plus
Excellent computer skills (Microsoft Office, inclusive of Word, Excel, PowerPoint)
Other Attributes That Will Help You in This Role
Familiarity with using technology in an educational setting
Familiarity with Amazon Web Services, Python, R, and other data science tools a plus
Strong quantitative background and ability to understand mathematical and statistical concepts
Flexibility to work predominantly west coast hours
Excellent verbal and written communication skills with the ability to communicate in a courteous, personal, tactful, and concise manner
Strong student-centered, customer service focus; commitment to student and faculty satisfaction and success
Ideal candidate has a passion for building and maintaining relationships with their team and the students
Flexibility to work scheduled evening or weekend hours, 2-3 times a week
Enthusiasm and the ability to thrive in an atmosphere of constant change
Ability to work and contribute in a team environment
Founded in 2008 by a unique team of education veterans with unparalleled experience, 2U, Inc., formerly known as 2tor, Inc., partners with preeminent institutions of higher education to deliver rigorous, selective degree programs online to students globally.
2U supplies universities with the tools, expertise, capital, and global recruiting needed to build and support programs of quality and scale.
Technology: 2U develops state-of-the-art technology platforms that give universities the ability to deliver traditional offline curricula in a unique online learning environment.
Instructional Design: Our instructional designers work closely with faculty to translate classroom courses into a compelling combination of synchronous and asynchronous online and real-world experiences, using the best educational and social technologies available. We work side-by-side with professors to evolve those courses. We make improvements as usage and learning patterns emerge and new technologies become available.
Infrastructure: 2U provides the support infrastructure and the logistical components of our partners? online programs. This includes comprehensive student support services from enrollment through graduation and beyond, as well as practical learning experiences in communities around the world.
Resources: 2U makes an upfront investment of over $10 million in each of our partner programs. By supplying capital and global marketing capabilities, we enable universities to give high-performing students around the world a transformational educational experience.
Since our founding, 2U has partnered with some of the most prestigious research universities to deliver groundbreaking online degree programs. You can read about our partners here (www.2U.com/partners).
And if you?re ready to help our team (www.2U.com/team) build the next great movement in higher education, consider joining us (www.2U.com/careers).
Why It?s Great to Join Our Team
There are plenty of reasons, but here are a few:
Benefits ? at 2U we offer a great benefits package including medical, dental, vision, life insurance, disability and 401k. We also offer paid time off and company holidays. That?s not all! Employees receive a 100% paid tuition benefit for themselves, their spouse and their legal dependants.
Our Culture ? We are a highly energetic, innovative start-up company with room to grow. We don?t take ourselves too seriously, and strive to maintain a casual, professional and highly productive work environment for our team. 2U employees enjoy many perks, including the ability to wear jeans to work every day.
Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time-to-time, as needed.
2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans' status, or any other classifications protected by applicable federal, state or local laws. 2U?s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay, and dismissal.
||Landover, MD |
THIS JOB HAS EXPIRED