Student Success Manager - USC
2U Lanham, MD
- Expired: April 07, 2021. Applications are no longer accepted.
What We're Looking For:The Manager, Student Success is a critical role responsible for driving revenue and student retention, owning the university partner relationship as it relates to student engagement, and managing a team of dedicated Student Success Advisors at 2U. Student Success owns the outcomes of our students through a combination of high touch, consultative coaching and data-driven decision making. The Manager, Student Success will serve as the strategic and operational champion to drive great outcomes for our students.
This role will oversee a program team with full accountability for student retention, satisfaction, and outcomes. The SSM is one of the most pivotal roles in the Student Success organization due to their responsibilities over customer engagement and satisfaction, developing Student Success Advisors to success as individual contributors and leaders, as well as revenue and forecast responsibilities.The Manager will be an instrumental member of the Student... Success team, and directly manage a team of program specific Student Success Advisors who are responsible for owning the entirety of the student experience.
Along with Student Success leadership, the Manager will serve as a subject matter expert in student success and retention as well as implement processes and strategic engagements designed to execute on this strategy. Managers will serve as an additional resource and escalation point to students while fully supporting our university partners.Responsibilities Include, But Are Not Limited To: Managing Partnerships (20%) Communicate clearly and effectively to colleagues within other 2U departments and to our university partners such as Program Directors, Academic Advising leads, and faculty. Maintain healthy partnerships, collaboration, and trust with university partners.
Drive program improvements via influence, partnering with internal and external stakeholders to implement student success best practices and strategize on additional interventions. Serve as the SME on student engagement, satisfaction, and retention with all internal and external stakeholders, making recommendations to internal and external stakeholders regarding the student experience. Departmental Leadership (10%) As a member of the Student Success leadership team, Identifying and implementing innovations and efficiencies across the department which will enable programs and teams to scale well quickly.
Thinking creatively and working collaboratively with colleagues inside and outside of the student success department to launch and drive new initiatives from inception to implementation. Managing Program Health (40%) Maintain accountability for and positively impact key program health metrics such as retention/graduation rates, credit generation, yield, and SS/Program NPS--and meet or exceed management targets in each. Maintain operational excellence of program and the student success function.
Uphold departmental best practices such as pipeline meetings, yield meetings, contact strategies, yield playbook to identify and mitigate student risk. Forecast future credits, students, LOA returns via an understanding of the revenue model, assumptions, and management targets. Ensure communication and mitigation of any risks to business outcomes.
Create, uphold, and ensure utilization of outreach/engagement dashboards via Salesforce to ensure consistent student outreach. Managing People & Building Teams (30%) Manage Advisor performance: Develop Student Success Advisors as coaches--adept at managing their caseload, uncovering retention barriers, identifying and applying intervention strategies, and applying our coaching methodology. Consistently assess and drive SSA performance in KPIs--including student retention and satisfaction.
Develop Advisors: Prioritize people development through consistent feedback, clear expectations, use of career pathing framework, appropriate delegation and stretch assignments, and empowering team members to own
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