Team Manager: International Grad Program

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Reference: 9027/MZ/20190429

Summary of Job:

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.

Program Health

  • In partnership with fellow leadership, implementing strategies to positively impact key metrics, e.g., graduation rates, student satisfaction, student retention goals, and credit generation.

  • Maintaining accountability for program performance including budget management, student retention, and credit generation.

  • Collaborating directly and regularly with university partners and 2U leadership and cross functional team leads regarding current and future program performance.

  • Identifying opportunities for improvement and growth within designated program.

 

Team Management

  • People Management.

  • Support, mentor, guide direct reports.

  • Continuously manage performance and behaviour of direct reports by

  • Conducting frequent 1:1 meetings on priorities/responsibilities

  • Conducting bi-annual performance reviews.

  • Ensuring timelines are achieved as per agreed upon business requirements.

  • Regularly measure customer satisfaction levels and identify & implement steps to improve satisfaction levels.

  • Identify retention strategies with talent team.

  • Identify and manage future growth of team as per business need.

  • Providing direct management and ongoing mentorship to Student Success Advisors in an organization highly supportive of professional development.
  • Recognizing and taking advantage of opportunities to provide specific positive feedback that will drive continued motivation and morale.

  • Delivering actionable (sometimes difficult) constructive feedback to accelerate SSA development.

  • Through direct SSA management, identifying risks to program objectives, performance, and metrics goals, and subsequently recommending mitigation plans to promote program’s success.
  • Managing student attrition through ensuring that all Student Success Advisors are providing proactive, comprehensive, and “white glove” consultative coaching.

 

Collaboration & Innovation

  • Thinking creatively and working collaboratively with 2U departments to launch and drive new initiatives from inception to implementation.

  • Identifying and implementing efficiencies across the department which will enable programs and teams to scale quickly.

 

Operational Excellence & Reporting

  • Along with the 2UGrad Analytics, Program Management, Finance, and other teams, interpreting and synthesizing data and reports to drive operational change and overall program improvement.

 

Education and Experience:

  • Bachelor’s degree required, Master’s degree preferred.

  • 2-3 years’ experience directly related to the duties and responsibilities specified.

  • 1 - 3 years’ experience directly managing employees, with a focus on professional development.

  • Previous experience in Higher Education industry strongly preferred.

  • Prior coaching or advising background strongly preferred.

  • Ability to work with a diverse team in a fast-paced environment.

  • Demonstrated experience in achieving defined results, and exceeding goals and objectives.

  • Excellent relationship management skills.

  • Strong attention to detail, adherence to deadlines, and excellent follow through.

  • Ability to think critically and identify potential issues before they arise.

  • Excellent interpersonal and oral and written communication skills required.

  • Demonstrated ability to receive direct and constructive feedback, and respond with an attitude of a lifelong learner always looking to exceed expectations and grow.

  • Excellent listener balanced with ability to cultivate the thinking of others.

 

Other Attributes That Will Help You in This Role

 

  • Ability to manage multiple priorities simultaneously.

  • Ability to understand complex programs, processes, and organizational structures and function effectively within them.

  • Enthusiasm and the ability to thrive in an atmosphere of constant change.