Student Success Manager

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

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 

• 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

• 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

• 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

• • 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 their own growth and development.
    • Prepare and work towards thoughtful succession planning.
  • Create and maintain healthy team culture:
    • Provide context and vision to team members when setting direction.
    • Create a collaborative, transparent environment marked by collegial feedback and growth mindset--in some cases across offices through remote management/team-building.  
    • Leverage individual strengths to ensure high performing team.
    • Promote employee retention through championing professional development, work/life balance, positive recognition, university pride, and exemplification of the guiding principles.  Mission-driven cohesive team.
    • Champion a culture of diversity, cultural humility, and inclusion that attracts and retains diverse talent
  • Advisor hiring & training
    • Ensure a thorough understanding of SSA role and competencies.
    • Build hiring plans aligned with strategic direction.
    • Ensure world class onboarding and training experience

Things That Should Be In Your Background:

• Bachelor’s degree required, Master’s degree preferred
• 4 - 6 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

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, U.S.benefits include: 

• Medical, dental, and vision coverage
• Life insurance, disability, and 401(k) employer match
• Free snacks and drinks in-office
• Generous paid holidays and leave policies, including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

The anticipated base salary range for this role is ($74,000 -$85,000), with potential bonus eligibility.  Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired.

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U LLC

For more than a decade, 2U, Inc. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U, LLC. Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and 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, gender identity, 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 and pay.