Student Success Manager

2 weeks ago

Cape Town, Western Cape, South Africa 2U Full time

What We're Looking For:


A highly driven and passionate Student Success Manager to oversee all day-to-day activities and operations related to your assigned cohorts, classes, and/or market(s).

Including oversight of instructional staff, and operations including classroom experience, resource and project development, and learner outcomes.

We are looking for someone who can balance the administrative needs of the job with the relational dynamics of learner support.

The goal is to keep learners & instructors SUPPORTED & ensure they're successful along with collaborating with teams to ensure the program smoothly transitions to the next stage.


Responsibilities Include, But Are Not Limited To:

  • Create a classroom experience that energizes learners and keeps them engaged.
  • Develop and refine resources in partnership with other teams to drive successful metrics, student and instructional support, and more.
  • Actively attend, monitor, and observe pilot programs to document necessary and suggested improvements.
  • Utilize data in SalesForce, Canvas, Tableau and other reporting tools to assess classroom satisfaction and provide feedback and solutions.
  • Working to advance knowledge of Google Workspace and other SaaS tools like Jira, Lucidcharts, Smartsheets, and more.
  • Ongoing monitoring of student progress while capturing any discrepancies
  • Develop positive working relationships with different teams across the organization to develop and grow new products
  • Deliver orientation presentations to new cohorts and instructional staff
  • Draft and delivery life cycle product updates during various stages of program management (weekly, biweekly, monthly).
  • Proactively gather feedback from instructional staff, students, and internal stakeholders surrounding content, student/staff experience, and more.
  • Communicate system or process changes within the company and new approaches to student support and classroom management.
The Emerging Product Student Success Manager owns these metrics in the following ways:

  • Student Experience
  • The best marketing will always be referrals from our Alumni network. Our goal is to create a transformative learning experience that learners will always fondly remember. The Boot Camp is by its nature an extremely challenging program. You will create "magic moments" within the program that celebrates your learners' success along the way.


 Instructional Management
  • You'll be responsible for supporting instructional staff. Your ability to empower these individuals to own their classroom, create a dynamic learning environment, engage in meaningful connections with learners and skillfully present complex curriculum will undoubtedly contribute positively to the Learner Experience. You will provide weekly feedback from student surveys to guide the classroom experience.


 Team Collaboration
  • You will manage specialized product offerings and or projects to help support existing products and as a result your ability to collaborate with internal teams is crucial for success. Clear communication along with diplomacy will prove necessary to navigate this arena.


 Program Completion
  • It is up to the Emerging Product Student Success Manager to ensure our learners are supported and meeting the required metrics to complete the program successfully.

Things That Should Be In Your Background:

  • You have worked in a capacity where motivating others was essential to your success
  • You understand the importance of deadlines and streamlined communication
  • You have managed staff before
  • You have an eye for detail and processes
  • You can manage multiple projects with recurring changes, updates, and deadlines
  • You know what makes a dynamic classroom learning environment
  • You have experience in education delivery and instructional mentorship
  • You have experience in making difficult decisions, tackling problems headon, and can articulate lessons learned
  • You have a track record of delivering excellent customer/student satisfaction
  • You have successfully worked with a wide variety of individuals from diverse backgrounds
  • You have excellent communication skills and experience in being the main point of contact or representative for a brand
  • You can operate independently in a remote environment and cultivate strong relationships in a primarily remote capacity
  • You have been a part of a growing environment and are comfortable with evolving roles and responsibilities

Other Attributes That Will Help You In This Role:

  • Full-Time Boot Camp programs run during business hours Monday-Friday. Part-Time Boot Camp courses run during the evenings Monday-Thursday. Office hours are held before and after classes. With the Emerging Product SSM's role focused both on student support and administrative follow up, hours of the SSM role are flexible, however, _you will be expected to spread your working time over business hours, evenings, and during class every other weekend or as needed._

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