Student Success Manager

**What We're Looking For**:
Our Student Success Manager is the direct manager to Success Advisors and is responsible for managing their day-to-day adherence and availability while driving their performance inline with our predefined QA framework. They are accountable for service levels and productivity targets, with a goal to deliver stand-out CX.

The Success Manager supports management in defining and refining processes through research and is responsible for ensuring effective roll-out and adherence to company policies. They manage communication with students, their team as well as other departments. They also use their experiences and course presentation metrics to guide production teams with course design.

**Responsibilities Include, But Are Not Limited To**:
**Team Management, QA & Coaching**
- Onboard new team members to the department and ensure they are set up to support their first short course.
- Train new and existing team members and equip them to thrive when performing all aspects of their role.
- Assess the student engagements completed by your team members using our internal quality assurance framework to identify performance gaps and trends.
- Coach team members by providing performance feedback on a regular basis and equip them with effective strategies to enhance their performance.
- Develop team members and nurture top talent for career pathing and succession guided by our internal career development framework.
- Report on daily & weekly student engagement metrics with a goal to achieve team targets for course completion and student satisfaction.

**Retention and Service Recovery**
- Account for the delivery and quality of support provided to students as well as success strategies being implemented.
- Authorise exceptions such as out-of-policy cancellations, deferrals and suspensions that have an impact on key course metrics and revenue.
- Maintain your knowledge of our learning platform, systems and short course delivery to diagnose and escalate service failures.
- Investigate incidents, escalate and report inline with our internal incident management framework.

**Course Delivery**
- Allocate upcoming course presentations to your team members 3-weeks prior to the course start date aligning allocations to the team members' skill set while trying to optimize team capacity and occupancy.
- Oversee course-specific student communication for new and existing courses and ensure that it aligns with course design, university terminology and brand.
- Document variations in course delivery for your assigned universities that will be used to train team members and guide production team.
- Guide production teams during the course design phase by informing them of student behaviour and engagement during the presentation phase.
- Compile end-of-course reports and ensure reporting is completed by your team members when required.

**Adherence and Improvement**:

- Manage leave and on-shift availability of your team ensuring support is available to students across all channels in line with defined support hours.
- Identify continuous improvement opportunities with a goal to enhance the student experience and achieve process excellence.
- Present team metrics, updates and acknowledgements in monthly department wide huddles.

**Things That Should Be In Your Background**:

- A holder of a relevant tertiary education preferably in education, technology, communications or 3 years experience in a service-oriented, customer support or related role.
- Team management experience essential.
- Demonstrated passion for customer service in the interests of the business and customer.
- Excellent command of the English language, verbal and written communication skills and demonstrated proficiency in telephonic engagement.
- Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally;
- Technical proficiency in working on different systems (training will be provided).
- Self-manage workload through the use of data and metrics to drive efficiency. Ability to handle a constantly changing flow of traffic; remain productive during times of reduced capacity requirements, be able to multitask effectively during times of high capacity requirements, exercise patience and professionalism during stressful situations.

**Other Attributes That Will Help You In This Role**:
**Working Conditions**
- 2U is a fast-paced, high-pressure environment and you will be expected to keep up (while getting the necessary level of support). You are expected to be proactive, self-directing and to speak up when you need additional support.
- Teamwork is critical to achieving success in this role. You will need to establish strong relationships with peers and leaders in presentation and production teams.
- We don't micromanage. So, you have to diagnose problems and brainstorm solutions without any prompt and manage up appropriately.
- Things change all the time. 2U is a very dynami