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Director, Student Support Engagement & Retention

Director, Student Support Engagement & Retention

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Student Support

More information about this job

What We're Looking For

The Director, Student Engagement & Retention is a highly visible role within Post Enrollment Services at 2U.  Post Enrollment Services drives the success of our students and faculty through a combination of high touch customer service and data-driven decision making.  The Director, Student Engagement & Retention will serve as the strategic and operational champion to drive great outcomes for our students.  This role will oversee multiple program teams with full accountability for student retention, satisfaction, and outcomes.  


The Director will be an instrumental member of the Student Support leadership team, and supervise a team of program specific Student Support Managers who are responsible for owning the entirety of the student experience.  The Director will create and implement processes and strategic engagements designed to foster student success and retention, while fully supporting our university partners.


Responsibilities Include, But Are Not Limited To

  • Providing direct management and ongoing support to internal Student Support Managers in an organization highly supportive of professional development
  • In partnership with fellow leadership, and 2U Talent Management, implementing strategies to positively impact key metrics, i.e. graduation rates, student satisfaction, student retention goals, and credit generation
  • Maintaining accountability for multiple programs’ performance including budget development and oversight, student retention, and credit generation
  • Collaborating directly and  regularly with university partners and 2U leadership regarding current and future program performance
  • Identifying risks to program objectives, performance, and metrics goals, and subsequently recommending mitigation plans to promote programs’ success
  • Managing multiple programs’ student attrition through ensuring that all program managers and staff members providing proactive, comprehensive, and “white glove” customer service
  • Identifying opportunities for improvement and growth within assigned programs
  • Thinking creatively and working collaboratively with 2U departments to launch and drive new initiatives from inception to implementation
  • Driving student outcomes and increased graduation rates
  • Acting as liaison between University Partners’ mid and senior level teams and 2U functions, including technology, content, finance, and others
  • Along with the Data Science and Operations teams, interpreting and synthesizing data and reports to drive operational change and overall program improvement
  • Identifying, creating, and implementing efficiencies across the department which will enable programs and teams to scale quickly

Things That Should Be in Your Background

  • Bachelor’s degree required, Master’s degree preferred
  • 5 - 7 years’ experience directly related to the duties and responsibilities specified
  • 3 - 5 years’ experience directly managing employees experience managing managers highly preferred
  • Strong customer service background required
  • Ability to work with a diverse team in a fast-paced environment
  • Focused on 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
  • Excellent listener balanced with ability to challenge colleagues constructively and stimulate the thinking of others

Other Attributes That Will Help You in This Role

  • Previous experience in Higher Education industry strongly preferred
  • 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


EEO statement:

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, 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, pay and dismissal.


Note: 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.


About 2U Inc. (NASDAQ: TWOU)

2U partners with great colleges and universities to build what we believe is the world’s best digital education. Our platform provides a comprehensive fusion of technology, services and data architecture to transform high-quality and rigorous campus-based universities into the best digital versions of themselves. 2U's No Back Row® approach allows qualified students and working professionals around the world to experience a first-rate university education and successful outcomes. To learn more, visit 2U.com.


2U Diversity and Inclusion Statement

At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same.


Why It’s Great to Work at 2U

2U offers a high-energy work environment that’s both challenging and fun. We work hard, but our offices are casual and social places. We wear jeans to work and fuel brainstorming sessions with snacks and seltzer.


2U offers a comprehensive benefits package:

  • Medical, dental, and vision coverage
  • Life insurance, disability, and 401(k)
  • Unlimited snacks and drinks
  • Generous paid leave policies including a PTO allowance for your vacation, personal, or sick days
  • Additional time off benefits include:
    • time off to volunteer for non-profit organizations
    • parental leave after 12 months of employment
    • holidays including winter break from Christmas through New Year's Day
  • Tuition reimbursement program