2U HQ - Lanham Office

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Faculty Relations Manager

Faculty Relations Manager

ID 
2017-4395
Job Locations 
US-MD-Lanham
Category 
Faculty Support

More information about this job

What We're Looking For

Faculty Support empowers faculty and school leadership to create and implement an engaging online learning environment that delivers transformative student outcomes.  We offer an end-to-end faculty experience providing new program launch guidance, detailed training, and relationship management throughout the lifecycle of a program.

 

On the Faculty Support team, the Manager Faculty Relations will be responsible for developing and executing a growth plan for the Faculty Relationship Specialists team that focuses on the relationship aspect between 2U and faculty members.  You’ll will work with individuals on the team to enhances the faculty experience by providing take-charge, comprehensive and exceptional customer service. You’ll enhance the faculty experience by providing exceptional and comprehensive white-glove customer service. You’ll be extremely comfortable with managing a team of both onsite and remote employees.    You’re solution-oriented, regularly challenging the status quo, while expeditiously seeing all faculty issues through to resolution.



Responsibilities Include, But Are Not Limited To

  • Act as the escalation point for interface between 2U, faculty, and Ops
  • Work with team to develop strategies and methodologies to proactively check ­in with faculty in assigned programs
  • Oversee faculty account management operations by building internal and external relationships, and serving as the link between internal teams and university partners
  • Develop and train team to translate program priorities into actionable themes that will inform faculty training and support interactions
  • Train existing and new team members to become knowledgeable resources and provide faculty with education regarding current service functionality
  • Work with team on a quarterly basis to improved survey satisfaction scores for all assigned programs
  • Create strategies and recommend improvements in the nature and extent of faculty interaction and experience
  • ­Collaborate with internal teams to execute on program deliverables and ensure faculty satisfaction  
  • Adapt to changing business requirements and set appropriate goals for self and team to achieve service excellence
  • Be a model change agent, challenge the status quo, and bring creative solutions
  • Manage and support internal partners  in assigned programs
  • Report, manage and analyze big data metrics
  • Manage and develop quarterly rotational schedules to cover calls in queue
  • Identify issues and drive towards resolution
  • Occasional travel to programs sites
  • Other duties as assigned

Things That Should Be in Your Background

  • Bachelor’s degree required
  • Minimum 3 years management experience required.
  • Demonstrated success in previous account management/client services experience required
  • Minimum 5 years experience working in a service-oriented, customer support, technical support or related field
  • Prior experience providing service in a collegiate, university or online environment a strong plus
  • Advanced computer skills, including current Microsoft & Apple OS, Microsoft Office, Chrome, Firefox, Safari, IE, Google Applications
  • Excellent verbal and written communication skills with the ability to communicate in a courteous, tactful, and concise manner
  • Ability to analyze problems, interpret operational needs, and develop integrated, creative solutions
  • Organizational skills with exceptional attention to detail and a high sense of urgency
  • Ability to work quickly and accurately; must be able to multitask in high-intensity situations

Other Attributes That Will Help You in This Role

Travel: Occasional travel to programs sites

 

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
2U partners with leading colleges and universities to deliver the world’s best online degree programs. Our Platform, a fusion services and technology, enables schools to attract, enroll, educate, support and graduate students around the world. Our company culture is united by our No Back Row® philosophy; the idea that when we each lean in and do our part, we are better individually and collectively.

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.

Benefits
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 that include a winter break from Christmas through New Year and more!
  • Tuition reimbursement program