2U HQ - Lanham Office

Returning Candidate?

Team Lead - Live Classrooms

Team Lead - Live Classrooms

ID 
2017-4438
Job Locations 
US-MD-Lanham
US-CO-Denver
US-CA-Los Angeles
US-Remote
Category 
Technology

More information about this job

What We're Looking For

The Live Classroom Team Lead is responsible for the day-to-day operations and communications of the Live Classroom team delegated by the Live Classroom Manager, as well as enhancing the faculty and student experience in 2U programs by providing take-charge, comprehensive and exceptional customer service. This position requires an individual who is incredibly organized, technically savvy, comfortable with online technologies, and is familiar with Adobe Connect or other video sharing platforms. The Live Classroom Specialist will also be expected to virtually monitor sessions and be proactive in ensuring a seamless classroom experience.

 

The Live Classroom Team Lead is responsible for not only fulfilling the requirements of a Live Classroom Specialist, but also managing direct reports of around 10 other Specialists. This includes scheduling out Live Classrooms, collaborating with Sr. Live Classroom Specialists on operations, conducting weekly meetings, and reporting metrics. The Team Lead is expected to lead by example and be a point-person for all issues related to Live Classrooms.

 

The Team Lead must have knowledge of the inner workings of the PES Department and the ability to communicate effectively across team and departmental lines, as they will be the contact for Faculty and Student support in regards to coverage for New Professors, New Student courses, Accommodations, and other requests.

 

Primary hours for this position will be: (Monday - Friday, 12:00pm - 8:00pm EST)

 

Responsibilities Include, But Are Not Limited To

  • Coordinating team schedule with coverage requests
  • Reporting and analyzing metrics
  • Conducting 1:1 meetings with direct reports
  • Developing team members for professional growth
  • Setting up technical accounts and permissions
  • Hiring of new staff
  • Facilitating in onboarding and training of new staff
  • Continuing the improvement of the Live Classrooms team and 2U

 

Live Classroom Team Lead is also expected to fulfill all duties of a Live Classroom Specialist:

 

  • Providing exceptional service and support to faculty and students with technical issues in the Learning Management System (LMS), Adobe Connect, and other technology platforms
  • Monitoring Live Classrooms to ensure they run smoothly in all aspects
  • Completing all required documentation after each Live Classroom so other teams can follow up and address issues that arise
  • Troubleshooting technical issues and coordinating solutions with 2U’s technical team
  • Assisting students and faculty in troubleshooting basic technical issues in an expedited manner
  • Identifying and referring students to Faculty and Student Support Advisors for additional training
  • Being available for incoming calls during peak times
  • Attending weekly team meetings and workshops (virtually or in person)
  • Assisting in projects related to Live Classrooms
  • Communicating and working with other teams and departments that interact with Live Classrooms
  • Traveling up to 4 times a year
  • Other duties as assigned

Things That Should Be in Your Background

  • Bachelor’s degree required
  • Minimum 3 year experience working in a service-oriented, customer support, technical support or related field (experience providing service in a collegiate, university or online environment a strong plus)
  • Previous management experience a plus
  • Advanced computer skills (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
  • Organizational skills with exceptional attention to detail
  • Ability to work quickly and accurately; must be able to multitask in high-intensity situations

Other Attributes That Will Help You in This Role

  • Familiarity with online learning technology
  • Strong customer service focus; commitment to faculty and student satisfaction and success
  • Ability to adjust to a flexible work day schedule, including evening and/or weekend hours to support Live Classrooms at peak times
  • Enthusiasm and the ability to thrive in an atmosphere of constant change
  • Ability to work and contribute in a team environment while remote
  • Willingness to take on last-minute requests for Live Classrooms
  • Eagerness for professional development and continual improvement of the 2U vision

 

 

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
  • Tuition reimbursement program
  • Spontaneous dance parties
  • No Asshole policy 

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.

 

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.