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Faculty Relationship Specialist

Faculty Relationship Specialist

ID 
2017-4441
Job Locations 
US-MD-Lanham
Category 
Faculty Support

More information about this job

What We're Looking For

The Faculty Support team integral to 2U's Post Enrollment Services group and is responsible for working with faculty from partner institutions and ensuring their success as they teach using 2U’s technology in the virtual environment. This position involves being the liaison between 2U and faculty members, and ensuring a positive, rewarding, and success relationship is continuously fostered.
 
The Faculty Relationship Specialist will be responsible for developing and executing a growth plan that focuses on the relationship aspect between 2U and faculty members. The Faculty Relationship Specialist enhances the faculty experience by providing take-charge, comprehensive and exceptional customer service. This requires showcasing white-glove service to faculty during the day-to-day operations and communications. The Faculty Relationship Specialist is an individual who is incredibly organized, technically savvy, comfortable with online technologies, and is familiar with Adobe Connect or other video sharing platforms. Teamwork is crucial, as this role will also be encompassing all responsibilities of the rest of the Faculty Support Team on a per-needed basis.
 
The Faculty Relationship Specialist 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 to collaborate with PES leadership, Faculty Training & Enrichment, Customer Support Operations, and other teams to ensure issues are resolved in a timely manner.
 
Flexible - ability to work days, evenings, or weekends depending on the business need.

Responsibilities Include, But Are Not Limited To

  • Be the single point of contact to the faculty; the known face of 2U with contacts across multi-levels; Acting as primary interface between 2U, faculty, and internal teams
  • Be the internal 2U expert on faculty experience, organization, operations, and key personnel
  • Create, Develop and maintain account plans covering faculty relationship management and 2Us the growth of 2Us services
  • Embody strategies for successful approaches with account management, deliverable management, issue and complaint management as well as resolving escalations 
  • Develop strategies and methodologies to proactively check ­in with faculty in assigned programs
  • Translate program priorities into actionable themes that will inform faculty training and support interactions
  • Responsible for hosting calls with faculty/university contacts as required to review service performance, manage expectations, and track deliverables across all university programs. Drive participation from other 2U teams as appropriate ​
  • Work with university partners to ensure end of term survey scores are sustained at an appropriate satisfaction level
  • Work with training team to ensure faculty members are appropriately trained and understand how to use 2Us platform.
  • Responsible for setting up technical accounts and permissions for faculty within assigned programs
  • Collaborate with Operations teams to monitor faculty issues/complaints originating from Universities, directly from faculty and internal constituents and work with appropriate cross-functional teams in communicating and resolving these issues
  • Adapt to changing business requirements and set appropriate goals to achieve service excellence
  • Provide exceptional service and support to faculty and students with technical issues in the Learning Management System (LMS), Adobe Connect, and other technology platforms
  • Work with cross-functional teams to proactively engage in appropriate dialog to ensure document and/or authorization changes impacting operating results are managed to mutual benefit to 2U and the university program
  • Manage and support GM, Ops, and Student Support in assigned programs
  • Establish and manage priorities in case of competing resources
  • Be a model change agent, challenge the status quo, and bring creative solutions
  • Maintain white­ glove service approach in every activity and interaction
  • Occasional travel to programs sites
  • Other duties as assigned

Things That Should Be in Your Background

  • Bachelor’s degree required
  • Previous account management/client services experience
  • 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)
  • 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 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

  • Bachelor’s degree required
  • Previous account management/client services experience
  • 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)
  • 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 and a high sense of urgency
  • Ability to work quickly and accurately; must be able to multitask in high-intensity situations

 

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