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Sr. Director, Student Support Engagement & Retention

Sr. Director, Student Support Engagement & Retention

ID 
2017-4451
Job Locations 
US-CO-Denver
Category 
Student Support

More information about this job

What We're Looking For

The Sr. Director, Student Support Engagement & Retention will supervise a top-notch team of program-dedicated managers who are responsible for managing the day to day activities of the student support staff. This role is responsible for designing and implementing processes and initiatives that foster student retention and success. This position is critical in making sure all programs are executing 2U’s expected white glove service level for its students and graduates.

 

We are looking for someone who has a unique blend of experience; someone who:

  • Will roll up their sleeves and take ownership
  • Has experience in creating and improving processes
  • Is strategic and analytically minded
  • Can effectively communicate and be comfortable both in the academic world and in a fast-growing, ever-changing organization

This is a client-facing role that requires being able to balance multiple projects and priorities with a good degree of attention to detail.

 

Responsibilities Include, But Are Not Limited To

  • Provide direct management and ongoing support to the Managers including and professional development.
  • Implement strategies to positively impact key metrics i.e.: graduation rates, student satisfaction, student retention goals, and credit generation
  • Accountable for multiple programs’ performance including budget development and oversight, student retention, and credit generation. 
  • Collaborate with external program partners and internal leadership about current and future program performance. 
  • Identify risk to program objectives, performance, and metric goal and recommend mitigation plans to promote programs’ success
  • Manage multiple programs’ student attrition through ensuring that all program managers are providing proactive, comprehensive, and exceptional customer service
  • Identify opportunities for improvement and growth within assigned programs
  • Think creatively and work collaboratively with 2U departments to launch and drive new initiatives from inception to implementation
  • Understand complex programs, processes, and organizational structures and be able to function effectively within them
  • Act as liaison between 2U and University Partners’ mid and senior level teams, including technology, content, finance, and post-enrollment services
  • Interpret and synthesize data and reports provided to drive operational change and overall program improvement
  • Create and implement efficiencies across the department which will enable programs and teams to scale quickly
  •  

Things That Should Be in Your Background

  • Bachelor’s degree required with at least 5 – 7 years’ experience directly related to the duties and responsibilities specified.
  • Strong customer service background, management experience and operational acumen.
  • Ability to work with a diverse team in a fast-paced environment.
  • Focused on achieving defined results, and exceeding goals and objectives.
  • Strong 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
  • Strong interpersonal and communication skills required, both oral and written

Other Attributes That Will Help You in This Role

  • Bachelor’s degree required with at least 5 – 7 years’ experience directly related to the duties and responsibilities specified.
  • Strong customer service background, management experience and operational acumen.
  • Ability to work with a diverse team in a fast-paced environment.
  • Focused on achieving defined results, and exceeding goals and objectives.
  • Strong 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
  • Strong interpersonal and communication skills required, both oral and written

About 2U Inc. (NASDAQ: TWOU)
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

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.