2U HQ - Lanham Office

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Student Support Manager - USC MSW

Student Support Manager - USC MSW

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Student Support

More information about this job

What We're Looking For

This position will directly manage the activities of the student services staff and is responsible for designing and implementing programs that foster student retention and success. This position is one of the critical “first lines of defense” in executing 2U’s expected white glove service level for its students and graduates. 

Responsibilities Include, But Are Not Limited To

This position will supervise a top-notch team of service representatives who are expected to facilitate every need of enrolled students.  Students will call this team for any need they have while enrolled, whether it be academic, procedural or technical in nature. 


  • Manages Student Support team day to day operations, including the ongoing support and professional development of the student support members.  
  • Provides assessment of critical situations and determines when escalation is required. 
  • Implement strategies to positively impact key metrics (i.e.: graduation rates, student satisfaction, student retention goals, and credit generation).  
  • Drive the overall management of student support process from enrollment through graduation in partnership with Universities.  
  • Accountable for program 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.  Identifying risk to program objectives, performance and metric goals; providing recommendations mitigation plans to promote programs success. 
  • Provide regular scheduled communications and program deliverables (reports, scorecards, business reviews) to stakeholders internally and externally via written and verbal presentations
  • Manage student attrition through providing proactive, reactive, comprehensive and exceptional customer service.  This position is critical in executing 2U's expected white glove service level for its students and faculty.

Things That Should Be in Your Background

  • Master's degree in Social Work (MSW) is required with at least 5 years experience directly related to the duties and responsibilities specified.
  • Strong customer service background and management experience.
  • Counseling background desirable.
  • Excellent computer skills (Microsoft Office, inclusive of Word, Excel, PowerPoint)

Other Attributes That Will Help You in This Role

  • Strong leadership skills.
  • Excellent communication skills with the ability to communicate in a courteous, tactful, and concise manner.
  • Focused on achieving defined results, and exceeding goals and objectives.
  • Ability to make bring out other people’s potential/talents.
  • Ability to work with a diverse team in a fast-paced environment.
  • Enthusiasm and the ability to thrive in an atmosphere of constant change.

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.



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.