Student Services Manager

| Greater Denver Area
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Overview:

The pathway to a stable career is changing in the U.S. and many young adults are struggling to navigate that path. We believe that everyone - not just the fortunate few - deserve a great education to kickstart their working lives. For the 30+ million working young adults who’ve yet to finish college, finding a path back to school is expensive and overwhelming. Moreover, it’s often entirely unrelated to their current work, the next step in their career, and their long term goals. But Guild is paving a new path - providing great job training and degree programs for working adults. We offer a mix of customized classes and programs, and we also work in partnership with top American universities to provide college degree programs for our students. Our work is directly with top American employers looking to build modern and relevant programs for their employees. We help Guild members take the next step towards a meaningful career, with a community to support them along the way.

More about the job:

Advising is at the core of what we do-- your team is the primary team responsible for our students’ success. All of our students are working adults with the determination to advance their education and chart paths towards meaningful careers.

As the Student Services Manager, you will be a key member of the Student Services team, supporting our Student Success Advisors. As a Student Services Manager, you will both a player and a coach on the team - supporting our advisors while leading in the work. You will help establish the culture, processes and structure of this critical team. As an organization that values doing the hard work first, you will have your hands deep in the weeds, yet also live at the strategic level.

To do this, we are seeking energetic and passionate professionals who believe that coaching & advising has the ability to impact students’ lives, and have experience as coaches and managers themself. This is a team that will be rapidly growing, and we are looking for someone who has taken an organization or team to scale.

As a Guild Student Services Manager, you will:

  • Support students - Evaluate and resolve student inquiries, issues and challenges. Monitor and facilitate student retention program through both direct support of students and through supervising advisors
  • Manage a team of Student Success Advisors – includes establishing processes like daily check-ins and 1:1 meetings, creating & monitoring KPIs, in addition to hiring and onboarding responsibilities
  • Manage our technology – make iterative improvements to our CRM and telephony systems, train the team on the technology and focus on iteratively improving it based on feedback and outcomes, work with our technology team to manage integrations
  • Support our hiring efforts – design the strategy for recruitment and hiring, build the hiring pipeline, manage the interviewing process, onboard new hires
  • Help build our team culture – a process and daily effort that includes establishing a refined team vision with the Head of Student Services, communicating that vision to your team through onboarding and consistent training, and building and sustaining teams to incubate and improve that culture
  • Analyze student data – from our contact rate with students each week to our retention metrics, run reports and monitor key trends to improve how we serve students
  • Edit & improve processes constantly – working constantly on our processes to monitor a variety of things including hiring, technology, student outreach strategy, data and reporting

We want you if your background and skillset includes:

  • A resounding belief that students are resilient, capable, and resourceful, paired with a desire to ignite this growth
  • A demonstrated love of metrics and goal-setting
  • Prior success leading a student services or customer support team
  • A vision of what the culture of student success center should look like, and how you will build and cultivate that culture
  • Experience solving complex problems and building processes from scratch
  • Evidence of your ability to roll up your sleeves in a fast-paced, ambiguous environment
  • Salesforce experience
  • At least 2 years in a management role, leading a team
  • 3-5 years in Student Services/Academic Advising position or related role

We want you if your mindset includes:

  • A sense that you’re a builder, not an editor
  • A strong sense of accountability and co-ownership of challenges
  • A desire to work in an environment where priorities change as we learn
  • Ambition to help achieve our mission
  • A love for the all hands-on deck feel of a startup—no task too big or too small
  • Humility as a team player with a willingness to a diversity of assignments - incredibly difficult challenges to somewhat mundane tasks - depending on the day
  • Passion for entrepreneurship & social impact in the higher education and employment space

Personality Profile:

The culture is fast-paced, exciting and mission driven at Guild Education. Our collaborative and hard-working nature requires everyone to work closely and effectively together. Given that, personality and culture fit is a major consideration.

Why us?

  • We’re a mission-driven company with a proven business model that addresses a massive problem and market opportunity. It’s our goal to to support as many Guild members as possible, and change the world along the way
  • We offer a competitive salary and benefits package
  • We’ve recently closed our $8.5M Series A round, and we’re eager to bring new members to our team who can help us keep up with our growth
  • We’re a rapidly growing team with 40+ years of combined experience at three different ed tech companies, guided by leading investors including Redpoint Ventures, Social Capital, Harrison Metal, and Cowboy Ventures
  • Training in Design Thinking - we’re disciples of the process with experience building businesses at Stanford’s Design School, and we love sharing the methodology
  • Our co-founders have collaborated together for 10+ years, including two past ventures in education technology and higher ed, and are committed to building a community and company where we all love to work
  • Unlimited growth potential - we’re looking to grow smart, talented people with our company

What you won’t get from Guild:

  • Micro-management or hourly directions. We want people who thrive when given ownership and autonomy to take initiative and run with projects. That said, we’ll support you and give you feedback regularly
  • A 9-5 mentality. We believe in what we’re trying to accomplish and work hard to try to do it. This doesn’t mean putting in face time. It does mean working until the job is done
  • Reverence for the status quo. We believe what’s out there today for our students doesn’t cut it, plus we love change and believe it’s our job to function as a learning organization. That means near-constant evolution, reflection and change
  • Corporate pace or precision. At Guild, done is better than perfect. If you like having certainty about your plans or dislike quick turnaround times, we’re not a great fit
  • Corporate perks. We’re scrappy and place our students first above all else. Everyone who works with us full time is an equity owner, and we want you to love coming to work but that unfortunately won’t include a $500 chair or an on-tap kombucha bar ;-)
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Location

Our downtown Denver office is easily accessible via public transportation, with plenty of restaurants in the surrounding area.

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