Director, Education Coaching

| Greater Denver Area
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Guild is hiring a Director of Education Coaching. This role will play a central role in Guild’s mission by building and delivering a world-class student experience through coaching teams.  The 75+ person Education Coaching team at Guild is responsible for supporting employees of Fortune 500 companies to discover and enroll in educational programs that will help them to achieve their future goals.  In this role, you’ll develop an intimate understanding of the needs of our students, and be responsible for the leadership, management and operational oversight of a team of 75+ Education Coaches to support these students in enrolling in school, and achieving academic and career success.

You will need to be able to analyze student data, extract insights, and create strategy from those insights that will improve our ability to support and coach our students.  You will also be a creator and enhancer of culture for our teams — promoting diversity and equitable team norms and practices.  As a key leader on the Student Services team, you will be key in helping Guild to deliver on its mission to unlock opportunity for America’s workforce, and to drive economic mobility for our students.

As Director of Education Coaching you will:

  • Build and develop a world-class team with a culture focused on empowerment and equity
    • Oversee a team of 75+ people who serve as advocates, supporters, and are the “front line” of Guild’s critical Education Coaching function
    • Directly manage a team of managers, supporting in hiring decisions, as well as providing guidance and direction on people and business-related challenges
    • Build and grow a team culture with a foundation of equity and empowerment
    • Create an environment of operational discipline and continuous development — ensuring opportunities for growth, goals achievement, and the effective management of people through mentoring, coaching, and feedback
  • Develop and drive a cohesive student coaching & engagement strategy
    • Create and iterate on comprehensive strategies for the Education Coaching team aligned with overall Student Services goals, and optimized to drive a high quality and effective experience for students looking to enroll in school
    • Identify and prioritize opportunities to improve and enhance our students’ ability to enroll in school
    • Develop, track and monitor business and operations metrics to drive business effectiveness and team performance, including: established SLAs, student progression, and coaching quality
  • Collaborate cross-functionally across Guild to drive continuous improvement and influence key decisions
    • Build & develop strong relationships with cross-functional leaders (e.g. Marketing, Partnerships, Engineering, Product, etc.) to influence and drive cross-functional decisions that improve the overall student experience
    • Leverage data to develop and present insights and recommendations to senior leadership that will inform critical business decisions related to student experience and outcomes
    • Collaborate across Student Services to identify key areas of need and drive improvements across the entire student lifecycle

You are a strong fit for this role if you have:

Required Competencies

  • 8+ years of total experience, including at least 3 years managing teams of over 50 people and 5 years of operations management experience
  • Experience managing a large team of employees in a multi-channel support environment — preferably in high growth environment — along with a proven ability to lead and develop managers
  • Ability to develop human-powered outreach and engagement strategies based on data and analytics 
  • Focus on results, with the ability to drive meaningful improvements in customer experience as measured by NPS, CSAT and other B2C metrics
  • Demonstrated operational excellence, with a proven ability to draw conclusions, themes, and trends from data (you are creative, analytical, and operations-focused)

Preferred Competencies

  • Strong understanding of call center operations, analytics and technology (experience with Salesforce CRM preferred)
  • Experience developing market-based personas used to optimize a conversion strategy

About Guild:

Guild is increasing economic mobility for working adults by partnering with the largest employers in the country to offer education as a benefit to their employees via our marketplace of nonprofit universities and education institutions. Guild’s proprietary technology platform facilitates the administration of this innovative benefit and our team of coaches helps each employee navigate the path back to school, providing individualized support from day one through program completion. 

We are one of the few female-led companies to hit a $1 billion valuation and the only Certified B Corporation with those qualifications.  Our Series D financing round was led by Ken Chenault, General Catalyst Partners chairman and former CEO of AMEX, and joined by Emerson Collective, LeadEdge Capital, and Iconiq. 

Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Additionally, we feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary range of $135,000-$150,000, as well as company stock options. 

  • Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
  • Access to a 401k to help save for your future
  • 3 weeks of vacation in your first year and an open vacation policy after year 1 to help you recharge
  • 8 days of fully-paid sick leave, so that you can take the time to heal and or recover 
  • Family-friendly benefits, including 14 weeks of parental leave, employer-paid short-term and long-term disability, employer-sponsored life insurance, and fertility care benefits.
  • Well-rounded wellness benefits including access to free and low cost mental health resources and support services
  • Education benefits and tuition assistance to help your future development and growth

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Technology we use

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Location

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

An Insider's view of Guild Education

What’s the vibe like in the office?

We're fast-paced and got a little bit of a startup vibe, so there's always plenty to learn from and grow!People are collaborative and ready to bring their knowledge, experience, and ideas to the table to make sure we're doing right by each other and our students.As hard-working as everyone is, you can also be rest assured we also love to celebrate!

Kendry

Bilingual Student Success Advisor

How do you collaborate with other teams in the company?

We're incredibly cross functional and believe heavily in developing and cultivating strong relationships not only with our external partners, but internally across and within departments as well. One of my favorite traditions is that each new hire at Guild is given a coffee card when they start to encourage them to grab coffee with others and get t

Annie

Partner Marketing, Employer Success

How has your career grown since starting at the company?

Since my humble beginning as a Guild Intern, I have had opportunities afforded to me that stretch me in ways that align with my values and push me to be a little uncomfortable while still having welcome support. I’m now in a position where I get to learn first-hand from experts that I don’t believe I was qualified for before working at Guild.

Paco

Senior Associate of University Operations

What kinds of technical challenges do you and your team face?

My team works on ensuring that new users can find what they need and engage with our platform easily. Many of the technical challenges we face involve scaling the early-stage version of Guild’s app into something more flexible for our next growth phase. We deal with the difficult (but fascinating!) tradeoffs of these decisions every day.

April

Software Engineer

What are Guild Education Perks + Benefits

Guild Education Benefits Overview

At Guild, we’re expanding opportunity for America’s workforce, and we’re committed to doing the same for our own employees by supporting them professionally and personally. Guild offers benefits and perks to support all employees and their families. From $0 medical premiums to a flexible parental leave policy to tuition assistance to company equity for all employees, we have something for everyone at Guild.

Culture
Volunteer in local community
Guild has a yearly "Guild Gives Back" day, where we provide organized volunteer opportunities to all our employees as well as a "12 Days of Giving" around the holidays!
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Guild has a highly diverse management team, with nearly 75% of employees reporting to female leadership.
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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