Guild is hiring for a Director, Student Services to play a central role in Guild’s mission by building and delivering a world-class student experience. 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 70+ Student Success Advisors to support these students in achieving academic and career success.

Guild operates on the cutting edge of the Future of Work, partnering with the United States’ largest companies to innovate on how to educate and up-skill millions of employees. We’ll look to you to roll up your sleeves, provide functional expertise and counsel, and manage change as we build a world class team to support these employees. 

As the Director, Student Services you’ll be responsible for:

• Building and developing a world-class team
• Oversee a team of 70+ people who serve as advocates, supporters, and are the “front line” of Guild’s critical Student Success function, delivering an amazing student experience
• Directly manage a team of managers, supporting in hiring decisions, as well as providing guidance and direction on people and business-related challenges
• Create an environment of continuous development — ensuring opportunities for growth, goals achievement, and the effective management of people through mentoring, coaching, and feedback
• Implement and execute sound management practices (e.g. assigning and delegating, enabling and coaching, establishing accountabilities, and evaluating and rewarding performance against desired outcomes)
• Driving student success strategy and operations
• Build an environment, and aligned Student Success strategies, focused on delivering an incredible student experience
• Develop, define, and execute on scalable strategies to attain all SLA standards for student engagement and interactions
• Identify and prioritize opportunities to improve and enhance the student experience by creating and driving operational processes, procedures and policies across the Student Success organization
• Establish, analyze and report on KPIs to determine where the team can adjust, iterate and innovate to improve student satisfaction and success
• Collaborating cross-functionally across Guild
• Collaborate and build strong relationships with internal teams, driving discussions with the Product, Technology, Marketing, Academic, and Client Services teams around business needs and operational improvements that could impact student success
• Share data across Guild to keep teams up to date on Student Success performance and progress, as well as to influence cross-functional decision-making
• Create a tight feedback loop between Student Success and other student-facing teams (e.g., Enrollment, Student Operations) to drive improvements across the entire lifecycle of leads and students

In this role, you’ll work closely with team members across the broader Student Growth team, including Terrence Cummings, Josh Scott, and Katie Corder-Paul. You will also collaborate with other Guild leaders, including: Shala Lasonde (Senior Director, Client Services), Amanda Lubin (VP, Academic Partnerships) and Chandler Koglmeier (VP, Product).

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

• 8+ years of total experience, including at least 3 years managing teams of over 75 people
• Desire to build a student service and support organization that people will write books about
• 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
• Focus on results, with the ability to drive meaningful improvements in customer experience as measured by NPS, CSAT and other B2C metrics
• Strong understanding of call center operations, analytics and technology (experience with Salesforce CRM preferred)
• Demonstrated operational excellence, with a proven ability to draw conclusions, themes, and trends from data (you are creative, analytical, and operations-focused)
• Higher education experience (not necessary, but an added bonus)

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. Fast Company recently named Guild as one of the World’s Most Innovative Companies and we've raised over $70 million from top tier investors including Felicis, Bessemer, Redpoint, Rethink EDU, Harrison Metal, Cowboy Ventures, Salesforce and Workday Ventures.

Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.