Guild, the leading education benefits platform and one of Denver's fastest growing startups, is increasing economic mobility for working adults in America and providing education and support to help every student survive and thrive in the economy of tomorrow. Our platform helps employers offer education as a benefit to their employees by connecting employers' workforces with our network of nonprofit universities and education institutions that focus on serving the needs of working adults. And, our team of retention coaches helps each employee navigate the path back to school, providing individualized support from day one through graduation. In order to accelerate our growth and achieve our mission to serve 1000s more students, we've raised over $70 million from top tier investors including Felicis Ventures, Bessemer Venture Partners, and Redpoint Ventures (among other social impact and VC partners!). Now, we’re looking for our Manager of Student Success to lead our student coaching team.

Coaching is at the core of what we do--your team is responsible for our students’ ongoing success in their learning program. As the Manager of Student Success, you are responsible for the leadership, management and operational oversight of Guild’s student coaching team. We’ll look to you to spearhead Guild’s thought leadership in success coaching for school, work and life. From our headquarters in Denver, you will lead the daily operations of your team of coaches and managers, who coach students across the country through a virtual coaching model, as our students navigate the challenges of balancing work and school.

A day in our open, collaborative workspace might look like:

• Supervising a team of Student Success Advisors including call review, scheduling, performance improvement, and systems/tools usage to drive excellent outcomes and continuous improvement
• Collaborating effectively with Student Success colleagues to improve the performance of all teams and individuals
• Partnering with cross-functional colleagues to identify opportunities to improve efficiency and effectiveness of the Student Success team members, collaborating to create process and program improvements, and implementing change
• Advocating for student enrollment, retention, and success to internal and external stakeholders
• Analyzing data to constantly improve performance and processes
• Supervising employees and working with them to develop new talent and progress and enhance existing talent
• Asking the questions that will help you help the team continuously improve our outcomes
• Building and maintaining relationships with academic partners, like universities and academic content providers, to ensure effective processes are in place and best practices are shared

In this role, you’ll expand your expertise by:

• Showing leadership by solving unique, complex problems across our Student Success team
• Developing a team of top-performing Student Success Advisors
• Participating in the development of prototype processes to improve key outcomes

You’ll know if you’re successful by:

• Setting and meeting your team’s ambitious student success metrics – related to course and program completion, re-enrollment, and student satisfaction
• Seeing your operational changes and coaching strategy innovations improve student outcomes and efficiency metrics for your team
• Driving high employee satisfaction and employee retention rates

You’ll join a team:

• With various coaching backgrounds – from traditional higher education, to K-12 teachers, to athletic coaches and mental health professionals
• Of learners & problem-solvers dedicated to our dual mission of changing education in America while building a successful, high-growth company
• Committed to building a diverse, equitable and inclusive environment that you’d support every day

What you’ll add to Guild – as an individual and part of the broader team:

• Passion for higher education and our mission
• 2+ years experience leading a team of student advisors, coaches, inside sales reps, or customer service reps
• Leadership experience managing complex problems, processes, projects, and people
• Expertise implementing, managing and improving CRM systems to support student success and retention, including Salesforce and a comfort with technology that will enable you to successfully improve existing technology and/or evaluate new tech to support success
• Ability to successfully manage multiple complex, cross-functional projects at the same time
• Experience using analytical approaches to develop, measure and evolve processes
• Ability to develop strong relationships and communicate effectively while under pressure - balancing confidence, humility, and diplomacy internally and externally
• Experience in a startup or similar environment where there is frequent change and a need to demonstrate and act with a sense of urgency