Telephony Program Manager, Student Experience Tools (SET)

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This is a remote role, which can sit in any of the following 22 states: AZ, CO, CA, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NY, NJ, OR, PA, TN, TX, WA, WI. Please only apply if you are able to live and work full-time in one of the states listed above.

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.

Guild  just became the latest female-led company to hit a $1billion valuation and the only B-corp with those qualifications.  Our latest $157 million 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.

The Telephony Program Manager, Student Experience Tools (SET) is a newly created role, reporting to Dylan Morris, focused on developing a coaching tools strategy that allows for rapid growth while also building new products that allow our coaches to deliver an improved student experience. Your goal will be to drive positive coaching outcomes consistent with our mission to unlock opportunity for the 88 million American workers in need of upskilling and reskilling, with a double-bottom line business model that does well by doing good. 

As the Telephony Program Manager of SET, you will:

  • Inform the SET team’s overarching tools strategy as the owner of telephony tooling. Specifically, you will lead vendor selection, lead and document ACD and IVR design based on the needs of the business, and partner with CRM team to identify dependencies and other integration requirements to provide the coaching and support teams a seamless user experience
  • Partner with the Measures, Operations Strategy, and Tooling (MOST) team, Student Experience (SE) Product, and Sponsorships and Reimbursement Team (SPORT) to document telephony capabilities, limitations, and optimizations to form a prioritized roadmap and backlog
  • Partner with the Guild Salesforce team, Business Systems, and SE Product to deliver tools solutions, as well as identifying the need for new vendors, as applicable
  • Identify when needs, vision, and/or proposed solutions are in conflict between teams or with the broader goals of our omnichannel tools strategy and find methods to resolve
  • Support omnichannel readiness through collection of requirements, identification and highlighting of risks, and recommending mitigation strategies across SE as needed for changes and/or launches
  • Multi-task and practice excellent time management while managing up to 5 projects concurrently
  • Manage telephony projects from discovery to completion
    • Monitor and manage the scope, schedule, and timeline of projects ranging in size and duration 
    • Provide technical expertise, insight from your personal business experience, and industry research as input on solutions 
    • Assist in QA/reviewing deliverables before deploying to end-users
  • Create or compile and maintain documentation through a business-centric lens (i.e., highly detailed but intended audience is a lay person within the business) including:
    • Telephony overviews (e.g., integrations, data flows, triggers, etc)
    • Telephony roadmaps and backlog
  • Play a supporting role in planning/prioritization of Business Systems team's work 

In this role you will collaborate closely with: Shannon Corocran, Robert Eggers, Sean McKeever, John Romer, Mark Seifert, Jamie Douglas, as well as other various Guild teams. 

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

  • 3+ years of experience in a project, program, or technical product manager role 
    • PMP certification or equivalent experience a plus
  • Direct experience implementing, designing, and/or acting as an administrator in an ACD and/or IVR is a requirement 
    • Helping a team evolve telephony within an operation at scale a plus
    • Five9 Administrator certification, equivalent telephony certifications, and/or equivalent work experience a plus
  • Ability to read and synthesize technical documentation for a user audience
  • Exceptional problem solving, analytical, process implementation, project management, and logical reasoning skills
  • Experience completing projects in both waterfall and agile methodologies
    • Experience working within a highly matrixed organization a plus
  • Self-starter with a high degree of motivation to learn and go above and beyond
  • Ability to execute quickly with high attention to detail in a fast-paced, dynamic environment
  • Comfort presenting to and interacting with internal senior leaders with the ability to win over strong personalities and reconcile competing points of view through data-driven storytelling
  • Strong communication, interpersonal, presentation, and analytical skills
  • A drive to work hard and plan for how you can refresh/recharge while working in a startup

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 $95,000 - $125,000, 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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Location

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

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