Student Success Advisor I

About 2U

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For

The Student Success Advisor is a critical role responsible for driving student engagement and retention, owning a caseload of students for a graduate program or bootcamp. Student Success owns the outcomes of our students through a combination of high touch, consultative coaching and data-driven decision making. This role will be accountable for student retention, satisfaction, and outcomes for their students.

Responsibilities Include, But Are Not Limited To:

Student Retention

• Communicating directly with students on a regular and ongoing basis to positively impact key metrics, e.g., graduation or completion rates, student satisfaction, student retention goals, and credit generation
• Manage student retention through providing proactive, reactive, comprehensive consultative coaching and exceptional service; this position is critical in executing 2U's expected white glove service level for its students and faculty
• Identifying opportunities for improvement and growth within designated program

Student Satisfaction

• Providing direct coaching to students in an organization highly supportive of professional development
• Identifying risks to student retention and subsequently implementing mitigation plans to promote students’ success in the program
• Maintaining accountability for student outcomes including student engagement and Student Success Net Promoter Score (NPS) of at least 65

Increased grades come with increased responsibility. Examples are below, but not limited to:

Operational Excellence & Reporting

• At the direction of leadership, utilize data and reports to drive operational change and overall program improvement
• Serving as main escalator of student information and as front line for crisis response

Collaboration & Innovation

• Thinking creatively and working collaboratively with 2U departments to launch and drive new initiatives from inception to implementation
• Identifying and implementing efficiencies across the department which will enable programs and teams to scale quickly

Things That Should Be In Your Background:

• Bachelor's degree or 1-3 years directly related to the duties and responsibilities specified
• Previous experience in Higher Education industry strongly preferred
• Prior coaching or advising background strongly preferred
• Ability to work with a diverse team in a fast-paced environment
• Demonstrated experience in achieving defined results, and exceeding goals and objectives
• Excellent relationship management skills
• Strong attention to detail, adherence to deadlines, and excellent follow through
• Ability to think critically and identify potential issues before they arise
• Excellent interpersonal and oral and written communication skills required
• Demonstrated ability to receive direct and constructive feedback, and respond with an attitude of a lifelong learner, always looking to exceed expectations and grow
• Excellent listener balanced with ability to cultivate the thinking of others

Other Attributes That Will Help You In This Role:

• Ability to manage multiple priorities simultaneously
• Familiarity with using technology in an educational setting
• Excellent verbal and written communication skills with the ability to communicate in a courteous, personal, tactful, and concise manner
• Strong student-centered, customer service focus; commitment to student and faculty satisfaction and success
• Ideal candidate has a passion for building and maintaining relationships with their team and the students
• Flexibility