Student Support Manager

2U partners with leading colleges and universities to deliver the world’s best online degree programs. Our Platform, a fusion services and technology, enables schools to attract, enroll, educate, support and graduate students around the world. Our company culture is united by our No Back Row® philosophy; the idea that when we each lean in and do our part, we are better individually and collectively.

This position will directly manage the activities of the student services staff and is responsible for designing and implementing programs that foster student retention and success.

* Manages Student Support team day to day operations, including the ongoing support and professional development of the student support members. * Provides assessment of critical situations and determines when escalation is required. * Implement strategies to positively impact key metrics (i.e.: graduation rates, student satisfaction, student retention goals, and credit generation). * Drive the overall management of student support process from enrollment through graduation in partnership with Universities. * Accountable for program performance including budget development and oversight, student retention, and credit generation. * Collaborate with external / program partners and internal leadership about current and future program performance. * Identifying risk to program objectives, performance and metric goals; providing recommendations mitigation plans to promote programs success. * Provide regular scheduled communications and program deliverables (reports, scorecards, business reviews) to stakeholders internally and externally via written and verbal presentations. * Manage student attrition through providing proactive, reactive, comprehensive and exceptional customer service. * This position is critical in executing 2U's expected white glove service level for its students and faculty.

* Bachelor’s degree required with at least 5 years experience directly related to the duties and responsibilities specified. * Strong customer service background and management experience. * Counseling background desirable. * Excellent computer skills (Microsoft Office, inclusive of Word, Excel, PowerPoint) * Strong leadership skills. * Excellent communication skills with the ability to communicate in a courteous, tactful, and concise manner. * Focused on achieving defined results, and exceeding goals and objectives. * Ability to make bring out other people’s potential/talents. * Ability to work with a diverse team in a fast-paced environment. * Enthusiasm and the ability to thrive in an atmosphere of constant change.