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Associate Director of Student Engagement
Pearson
Chandler, AZ, United States
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Associate Director of Student Engagement - ASU
Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Recruitment Services Mission Statement
A highly ethical, motivated, and competent group of student advisors who collaborates with academic partners and peers to interview and advise highly qualified student prospects that are capable of graduating from their selected program and to fulfill their aspirations. We strive to become a world-class organization full of engaged minds committed to education with a passion for excellence.
Summary
As the Associate Director of Student Engagement, you will be responsible for the vision, performance, and communication of the end to end student experience from initial potential student engagement through enrollment by overseeing and leading initiatives to improve how we engage with students and understand while enhancing their experience through student feedback and performance measurements. You will act of the voice of the student through multiple different external partner sources and inquiry sources by understanding their needs and be able to create that vision accurately with internal and external executive stakeholders. You will also collaborate with external education partnerships to direct the expected employee/student experience and lead internal cross-functional teams towards that desired experience.
Responsibilities
Specific duties and responsibilities include, but are not limited to, the following. Other duties and responsibilities may be assigned.
• Responsible for the vision and thorough understanding and growth of the overall student experience and performance of contact engagement through various communication channels.
• Responsible for the collaboration with external facing colleges and corporate partnerships to create the vision of the ultimate student and employee experience.
• Effectively engages with and communicates to internal leaders and external partners on the student experience and vision of student engagement. This will involve multiple leaders and partners from Universities and their corporate partnerships. Being able to represent yourself, the organization, and the student’s perspective in a highly effective way is critical.
• Directs efforts of student engagement to lead direct and indirect reports in other departments and improve communication channels including to include, but not limited to call campaigns, chat, text, and email strategies.
• Directs internal efforts across multiple departments towards the expected employee/student experience by student colleges, employers, and type.
• Create the vision of future reporting and understanding of student experience by outlining and overseeing reporting needs while working with analysts to create data on the impact of multiple communication channels to improve student persistence.
• Responsible for the transition of students between contact and recruitment groups and the use of technologies to improve student allocation, leading to improved student management, performance, and student engagement. This will consist of the creation, maintaining of, and constant improving of routing strategies.
• Collaborates with multiple cross functional departments as a recruitment decision maker that utilize and oversee communication functions to enhance student engagement and experience.
• Is visionary to lead strategic shift of customer experience to proactive customer success model while able to constantly look for improvement and sharing that vision. Leads teams to the creation, understanding, and usage of Net Promoter Score metrics.
• Leads others to the vision to develop and continuously enhance a lead routing models to allow potential students to be serviced by Advisors that are best prepared to help students be serviced and continuously engaged.
• Collaborates with others on re-engagement strategies and campaigns efforts through the use of multiple strategies and communication channels including email and artificial intelligence to re-engage student inquiry.
• Acts as the advocate for students in understanding their enrollment experience through multiple inquiry, employer, or segment channels and consistently improving that experience and the vision for improvement to internal and external executives.
Qualifications
• BA/BS degree from accredited institution and/or appropriate combination of educational and significant experience required. Master’s degree preferred.
• 5+ years of operations experience including the successful execution of projects and systems preferred
• Demonstrated product management and execution through extensive experience and/or training through certification
• A thorough understanding and experience of call center measurements, prioritized lead routing, and dialing campaigns
• Ability to serve as a champion of the customer internally and a thought leader and customer success expert internally
• An understanding of and experience with Net Promoter Scores
• Demonstrated ability to formulate strategy and lead the implementation of operational initiatives to meet goals.
• Proficient in MS Office, MS Word, Excel, and PowerPoint.
Supervisory Responsibilities
• Supervises the Contact Operations and Strategy Manager