About the role
Key Responsibilities
Strategy & Outcome Governance: Own metrics related to student retention, graduation rates, engagement scores (CSAT/NPS).
Team Leadership: Hire, mentor, and scale multidisciplinary teams of student success specialists, advisors, or operations associates.
Data-Driven Intervention: Utilize CRM, LMS, and analytics dashboards to spot at-risk student cohorts and deploy targeted retention frameworks.
Escalation Management: Resolve complex academic, operational, or student-care escalations with cross-functional partners like faculty and registrars.
Process Optimization: Build, refine, and scale Standard Operating Procedures (SOPs) to streamline onboarding, support ticketing, and program delivery.
Qualifications & Requirements
Experience: 5 to 8+ years in student success, customer success, academic advising, or program operations, with at least 2-3 years in a direct leadership capacity.
Skills: Strong data-analytics capabilities, familiarity with CRM/ticketing tools (e.g., Salesforce, HubSpot, Zendesk), and exceptional crisis-resolution skills.
Education: Bachelor’s degree in education, business, or a related field (Master’s or relevant leadership certifications preferred).
Competencies: High empathy, structured communication, and cross-functional stakeholder management.
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