Manager, Campus Operations & Student Success

About the job

Description

The Manager, Student Success and Campus Operations is dedicated to the student experience in and out of the classroom. A crucial cross-functional thought partner, this individual drives innovative, high-touch, and high-impact initiatives to build community and support students. They work to ensure every aspect of campus and staff execute on GA’s value proposition, brand aesthetic and voice. They are an expert in program operations and delivery representing the voice of the student.

This role is a balance of executing student success strategy, reviewing and analysing student feedback, monitoring student performance and enacting support measures where appropriate), and serving as the main point of contact for students outside the classroom. This person also strives to create a world-class environment for students ensuring an inviting and conducive learning experience.

This role is considered a stepping stone into more senior campus roles, with a pathway towards general campus management. This role is the direct manager for the campus Front Lines team, responsible for hiring, onboarding, and directing work for this key customer-facing team.

Responsibilities

• Ensures alignment across the team to create one consistent student success strategy and oversees the execution of this strategy, including:
• onboarding of all incoming students to in-class tools and resources, including tracking of student pre-work;
• offboarding and graduation of qualifying students;
• all Student Services inquiries, student-facing events, and ongoing community outreach;
• student withdrawal requests, tracking/reporting, and retention strategy;
• any necessary Student Success Plans partnering with local Instruction & Outcomes
• student payment collections outreach; and
• coverage of approximately 100 students.
• Deep understanding of GA’s value proposition and acts as a team thought partner to drive innovative, high-touch, and high-impact initiatives to build community (internally and externally)
• Recruitment, hiring and management of one or more Student Success team members and a small team of casual Front Lines staff
• Facilitate team meetings, sets the vision for team OKRs/priorities, drives goal setting, and encourages professional development of direct reports
• Ensures team consistently hits quarterly health metrics for NPS (50+) and withdrawal rats (<8%) and motivates team to continually strive toward stretch goals
• Escalated contact for student support related to requests for manager, code of conduct violations, student dismissal, concerns for staff/student safety, etc. and for campus needs to triage problems with a measured and thoughtful approach
• Represent the voice of the student owning cross-functional communication and collaboration across teams
• Manage local campus budget
• Work closely with Local Marketing and Instruction to ensure space utilisation drives campus profitability
• Advises the Campus Manager, APAC on investment opportunities for physical improvements, provides a quarterly review of space status, needs, and requirements

Required Skills

• Tech and system savvy; familiar with Google Suite
• Great written and verbal communication skills, maintaining a positive and professional demeanour
• Can navigate an ever-changing, fast paced environment and demonstrable ability to come up with solutions to issues as they arise
• Highly organised with a strong ability to multitask, prioritise, problem-solve, and execute in a timely fashion
• Comfortable with ambiguity and last-minute changes, remains calm under pressure
• Is open to feedback and collaboration, and committed to transparency
• Entrepreneurial, independent, and self-directed, with the ability to set own goals and priorities with minimal guidance
• Understands what drives the private education business today, what will drive it in the future, and how quality student experience plays a role in that beyond the local campus
• Strong strategic thinker and problem solver, has concrete ideas on how to improve Student Success locally and globally, sees the bigger picture and knows how to drive change
• Demonstrated expertise in people management with previous experience in successfully managing one or more team members

Core Competencies

• Action Oriented
• Builds Effective Teams
• Business Acumen
• Collaborates
• Communicates Effectively
• Courage
• Customer Focus
• Directs Work
• Drive for results
• Drives Vision and Purpose
• Interpersonal Savvy
• Manages Complexity
• Manages Conflict
• Optimises Work Processes

About Us

Since 2011, General Assembly has transformed tens of thousands of careers through pioneering, experiential education in today’s most in-demand skills. As featured in The Economist, Wired, and The New York Times, GA offers training in web development, data, design, business, and more, both online and at 20 campuses around the world. Our global professional community boasts 40,000 full- and part-time alumni — and counting.

In addition to fostering career growth for individuals, GA helps employers cultivate top tech talent and spur innovation by transforming their teams through strategic learning. More than 21,000 employees at elite companies worldwide have honed their digital fluency with our corporate training programs. Our clients include everyone from many of the Fortune 500 companies, to government agencies, to small- and medium-sized businesses. GA has also been recognised as one of Deloitte’s Technology Fast 500, and Fast Company has dubbed us leaders in World-Changing Ideas as well as the #1 Most Innovative Company in Education.