Student Engagement Manager

**What We're Looking For**:
The Student Engagement manager (SEM) is a critical role responsible for prospective student recruitment, driving revenue and student retention, owning the university partner relationship as it relates to student engagement, and managing a team of dedicated Student Success advisors and Admissions counselors. Manager, Student Engagement will serve as the strategic and operational champion to drive great outcomes for our applicants and students. The SEM will be an instrumental member of the Student Engagement team, and directly manage a team of program specific Admissions Counselors and Student Success Advisors who are responsible for owning the entirety of the applicant and student experience, respectively. In addition, this position ensures the admissions and student engagement policies and processes promulgated by senior leadership and our university partners are implemented, and that counselors adhere to strict guidelines regarding quality and consistency with academic institution and regulatory compliance. This role will have partner facing responsibilities for managing the relationship regarding admissions and SS and updating the external university stakeholders under the guidance of internal program leadership.

**Responsibilities Include, But Are Not Limited To**:
Managing Partnerships
- Communicate clearly and effectively to colleagues within other 2U departments and to our university partners such as Program Directors, Academic Advising leads, and faculty.
- Maintain healthy partnerships, collaboration, and trust with university partners.
- Drive program improvements via influence, partnering with internal and external stakeholders to implement admissions and student success best practices and strategize on additional interventions.
- Serve as the SME on student engagement, satisfaction, and retention with all internal and external stakeholders, making recommendations to internal and external stakeholders regarding the student experience.

Departmental Leadership
- As a member of the Student Engagement management team, identifying and implementing innovations and efficiencies across the department which will enable programs and teams to scale well quickly.
- Thinking creatively and working collaboratively with colleagues inside and outside of the student engagement department to launch and drive new initiatives from inception to implementation.

Managing Program Health
- Maintain accountability for and positively impact key program health metrics such as funnel conversion rates, retention/graduation rates, credit generation, yield, and SS/Program NPS-and meet or exceed management targets in each.
- Maintain operational excellence of the program through the admissions and student success functions. Uphold departmental best practices such as pipeline meetings, yield meetings, contact strategies, yield playbook to identify and mitigate student risk.
- Assist in forecasting new students numbers, future credits, students, defer and LOA returns via an understanding of the revenue model, assumptions, and management targets. Ensure communication and mitigation of any risks to business outcomes.
- Create, uphold, and ensure utilization of outreach/engagement dashboards via Salesforce to ensure consistent student outreach.

Managing People & Building Teams
- Manage Advisor performance:

- Consistently assess and drive performance in KPIs-including student enrollments, retention and satisfaction.
- Develop Advisors:

- Prioritize people development through consistent feedback, clear expectations, use of career pathing framework, appropriate delegation and stretch assignments, and empowering team members to own their own growth and development.
- Prepare and work towards thoughtful succession planning.
- Create and maintain healthy team culture:

- Provide context and vision to team members when setting direction.
- Create a collaborative, transparent environment marked by collegial feedback and growth mindset-in some cases across offices through remote management/team-building.
- Leverage individual strengths to ensure a high performing team.
- Promote employee retention through championing professional development, work/life balance, positive recognition, university pride, and exemplification of the guiding principles. Mission-driven cohesive team.
- Champion a culture of diversity, cultural humility, and inclusion that attracts and retains diverse talent.
- Advisor hiring & training:

- Ensure a thorough understanding of the admissions and SSA role and competencies.
- Build hiring plans aligned with strategic direction.
- Ensure world class onboarding and training experience.

**Things That Should Be In Your Background**:

- Bachelor's degree required, Master's degree preferred.
- 5 years' experience directly related to the duties and responsibilities specified.
- 1 - 3+ years' experience directly managing employees, with a focus on professional development.
- Previous experience i