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Lead Student Success Director

2 months ago

London, Greater London, United Kingdom FourthRev Full time
About the Role

We are seeking a highly skilled and experienced Lead Student Success Director to join our team at FourthRev. As a key member of our organization, you will play a critical role in ensuring the success of our students and driving business growth.

Key Responsibilities
  • Student Success Team Leadership: Oversee the student success team, providing coaching and guidance to ensure they are equipped to support students effectively.
  • Cases Management: Act as the escalation point for complex learner cases, resolving problems and ensuring a smooth journey and successful learner outcomes.
  • Quality Assurance: Manage and refine our student success quality assurance systems to ensure they are effective and efficient.
  • Service Design: Lead on student retention and success service design, proactively seeking solutions to help learners achieve their goals.
  • Stakeholder Engagement: Liaise with various partner stakeholders to resolve issues and ensure seamless collaboration.
  • Process Improvement: Utilize student, facilitator, and partner queries to build organizational systems, processes, and assets that support student success.
  • Customer Advocacy: Represent the voice of the customer in organizational meetings, planning sessions, and other activities.
  • Content Management: Manage student community content that supports, encourages, and enables learner engagement and success.
  • Documentation: Develop and deliver high-quality student success documentation to ensure students have clear, concise course communications.
  • Onboarding: Take overall responsibility for the end-to-end process of onboarding new students.
  • Team Enablement: Enable the student success team to be a key, trusted, and supportive contact for students throughout the entire program life-cycle.
  • Feedback and Insights: Facilitate ongoing student feedback and sentiment through analyzing surveys and creating reports.
  • Continuous Improvement: Regularly report back on student experience findings and insights, and experiment with iterations to improve internal processes and create efficiencies.
Requirements
  • Experience: Equivalent experience within a similar role, preferably in education or a related field.
  • Cases Management: Demonstrate and manage potentially complex and sensitive cases, handling personal information with tact and confidentiality.
  • Student Success: Live and breathe student success and retention, with a strong focus on driving business growth.
  • Leadership: Significant lead experience in education related to student retention and success, with a proven track record of success.
  • Problem-Solving: Significant experience in problem-solving with learners and support teams, with a strong ability to identify, prioritize, and manage risk.
  • Sensitivity and Empathy: Sensitivity and empathetic understanding of diversity, with the ability to work with students, peers, and clients from diverse backgrounds.
  • Leadership Style: The ability to lead through ambiguity, with a focus on 'how we can' and a willingness to experiment and innovate.
  • Expertise: Expertise in community management, service design, and delivery and operations of higher education programs, with a strong understanding of the digital skills industries and the needs of learners.
  • Coaching and Mentoring: Experience in managing student mentoring, coaching, and student success programs, with a strong ability to develop and deliver high-quality documentation and content.
  • Analytical Thinking: Strong analytical thinking and decision-making capabilities, with the ability to balance delivering an incredible student experience while working within a commercial setting.
Desirable
  • Understanding of Digital Skills Industries: Understanding of the digital skills industries and those which students will look to be entering.
  • Postgraduate Experience: Previous experience of working with postgraduate students at start or mid-career stage.
  • Coaching Training: Coaching training and/or qualification, with a strong ability to develop and deliver high-quality coaching and mentoring programs.