University of the People is seeking to hire a Manager for the Program Advising department. The incumbent will be leading a large team of Program Advisers and will be responsible for evaluating, coordinating, and delivering high-quality service for our students. As a manager, you will play a critical role in ensuring the Program Advising department meets its goals and KPIs and works cross-functionally with other teams to improve and enhance our process.

Responsibilities

• Responsible for the overall functioning of the Program Advising team.
• Own and oversee end-to-end performance, including service quality, goal achievement, and process improvement.
• Thoroughly understand the university processes and be up to date with all the changes and modifications.
• Continually improve students' experience throughout all channels of communication.
• Handle student complaints and ensure high student satisfaction.
• Identify creative solutions to challenges as they arise.
• Ensure that staff are aligned with the university policies and code of behavior.
• Create a culture of high-performance and continuous learning and improvement within the department.
• Performs other related duties as assigned.
  
  

Requirements

• Proven experience with service/ contact center metrics and reporting.
• Ability to derive actionable insights from data.
• Experience in team development.
• Tech-savvy - comfortable working in an online environment.
• Self-discipline - the ability to work remotely as part of an international team.
• Exceptional listening and analytical skills.
• Ability to effectively manage conflict.
• Multitasking skills and a detail-oriented focus are required for a fast-paced environment.
• Have excellent verbal, written, and interpersonal skills.
• Should have managed a large team.
• Minimum education required: Bachelor's degree.
• Fluent English level.
• Minimum 3 years' experience as a manager.
• Working knowledge of industry trends and metrics.
• Experience in a Global online Edtech startup is a big advantage.
  
  

This job was posted by Komala S from University of the People.