Manager Of Student Services (Remote)

GENERAL DESCRIPTION MedCerts – a Stride Inc. company (NYSE: LRN) – is a national online training provider strengthening the workforce through innovative eLearning solutions. Focused on certifications in high-demand areas of allied healthcare and IT, it serves individuals from all backgrounds, including the military and their families, career changers and the under- and unemployed. MedCerts delivers career training through HD-quality video-based instruction, virtual simulations, games and animations, and on-the-job training through Experiential Learning solutions. Since 2009, the company has developed over 55 career programs, trained and up-skilled more than 70,000 individuals across the country and partnered with over 500 American Job Centers and more than 1,000 healthcare and academic organizations to build talent pipelines, and provide the option of articulated college credit to our students. In 2020, MedCerts was acquired by Stride, Inc. Stride has transformed the teaching and learning experience for millions of people by providing innovative, high-quality, tech-enabled education solutions, curriculum, and programs directly to students, schools, the military, and enterprises in primary, secondary, and post-secondary settings. For more information, visit medcerts.com.

The Manager of Student Services is charged with leading and managing a team of 10-12 Student Success Advisors. They are required to use their retention expertise in combination with quantitative and qualitative data to drive the strategies and tactics that successful program completion outcomes and excellent student experience. A successful candidate will be responsible for leading the day to day activities of the Advisement team, monitor and evaluate advisor performance as it relates to productivity and student outcomes, and coach and develop team of Advisors to transform the team into a world class student service and support team. This role reports directly to the Sr. Director of Operations and Student Services and will be asked to participate in and lead departmental projects. This person will also be responsible for non-student facing elements go into providing student services for an online program including but not limited to: data analysis, student database upkeep, cross-functional training and communication, program material creation for training purposes, and process/procedure creation.

GENERAL DUTIES AND RESPONSIBILITIES

• Continually coach and develop staff
• Report on successes and areas needing improvements
• Continually analyze program data to understand what is positively or negatively impacting student retention
• Prepare and present material at internal and external meetings, both in person and virtually
• Follow industry trends locally and nationally to anticipate future talent needs
• Lead team and departmental meetings
• Ensure accurate biweekly forecasting and performance monitoring is maintained
• Work with the internal team to identify opportunities to improve on student experience and outcomes
• Acquire an in-depth knowledge of MedCerts programs and student personas
• Evaluate interactions between Advisors and students and implement regular coaching sessions
• Create departmental presentations as needed

REQUIRED QUALIFICATIONS

• Experience managing, coaching and developing customer facing staff
• Ability to use digital tools and databases to create scalable processes
• A self-starter with the ability to work independently
• Student focus- the ability to always keep the student at the center of everything we do. Makes decisions and guides efforts to improve and expand value for students
• Excellent oral and written communication
• Work effectively in a fast-paced changing environment
• Managerial courage- willingly tackles difficult topics and conventional thinking, doesn’t hold anything back that needs to be said
• Proven ability to influence change

PREFERRED QUALIFICATIONS

• Master’s Degree
• Understanding of Healthcare careers and career paths
• Experience using Salesforce
• Call center experience

BENEFITS

• Tuition Assistance (including a University of Phoenix Partnership)
• Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs)
• Pet Insurance
• Fully remote working environment with equipment provided by MedCerts
• Verizon Wireless Discount
• Life Insurance
• Parental leave
• Weight Loss & Gym Benefits
• Paid time off and holidays
• Health, Dental, and Vision Insurance available to you on start date
• 401K with a company match
• Employee Assistance Program

WORKING CONDITIONS

This is a remote position in which work will be completed during normal business hours (approximately 8:30am – 5:00pm).