Your MissionAs our Lead Student Success Manager you will support a team of Student Success Managers who will be the key contact for learners enrolled with the career accelerator programme and be responsible for ensuring & enabling learner success at every step.The team will support, encourage and guide learners through their career accelerator journey, instilling comfort and confidence in the learner. From welcoming learners to the course, assisting them in planning their study time structure, goal setting, reflections, through to identifying potential blockers and hurdles for the individual learner, and helping them overcome those barriers.You will coach and oversee the team to become high performing in order to establish sector-leading student retention and success rates. You will be able to deal with complex student cases and establish a culture of 'how we can' to achieve ambitious targets. You will lead on our retention and success service design as well as be a key voice for students internally working with the Product team to continuously develop and improve our product and overall student experience.You will have a focus on continuous improvement, ensuring our systems, processes along the learner journey are meeting the needs of the learners and the organisation, driving forward more effective and efficient ways of working. You will have oversight of our learner data, ensuring the team develops strategies and interventions for learner success. You will work with the Manager of SX Team to analyse data on team performance to inform future developments and ongoing CI.What your day to day will look like with usOversee the student success team providing coaching to Student Success ManagersAct as the escalation point for complex learner cases to resolve problems and ensure a smooth journey and successful learner outcomesManage and refine our student success quality assurance systemsLead on student retention and success service design and proactively seek solutions to help learners be as effective and successful as possibleLiaise with various partner stakeholders (e.g. university partner or employer partner) to swiftly resolve any issuesUtilise student, facilitator and partner queries to build organisational systems, processes and other assets which can be utilised on an ongoing basis as the organisation growsRepresent the voice of the customer in various organisational meetings, planning sessions and other activitiesManage student community content that supports, encourages and enables learner engagement and successDevelop and deliver high quality student success documentation to ensure students have clear, concise course communicationsIdentify potential blockers for learners, and proactively seek to provide solutions to enable progressionTake overall responsibility for the end-to-end process of onboarding of new studentsEnable the student success team to be a key, trusted, and supportive contact for students throughout the entire programme life-cycle working with course facilitators and career coaches to ensure students achieve their learning and career goalsBe confident working with the other FR teams and being the voice of the student internallyFacilitate ongoing student feedback and sentiment through analysing surveys and creating reportsRegularly report back on student experience findings and insightsExperiment through iterations with a continuous improvement mindset in order to improve our internal processes and create efficienciesTurn existing time-consuming processes into sustainable and scalable automated tasks when possibleRequirementsWhat you'll need to succeed Equivalent experience within a similar roleDemonstrate and manage potentially complex and sensitive cases and handle personal information with tact and confidentialityLive and breathe student success and retentionSignificant lead experience in education related to student retention and successSignificant experience in problem solving with learners and support teamsAbility to identify, prioritise, and manage riskSensitivity and empathetic understanding of diversity (students, peers, clients)The ability to lead through ambiguity with a focus on 'how we can'Expertise in community management, service design, and delivery and ops of higher education programmesExperience in managing student mentoring, coaching, and student success programmesStrong analytical thinking and decision-making capabilitiesAbility to balance delivering an incredible student experience while working within a commercial settingDesirable:Understanding of the digital skills industries, and those which students will look to be enteringPrevious experience of working with postgraduate students at start or mid career stageCoaching training and or qualificationBenefitsSpend your days making a difference.FourthRev builds world class online learning programmes that lead to qualifications from leading universities, certifications from the world's best technology companies and digital technology jobs with a global network of employer partners.It's our vision to become the world's leading enabler of employability outcomes for students and lifelong learners. In doing so, and helping close the digital skills gap, our purpose is to create social and economic value on a global scale.In less than two years we have partnered with ten of the world's most recognized technology companies to deliver cutting edge courses with universities in Australia, the UK and the US. Our unwavering commitment to quality, student outcomes and shared value partnerships has resulted in excellent growth and investment from leading US and European EdTech VCs. We have been recognised by JISC as one of the top 20 edtech start-ups in the UK and by HolonIQ in the ANZ top-50.Why you'll love working hereAt FourthRev, we are deeply passionate about work being a meaningful, fulfilling part of life. We are proud to be a remote first company that offers flexible working arrangements and ongoing professional growth and development. We place staff health and happiness at the core of strategy and operations as a critical component of our high performance culture. We are deeply passionate about work being a meaningful, fulfilling part of life.Get ready to:You'll tackle unique and challenging opportunities and embrace the unknown, supported by an amazing and talented team of professionals who genuinely care and want you to succeedYour voice matters. We believe that people matter and that our success as an organisation is driven by the people within itYou'll become part of a greater community. We're passionate about enabling the growth of others, mentorship, lifelong learning, supporting learners in the digital economy and other causesWe are a globally diverse team with colleagues spanning different time zones including the U.K. Australia and South Africa. Let us know where you are, we will see if we can make it work!Our DEI CommitmentWe value diversity, equity, and inclusion at FourthRev. We aim to continue building a team with a variety of backgrounds, identities, and life experiences. Research has shown that historically underrepresented groups, such as people with disabilities, women, and people of color, are less likely to apply for a job unless they completely match all the criteria and qualifications.If you feel that you do not meet every single requirement listed in the job description but you are excited about the opportunity and feel a connection to our vision and values we encourage you to submit your application.If you are not selected for this role, we will add you to our talent pool and continue to engage with you should a role arise that better aligns with your skillset and experience.
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