Pearson Associate Director of Student Engagement - ASU in Chandler, Arizona
Associate Director of Student Engagement - ASU
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
* Recruitment Services Mission Statement *
A highly ethical, motivated, and competent group of studentadvisors who collaborates with academic partners and peers to interview andadvise highly qualified student prospects that are capable of graduating fromtheir selected program and to fulfill their aspirations. We strive to become aworld-class organization full of engaged minds committed to education with apassion for excellence.
* Summary *
As the Associate Director of Student Engagement,you will be responsible for the vision, performance, and communication of theend to end student experience from initial potential student engagement throughenrollment by overseeing and leading initiatives to improve how we engage withstudents and understand while enhancing their experience through student feedbackand performance measurements. You will act of the voice of the studentthrough multiple different external partner sources and inquiry sources byunderstanding their needs and be able to create that vision accurately withinternal and external executive stakeholders. You will also collaboratewith external education partnerships to direct the expected employee/studentexperience and lead internal cross-functional teams towards that desiredexperience.
* Responsibilities *
Specific duties and responsibilities include, but are not limitedto, the following. Other duties and responsibilities may be assigned.
Responsible for the vision and thoroughunderstanding and growth of the overall student experience and performance ofcontact engagement through various communication channels.
Responsible for the collaboration with externalfacing colleges and corporate partnerships to create the vision of the ultimatestudent and employee experience.
Effectively engages with and communicates tointernal leaders and external partners on the student experience and vision ofstudent engagement. This will involve multiple leaders and partners fromUniversities and their corporate partnerships. Being able to representyourself, the organization, and the student’s perspective in a highly effectiveway is critical.
Directs efforts of student engagement to leaddirect and indirect reports in other departments and improve communicationchannels including to include, but not limited to call campaigns, chat, text,and email strategies.
Directs internal efforts across multipledepartments towards the expected employee/student experience by studentcolleges, employers, and type.
Create the vision of future reporting andunderstanding of student experience by outlining and overseeing reporting needswhile working with analysts to create data on the impact of multiplecommunication channels to improve student persistence.
Responsible for the transition of studentsbetween contact and recruitment groups and the use of technologies to improvestudent allocation, leading to improved student management, performance, andstudent engagement. This will consist of the creation, maintaining of,and constant improving of routing strategies.
Collaborates with multiple cross functional departmentsas a recruitment decision maker that utilize and oversee communicationfunctions to enhance student engagement and experience.
Is visionary to lead strategic shift of customerexperience to proactive customer success model while able to constantly lookfor improvement and sharing that vision. Leads teams to the creation,understanding, and usage of Net Promoter Score metrics.
Leads others to the vision to develop andcontinuously enhance a lead routing models to allow potential students to beserviced by Advisors that are best prepared to help students be serviced andcontinuously engaged.
Collaborates with others on re-engagementstrategies and campaigns efforts through the use of multiple strategies andcommunication channels including email and artificial intelligence to re-engagestudent inquiry.
Acts as the advocate for students inunderstanding their enrollment experience through multiple inquiry, employer,or segment channels and consistently improving that experience and the visionfor improvement to internal and external executives.
BA/BS degree from accredited institution and/or appropriate combination of educational and significant experience required. Master’s degree preferred.
5 years of operations experience including the successful execution of projects and systems preferred
Demonstrated product management and execution through extensive experience and/or training through certification
A thorough understanding and experience of call center measurements, prioritized lead routing, and dialing campaigns
Ability to serve as a champion of the customer internally and a thought leader and customer success expert internally
An understanding of and experience with Net Promoter Scores
Demonstrated ability to formulate strategy and lead the implementation of operational initiatives to meet goals.
Proficient in MS Office, MS Word, Excel, and PowerPoint.
Supervises the Contact Operations and Strategy Manager
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
Primary Location: US-AZ-Chandler
Work Locations: US-AZ-Chandler-3075 West Ray 3075 W Ray Rd Park at San Tan Chandler 85226
Job: Customer Service
Organization: North America
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Oct 4, 2017
Req ID: 1716122