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Supervisor, Student Services

Company: Pearson
Location: Olympia
Posted on: January 27, 2023

Job Description:

Pearson Online Learning Services (POLS) is a leading provider of online higher education, delivering over 200 online degree programs in partnership with more than 30 academic institutions.Pearson Online Learning Services (POLS) adds life to a lifetime of learning. We are a community of educators, designers, marketers and entrepreneurs. We work across diverse disciplines and global boundaries to connect more students to top tier universities and colleges. We partner with higher education institutions to help them build and manage learner-centered, academically strong experiences that help learners to achieve success in career and life.Our team helps our academic partners translate their pedagogical visions into rich, engaging online experiences that deliver strong outcomes. Providing strategy, planning, and research to help identify opportunities, prototype new offerings, and improve program performance. Enrolling students by building compelling marketing campaigns, improving recruitment, and opening new channels to reach qualified learners. Advising and supporting partners to rapidly expand non-degree offerings, including short courses, boot camps, and other forms of experiential, team-based learnings. Support and coaching learners to improve recruitment, retention, satisfaction, and graduation rates.Note: Pearson is currently holding the Pearson Online Learning Services business under strategic review to assess the optimal long-term ownership structure.The Supervisor of Student Support Services is responsible for leading and developing an assigned team of 714 Student Support Services employees, providing them with the training, guidance and coaching needed to ensure they meet their KPIs, retention goals, and quality metrics.Responsibilities:Specific duties and responsibilities include, but are not limited to, the following:

  • Supervise a team of front-line employees, with a focus on ensuring minimum KPIs are consistently achieved
  • Conduct weekly coaching sessions to ensure employees are progressing well towards their assigned goals, including performance managing as needed
  • Respond to their direct report employee requests for assistance within 24 business hours.
  • Monitor, analyze and evaluate assigned employee phone call and email activity reports daily, coaching and correcting variance from established guidelines as appropriate.
  • Oversee accurate and complete student enrollment records and account for the same for their assigned team as required by university governance, all laws, policies, and administrative regulations.
  • Meet or exceed student enrollment program metrics each term, working with their assigned business unit team.
  • Prepare and coordinate all required enrollment forecasts, and business metric reports on enrolled students for their team and report on all assigned enrollment activities as required.
  • Confer with assigned team members regarding high priority students, and coordinate with university faculty and program directors to develop specific, personalized, intervention plans and activities for each high priority student facing an academically difficult situation.
  • Facilitate student requests for assistance such as contacting campus-based facilitators or arranging for additional academic tutor training and referring students to the appropriate university services, tracking and monitoring their progress thereafter on a regular schedule or until they are assessed not high priority.
  • Confer with faculty, program directors, other campus counselors, and administrators to help resolve students' academic and administrative problems.
  • Participate in the launch of new programs as needed
  • Participate in the course review and evaluation process for the department including monitoring and analyzing learner feedback to ensure quality of program/course is maintained.
  • Other duties and responsibilities may be assignedRequirements:
    • Minimum of 3 years' experience managing front line staff
    • Previous Higher Education Administration or Student Services work is an asset
    • Proven ability to drive a high-performance culture and manage in a KPI focused environment
    • Ability to work effectively across teams
    • Demonstrated ability to influence change
    • Strong oral and written communication
    • Work effectively in a very fast paced changing environment
    • Must be able to perform non-local travel up to 10%Supervisory Responsibilities:
      • Responsible for a team of Student Support Services employeesCompensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado and New York City laws, the pay range for this position is as follows:Minimum full-time salary range is between $75,000-80,000 USD.This position is not bonus eligible, and information on benefits offered is here.#LI-REMOTELearning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the worlds leading learning company. Learn more at pearsonplc.com.Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racistcompany in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive. To learn more about Pearsons commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.htmlPearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need.All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.Job: LEARNING DELIVERYOrganization: Virtual LearningSchedule: FULL_TIMEReq ID: 8259#location

Keywords: Pearson, Olympia , Supervisor, Student Services, Other , Olympia, Washington

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