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
Didn't find what you're looking for? Search again!
Loading more jobs...