Manager, Program Operations

Who we are:

Since 2011, General Assembly has transformed tens of thousands of careers through pioneering, experiential education in today’s most in-demand skills. As featured in The Economist, Wired, and The New York Times, GA offers training in web development, data, design, business, and more, both online and at campuses around the world. Our global professional community boasts 40,000 alumni — and counting.

In addition to fostering career growth for individuals, GA helps employers cultivate top tech talent and spur innovation by transforming their teams through strategic learning. More than 21,000 employees at elite companies worldwide have honed their digital fluency with our corporate training programs. GA has also been recognized as one of Deloitte’s Technology Fast 500, and Fast Company has dubbed us leaders in World-Changing Ideas as well as the #1 Most Innovative Company in Education.

The Role

We are looking for an enthusiastic leader to create a world-class environment for students. This is a role for a motivated team player who is customer focused, process driven, and wants to be part of a fast-paced, growing educational community.

The Manager, Program Operations is responsible for overseeing the seamless delivery of the day-to-day operations of their program portfolio and is responsible for driving program excellence and keeping the classroom experience up to brand standards. They are a crucial cross-functional leader and must work closely with teams responsible for executing on other aspects of the student experience - namely, instruction, career coaching, product, and regulatory. They own the full suite of qualitative and quantitative performance metrics for their program portfolio.

The Manager, Program Operations will develop a student success strategy to create a high degree of customer satisfaction within their program portfolio. They will be responsible for implementing that strategy, including reviewing and analyzing student feedback, monitoring student performance, enacting support measures where appropriate, anticipating customer needs, and serving as the main point of contact for students outside the classroom, directly managing a student caseload and acting as the point of escalation for students within their portfolio of courses. 

Additionally, the Manager, Program Operations will ensure the courses within their portfolio are equipped with the staff, resources, processes, and tools to facilitate an excellent learning environment for students. They will serve as the direct manager for the Student Success team supporting their portfolio of courses, responsible for hiring, onboarding, and directing work for this key customer-facing team.

Finally, the Manager, Program Operations serves as the Student Success expert of their program portfolio, driving innovative, high-touch and high-impact initiatives and engaging programming to build community, hit metric goals, and support growth.

Responsibilities:

• Oversee the execution of their portfolio programs. Partner with stakeholders from other teams to deliver the highest quality educational experience. Monitor student enrollments to ensure accurate staffing and resourcing.
• Drive student success strategy, including supporting learner success and managing and iterating on student feedback.
• Partner with other Managers, Program Operations and Student Success team members to implement new processes and workstreams.
• Directly manage and support a student caseload of approximately 100 students.
• Serve as the escalated contact for course production and student needs for all courses within their portfolio. Able to triage problems with a measured and thoughtful approach.
• Hire, onboard, and manage a team of Student Success Managers and Student Success Specialists/Associates, helping them make the best decisions to effectively operate the courses in the portfolio, keep team morale and performance high, and hit goals. 
• Manage logistics to support in-person programs within their portfolio, including coordinating with Campus Managers or local staff, as applicable; determining resource requirements; and make key strategic decisions with the utmost concern for educational quality while maximizing profitability.
• Collate priorities and recommendations from Student Success Managers and Specialists to drive growth, competitive advantages, operating efficiencies, and improved student satisfaction.
• Collaborate with Consumer Operations leadership and Director, Student Success + Operations to set quarterly goals.
• Support regulatory and compliance requests for student records within their program portfolio.

Required Skills:

• 3-5+ years prior work experience, preferably in a customer or client success role.
• Tech and system savvy; experience with Slack, Zoom and Google Suite 
• Great written and verbal communication skills.
• Detail-oriented with strong organization skills.
• Demonstrated expertise in people management and/or coaching.
• Highly organized, can coordinate multiple projects at once.
• Strong ability to multitask, prioritize, problem-solve, and execute in a timely fashion.
• Able to anticipate customer needs and act accordingly.
• Comfortable with ambiguity and last-minute changes, remains calm under pressure.
• Is open to feedback and collaboration, and committed to transparency

Core Competencies:

• Customer Focus
• Problem Solving
• Directs Work
• Collaborates
• Manages Conflict
• Drive for Results
• Builds Effective Teams

Remote in the following U.S. states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, North Carolina, New Hampshire, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Washington, Washington DC, Wisconsin, West Virginia, Vermont, Virginia