Manager of Student Experience

Job Description

Your Mission

At FourthRev, we’re all about helping students secure career outcomes and the Manager of Student Experience (SX) role is focused on ensuring students achieve that through a world class learning journey — in a new category of education that brings alignment between industry and higher education.

As a Manager of SX, you will lead and oversee a matrix delivery team for one or more of our Career Accelerator programmes. You will hire, build, and develop a team which is composed of student success managers who help our learners succeed in the programme; career coaches who equip digital talent worldwide with the skills and tools to advance their careers; facilitators who guide our learners through the curriculum and provide expert-led masterclasses. This team is dedicated to modelling and helping students develop the human skills that will help them be successful in their career journey - skills like self-leadership, reflection, and resilience.

This role is a managerial role that is responsible for the operational delivery of a world class student experience.

What your day to day will look like with us

• Developing and implementing high quality, timely and efficient processes to ensure successful operational delivery of programmes;
• Oversee and manage the supporting teams, including Success Manager, Careers Coach and operations;
• Act as the escalation point for complex learner cases to resolve problems and ensure a smooth journey and successful learner outcomes;
• Lead workshops and proactively seek solutions to help learners be as effective and successful as possible;
• Coordinating expert facilitators and overseeing the administrative delivery of courses to ensure a successful student experience and outcomes;
• Supporting the recruitment of expert facilitators, managing their onboarding, course delivery responsibilities and overall experience to drive facilitator retention;
• Analysing course data to make recommendations for operational improvements;
• Working effectively across internal teams and external partnerships to drive collective success;
• Develop and maintain strong relationships with key customer stakeholders so as to maximise overall relationship success and drive partnership retention and growth;
• Work closely with education partners to understand the critical enablers of their success to inform continuous improvement efforts of FourthRev;
• Liaise with various partner stakeholders to swiftly resolve any issues;
• Utilise student, facilitator and partner queries to build organisational systems, processes and other assets which can be utilised on an ongoing basis as the organisation grows;
• Represent the voice of the customer in various organisational meetings, planning sessions and other activities.

Requirements

What you’ll need to succeed

You may have a background in course management and/or the delivery of student services working directly with learners within a higher education setting. Key personal attributes and experiences should include:

• Live and breathe student experience and success
• Managerial experience in higher education related to SX
• Significant experience in problem solving with learners and support teams
• Ability to identify, prioritise, and manage risk
• Sensitivity 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 programmes
• Experience in managing student mentoring, coaching, and student success programmes
• Strong analytical thinking and decision-making capabilities
• Ability to balance delivering an incredible student experience while working within a commercial setting

Benefits

Spend 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 here

At 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 succeed.
• Your voice matters. We believe that people matter and that our success as an organisation is driven by the people within it.
• You’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 causes.
• We 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 Commitment

We 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.