Director, Student Success
Udacity's mission is to train the world’s workforce in the careers of the future. We partner with leading companies to learn how technology is transforming industries, then teach the critical tech skills that individuals need for new and better jobs, and companies are looking for in their workforce. With Nanodegree programs ranging from AI and Azure to Data Science, Robotic Process Automation, and Cybersecurity, our online training platform helps even the busiest learners prepare themselves for the most in-demand tech roles.
Udacity's unique learning model of real-world projects and experts and mentors available 24/7 enables an unprecedented degree of engagement with our students, and we are with them through every step of their learning journey—from the first moment a marketing team member might answer a question, to the penultimate moment when a career team member receives word that a graduate has gotten a new job. Always putting Students First guides us as we continue our mission to bring the highest quality learning possible, to as many learners as we can possibly reach.
As the Director of Student Success you will help create amazing student experiences. This key position is responsible for successful overseeing the daily operation, oversight, management and benchmarking of the Student Success Team. You will be at the forefront of supporting our students through their educational journey and in collaboration with the largest team at the company, you will assess and define how we do exactly that.
We take immense pride in meeting our students where they are, ensuring only the best for our students, considering what is a “students first” approach in all interactions with our students, resolving issues in a timely, student satisfaction and cost effective manner.
The Director of Student Success will strategize, build, execute and manage the Udacity Student Experience. They will do this by overseeing operations for a global team of student experience professionals, developing and implementing key transformational strategic initiatives, and managing sound and scalable business practices.
Global Team Leadership
- Spearhead team culture and cultivate engagement within a high performing 24x7 “follow the sun” Global Student Success organization (US, India, MENA region)
- Deep knowledge of current customer service issue handling, resolution and leveraging tools & methodologies (Support AI, CRM, KCS, ESN, Knowledge Management) to create a “best in class” customer support infrastructure.
- Management experience with global teams.
Strategy
- Drawing from experience, research outstanding / “gold standard” customer experience methodologies, collaborate with Udacity colleagues to define Udacity “best in class” Student experience. Set near term and long term strategy.
- Ability to measure student interaction data, develop and understand trends, and address root cause issues.
- Create and implement “Udacity Community Profile” including tools, platform, community groups, engagement and ROI metrics in a scalable and impactful manner.
- Maintains knowledge of best practices and cutting edge developments in service strategies.
- Understanding of customer segmentation, customer journey mapping, and how to leverage insights to develop product & service offerings.
Cross-Functional Collaboration
- Develop healthy and impactful cross-functional relationships providing insight into student issues and working effectively with colleagues to resolve identified issues.
- Participates in/on a variety of meetings, committees, task forces, and/or other groups representing the Voice of the Student to drive to improved processes & resolution of root cause issues.
Data Orientation
- Understand trends, develop mitigation strategies, process improvements and escalation procedures to reach and maintain “best in class” learner (customer) experience.
- Acute analytical acumen -- ability to synthesize data, understand trends, identify issues, drive to root cause and build strategies to mitigate friction at scale and cost.
- Familiarity with key customer analytics such as Customer Effort Score (CES) and Net Promoter Score (NPS)
Customer Centricity
- Manage, provide oversight and guide the strategic direction of all components of the student support team -- including but not limited to Self-Help (Support AI), Multi-channel student support (email,chat, social and community).
- Improve student support quality results across all GTMs by analyzing and redesigning processes; implementing CXM best practices; establishing and communicating support metrics.
- Develop and maintain infrastructure to ensure that the team can scale profitably and efficiently, including process improvements, tech stack, automation/s, and system integration/s.
- Drive scalable and repeatable operational processes to drive proactive service delivery experiences across GTMs focused on customer first.
- Leads special projects as needed.
What We're Looking For
- A passion for excellence in execution with a deep understanding of customer needs and drivers that is balanced with solid business solution assessment skills.
- 7+ years of experience in progressive career management of customer service focused organization
- 2+ years of experience with building and leading a team focused on Online Communities for a diverse student population.
- Experience in transformational leadership -- and ability to build and implement tactical / transactional efforts to achieve material changes.
- A passion for excellence in execution with a deep understanding of customer needs and drivers that is balanced with solid business solution assessment skills.
Udacity is committed to creating economic empowerment and a more diverse and equitable world. We have partnered with AT&T, Google, Lyft, Microsoft, Accenture and more to provide over 22,000 scholarships this year to those from communities under-represented in tech.
