Senior Tutor Manager

Profile

What We’re Looking For:
The Centralized Tutor Team Senior Manager is responsible for the daily management of the team and driving new initiatives, improvements, and successful completion of key objectives.
Management includes scheduling, hiring, onboarding, quality assurance, collaboration with tutors and tutor team leads, along with collaboration with Instructional Recruitment, instructors, TAs, and SSMs to ensure a high quality student experience.
In addition, the manager will work closely with our technology teams to ensure continuing enhancements of the Centralized Tutor Team technology solutions including, but not limited to, Salesforce, Tableau, Tutor Request Module (TRM) as well as future technology platforms. Team metrics and utilization of technology will be necessary to find ascertain areas of needed improvement and new initiatives.
Communication with the curriculum teams will be an integral part of the role in order to drive continued improvement of tutors’ knowledge to ensure an excellent student experience.
Key Role and Responsibilities:
Establish communication systems between tutors, lead administrators and students to have insight into daily team issues requiring intervention such as schedule changes, hiring needs, etc.
Review of team metrics and planning and execution of system and team operation enhancements.
Establish and maintain team communication with students, SSMs, TAs, and instructors to establish transparency and collaboration to provide an every-improving student experience.
Regular communication with curriculum teams regarding changes in curriculum which necessitates ongoing education and training of tutors.
Collaboration with curriculum teams to establish regular training for tutors to coordinate ongoing changes and enhancements to the curriculum.
Establish communication with technology teams to drive improvements in visibility of team metrics and improvements in the technology solutions used by the team.
Communication with Instructional Recruitment to ensure sufficient staffing of the Tutor Team.
Ensure timely and professional handling of student requests for tutor assignments and reassignments.
Delegation of tasks to tutor team lead administrators
Continuous management of the Central Tutor Team knowledge base, how-to guides and other related documentation.
Slack updates, announcements and reminders to team members
Schedule management, delegating responsibilities among other administrative team members.
Regularly review all quantitative and qualitative feedback data to monitor and improve performance of the team.
Education and Experience:
3 years of experience managing people and systems.
Demonstrated experience creating and implementing complex team systems for improving metrics, team efficiency, team satisfaction.
Demonstrated experience managing complex cross-functional relationships.
Excellent verbal and written communication skills with the ability to communicate in a courteous, tactful, and concise manner
Organizational skills with exceptional attention to detail
About 2U Inc. (NASDAQ: TWOU)
2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners.
2U Diversity and Inclusion Statement
At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same.
Benefits & Culture
Working at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.
2U offers a comprehensive benefits package:
Medical, dental, and vision coverage
Life insurance, disability and 401(k)
Unlimited snacks and drinks
Generous paid leave policies including unlimited PTO
Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break
To learn more, visit 2U.com. #NoBackRow
Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.

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