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Manager, Mentors and Reviews

Company: Udacity
Location: Mountain View
Posted on: June 15, 2019

Job Description:

Udacity's mission is to democratize education. We're an online learning platform offering groundbreaking education in fields such as artificial intelligence, machine learning, robotics, virtual reality, and more. Focused on self-empowerment through learning, Udacity is making innovative technologies such as self-driving cars available to a global community of aspiring technologists, while also enabling learners at all levels to skill up with essentials like programming, web and app development. Udacity is looking for people to join our Scholarships team. If you love a challenge and truly want to make a difference in the world, read on!

Student Services at Udacity

Ensuring high quality technical mentors and project reviewers is crucial to our students' and Udacity's success and both are core pillars of Udacity's learning product. As the team tasked with designing, executing, improving and delivering successful mentor- and reviewer-related programs, Mentor and Reviewer Operations is responsible for mentor/reviewer engagement, community, payments, offboarding and much more. We are a global team with staff in the US and India.

Overall, Mentor and Reviewer Ops forms part of the Student Services team, which leads the company's efforts to ensure every Udacity student has a first class experience learning on our platform. As part of this larger group, we coordinate closely with colleagues focused on sourcing new mentors, providing general student support, creating a vibrant student community, and creating new products that drive a better and more efficient experience for everyone.Responsibilities:



  • Overall: the Manager is responsible for both daily operations that support mentors and reviewers to designing and implementing new and improved programs and processes. Ultimately, the Manager is responsible for key performance metrics such as mentor and reviewer ratings and gross margins.

  • Operational execution of key team tasks: to support, engage and coordinate compensation with Finance for our mentors and reviewers, the Manager will oversee: payments, community and individual support through Slack and Zendesk, email campaigns to provide company updates along with positive and constructive feedback to mentors and reviewers, and offboarding or temporarily pausing mentor assignments due to vacations, etc. In addition, the Manager will be responsible for ensuring new projects have qualified reviewers available, that the quality of reviews remains high, and that students can benefit from engaging with their counterparts on our Knowledge platform.

  • Managing a Global Team: team members located in the US and India work on the daily delivery of these operational tasks will report directly to the Manager, Student Services. The Manager for Mentors and Reviews will be responsible for their daily work and overall performance. As needed the Manager will onboard and train new team members, and work with the team on professional development.

  • Improving Processes to Drive Results: the Manager will be a crucial driver in helping Udacity continue to refine and improve its mentorship and reviewer models. Through coordination with product, engineering, data, and other teams, the Manager will seek insight on mentor performance to drive higher levels of student engagement, project completion, and graduation while also reducing plagiarized project submissions. The Manager will work with the team to link top performing mentors with more students, remove underperforming mentors, introduce new programs that help all mentors improve their performance (e.g. webinars, user interfaces, mentor dashboards, welcome flows and expectation setting, etc.), integrate mentor feedback into Nanodegree content revisions and improvements, and even work on revising Udacity's overall mentor program to continue improving the student experience.
  • Reducing Costs: the Manager will also work to drive down mentor- and reviewer-related costs. This includes working with the data team to analyze expenditures, highlight any correlation between expenses and performance (e.g. student progress and graduation), and work with other managers and leaders to roll out new or improved programs and processes that reduce expenditures.


    Requirements



    • 5+ years of Project or Program Management Experience
    • Passion for education
    • History of driving successful results while coordinating complex programs across multiple teams
    • Excellent communication skills, able to engage successfully with a global team of varying levels of seniority
    • Adaptable in a fast-paced, start-up environment
    • Technical experience, including with data analysis and excel, CRM systems (e.g. Zendesk), and coordinating with Product Managers on product needs.

      We are an equal opportunity employer and value diversity at our company. Women, people of color, members of the LGBTQ community, individuals with disabilities, and veterans are strongly encouraged to apply.

      Udacity's Terms of Use and Privacy Policy

Keywords: Udacity, San Francisco , Manager, Mentors and Reviews, Executive , Mountain View, California

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