ExecOnline, Inc.

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Associate Director, Participant Service & Success

Program | New York, NY | Full Time

Job Description

Join a world class client services team at the leading ed-tech firm reinventing how the world’s greatest companies develop their next generation of leaders. ExecOnline partners with elite business schools and their award-winning faculty to bring high level executive development programs to the e-learning space. Founded in 2012, ExecOnline has enrolled over 5,000 executives from 80+ Global 2000 companies in our programs.

We are looking for a talented individual to join us as the Associate Director, Participant Service & Success on our Program team. Your role will be to develop and manage the customer support desk for our executive client participants, ensuring a superior learning experience for all participants.

This role requires exceptional communication skills, operational ability and deep cross-functional collaboration with our Operations, Client Success, Technology, and Academic teams. This is a high visibility role; you will be the driver of ExecOnline service to our global executive participants.

The position will be based in either New York City or Washington, DC.

RESPONSIBILITIES:

  • Lead the participant service group, including inbound participant service and proactive multi-channel support outreach

  • Manage and grow a small team of customer support associates, ensuring high-quality service is delivered to executives during the program life-cycle

  • Contribute innovative ideas to develop the role, including recommendations for new or revised standard responses/scripts designed to enhance service and decrease response time

  • Provide comprehensive, professional, and expeditious customer support, both inbound and outbound, to a high-volume of course participants, composed of top-tier executives from high profile companies

    • Respond to inbound technical platform questions, challenges with live events, and program escalations

    • Create new infrastructure and strategic questioning for proactive outreach, such as specialized VIP participant support

    • Must be comfortable on the phones with C-Levels participants to ensure successful course completion

  • Work closely with our Client Success team to design strategic enterprise escalation, communication, and responses

  • Ensure compliance to key regulations and implement SLAs for key processes

  • Escalate service failures or customer concerns to key internal stakeholders

  • Establish performance standards to reach service goals of company (NPS, student retention, etc.) and manage departmental budget

  • Leverage the data management system to analyze participant data, such as course progress and experience feedback, and take action as necessary

  • Participate in strategy meetings with company leadership to help shape offerings and overall direction of company efforts

REQUIREMENTS:

  • Bachelor’s degree required, MBA or Master’s degree preferred

  • Looking for mid-level candidates. Minimum of 5 years of experience in the Customer Service/Call Center field, with a minimum of 1 year of experience in a leadership/managerial role

  • Experience with customer service technologies (e.g. Salesforce/ServiceCloud)

  • Experience with top-tier executive clients in e-learning, online higher education, or software is a plus

  • Background in sales, political campaigns, or marketing is a plus

  • Track record of meeting and exceeding KPIs

ATTRIBUTES:

  • Strong general business acumen; ability to converse with senior executives

  • Engages everyone you meet in conversation ‒ from high-level executives to taxi drivers

  • Exhibits high attention to detail and strong operational muscle, a passion for scale, and is a driver of results

  • Comfortable giving direction as well as following others’ lead

  • Skilled communicator, with well-developed verbal, written, listening, presentation abilities

  • Ability to excel in a fast-paced, start-up: you are a builder, not just a manager

  • Excellent organizational/time management/planning skills

  • Highly comfortable running live online meetings with internal/external stakeholders

  • Intellectually curious, strong problem-solving skills, a fast learner

  • Positive, enthusiastic, self-motivated and professional

ABOUT EXECONLINE:

ExecOnline is transforming executive education through partnering with top business schools, including Columbia University, UC Berkeley, and MIT, to deliver professional development programs that empower executives in Global 2000 companies. Delivered through our online platform, we provide executives with the engagement and impact of on-campus learning, with the convenience of online education. Our Certificate Programs in Strategy, Innovation and Operations consist of on-demand video lectures, individual projects, and live online collaboration and networking with faculty and a global community of high-achieving professionals.
 

HOW TO APPLY:

To apply for this position, please submit a copy of your resume, brief cover letter (including how you heard about us), and a link to your LinkedIn profile.