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Faculty Relationship Specialist - New Programs

Expired Job

2U Glenarden , MD 20706

Posted 2 months ago

What We're Looking For:

The Faculty Success team is responsible for working with faculty from partner institutions and ensuring their success as they teach using 2U's technology in the virtual environment. This position involves being the liaison between 2U and faculty members, and ensuring a positive, rewarding, and successful relationship is continuously fostered.

The Faculty Relationship Specialist, New Programs will be responsible for developing and executing a growth plan that focuses on the relationship aspect between 2U and faculty members during the pre-launch period and first two terms for a new partner program. The Faculty Relationship Specialist enhances the faculty experience by providing take-charge, comprehensive and exceptional customer service. This requires showcasing white-glove service to faculty during the day-to-day operations and communications. The Faculty Relationship Specialist is an individual who is incredibly organized, technically savvy, comfortable with online technologies, and is familiar with Zoom or other video sharing platforms. Teamwork is crucial, as this role will also be encompass all responsibilities of the rest of the Faculty Success team on an as-needed basis.

The Faculty Relationship Specialist must have knowledge of the inner workings of the 2U functional areas and the ability to communicate effectively across team and departmental lines, as they will be the contact to collaborate with Program Management, Faculty Training & Development, Technical Customer Support, Student Success, Curriculum & Learning, and other teams to ensure issues are resolved in a timely manner.

Responsibilities include, but are not limited to:

  • Embody successful approaches for relationship management

  • Manage the onboarding and documentation process for all 2U-enabled programs for consistency and faculty satisfaction

  • Collaborate with University staff and internal cross-functional teams to launch new programs and promptly resolve faculty issues

  • Act as primary interface between 2U, faculty, and program management

  • Develop strategies and methodologies to proactively check in with faculty in assigned programs

  • Translate program priorities into actionable themes that will inform faculty training and support interactions

  • Adapt to changing business requirements and set appropriate goals to achieve service excellence

  • Identify faculty trends within partner programs and develop solutions to improve interactions

  • Be a model change agent, challenge the status quo, and bring creative solutions

  • Report and analyze big data metrics

  • Set up faculty technical accounts and permissions

  • Provide exceptional service and support to faculty and students with technical issues in the Learning Management System (LMS), Zoom, and other technology platforms

  • Lead enrichment webinars on the Zoom

  • Maintain white glove service approach in every activity and interaction

Things That Must Be in Your Background:

  • Bachelor's degree required

  • Previous account management experience

  • Minimum 3 year experience working in a service-oriented, customer support, technical support or related field (experience providing service in a collegiate, university or online environment a strong plus)

  • Advanced computer skills (Current Microsoft & Apple OS, Microsoft Office, Chrome, Firefox, Safari, IE, Google Applications)

  • 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 and a high sense of urgency

  • Ability to work quickly and accurately; must be able to multitask in high-intensity situations

Other Attributes That Will Help You in This Role and at 2U:

  • Familiarity with online learning technology

  • Strong customer service focus; commitment to faculty and student satisfaction and success

  • Ability to adjust to a flexible work day schedule, including evening and/or weekend hours

  • Enthusiasm and the ability to thrive in an atmosphere of constant change

  • Ability to work and contribute in a team environment

  • Eagerness for professional development and continual improvement of the 2U vision

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Faculty Relationship Specialist - New Programs

Expired Job