Pearson Online Learning Services (POLS) is a leading provider of online higher education, delivering over 200 online degree programs in partnership with more than 30 academic institutions.

Pearson Online Learning Services (POLS) adds life to a lifetime of learning. We are a community of educators, designers, marketers and entrepreneurs. We work across diverse disciplines and global boundaries to connect more students to top tier universities and colleges. We partner with higher education institutions to help them build and manage learner-centered, academically strong experiences that help learners to achieve success in career and life.

Our team helps our academic partners translate their pedagogical visions into rich, engaging online experiences that deliver strong outcomes. Providing strategy, planning, and research to help identify opportunities, prototype new offerings, and improve program performance. Enrolling students by building compelling marketing campaigns, improving recruitment, and opening new channels to reach qualified learners. Advising and supporting partners to rapidly expand non-degree offerings, including short courses, boot camps, and other forms of experiential, team-based learnings. Support and coaching learners to improve recruitment, retention, satisfaction, and graduation rates.

Note: Pearson is currently holding the Pearson Online Learning Services business under strategic review to assess the optimal long-term ownership structure.

Summary:

The Supervisor of Student Support Services is responsible for leading and developing an assigned team of 7-14 Student Support

Services employees, providing them with the training, guidance, leadership and mentoring necessary to succeed in their assigned programs.

Responsibilities:

Specific duties and responsibilities include, but are not limited to, the following. Other duties and responsibilities may be assigned.

• Supervise, train, coach, mentor, lead and guide a team of Student Services employees.
• Conduct regular coaching sessions and annual performance evaluations, to include defining development plans and corrective action plans for their assigned team.
• Respond to their direct report employee requests for assistance within 24 business hours.
• Meet with other Associate Directors and Supervisors to stay informed of changes affecting day to day business operations.
• Monitor, analyze and evaluate their assigned employee phone call and e-mail activity reports on a daily basis, coaching and correcting variance from established guidelines as appropriate.
• Oversee accurate and complete student enrollment records and account for the same for their assigned team as required by university governance, all laws, policies, and administrative regulations.
• Meet or exceed student enrollment program metrics each term, working with their assigned business unit team.
• Prepare and coordinate all required enrollment forecasts, and business metric reports on enrolled students for their team and report on all assigned enrollment activities as required.
• Manage the reconciliation of student enrollment numbers and process student and facilitator invoices on a timely basis for their team, working with finance / accounting.
• Confer with assigned team members regarding “at risk” students, and coordinate with university faculty and program directors to develop specific, personalized, intervention plans and activities for each “at risk” student facing an academically difficult situation.
• Facilitate student requests for assistance such as contacting campus based facilitators or arranging for additional academic tutor training and referring students to the appropriate university services, tracking and monitoring their progress thereafter on a regular schedule or until they are assessed not “at risk”.
• Confer with faculty, program directors, other campus counselors, and administrators to help resolve students' academic and administrative problems.
• Oversee the launch of new programs as needed working with the Business Development team.
• Participate in the course review and evaluation process for the department including monitoring and analyzing learner feedback to ensure quality of program/course is maintained.

Requirements:

• Master's degree preferred, and/or Bachelor degree
• Minimum of 5 years in previous Higher Education Administration or Student Services work experience highly desired
• Minimum of 3 years experience in people management
• Proven ability to think strategically
• Ability to work effectively across teams
• Demonstrated ability to influence change
• Strong oral and written communication
• Work effectively in a very fast paced changing environment

Supervisory Responsibilities:

• Responsible for a team of Student Support Services employees.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado and New York City laws, the pay range for this position is as follows:

Minimum full-time salary range is between $75,000-80,000 USD.

This position is not bonus eligible, and information on benefits offered is here.

#LI-REMOTE

Job: LEARNING DELIVERY

Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 8259

#location

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