Coursera was founded by two computer science professors at Stanford with a vision of providing life-transforming learning experiences to anyone, anywhere. It is the world’s largest online learning platform for higher education. 190 of the world’s top universities and industry educators partner with Coursera to offer courses, Specializations, and degrees that empower over 40 million learners around the world to achieve their career goals. Over 1,800 companies use the company’s enterprise platform Coursera for Business to transform their talent. Coursera is backed by leading venture capital firms such as Kleiner Perkins Caufield & Byers, New Enterprise Associates, GSV Capital, International Finance Corporation, Laureate Education Inc., and Learn Capital.
The Learner Services team strategizes, builds, and delivers support and services at scale to millions of learners on Coursera, to help them succeed in their courses, specializations, and degrees. The team deeply understands learner needs, and partners closely with Product and Engineering teams to build data-driven automation and turn learner insights into product and platform improvements.
You will be part of a team responsible for reinventing the online degree experience and expanding access to learners worldwide. With a blend of top notch project management skills, communications skills, and deep learner understanding, you will act as the primary interface between Coursera, higher ed learners and university stakeholders invested in student success.
As part of the Content & Product Services team, you will work closely with our University Partners, Business and Operations Leadership, Product, and Engineering teams to create the best learning experience for non-traditional students around the globe.
Check out life at Coursera on The Muse!
Your Responsibilities:Provide meaningful interaction with learners via email, webinars or other communication channels and provide them with high quality supportAssess and communicate learner sentiment and student success metrics for assigned programsCreate resources and operational workflows to support the learner throughout their journey with Coursera, from onboarding to graduation and beyondDesign and execute on innovative student services, measure their impact, and iterate based on findingsBuild strong relationships with university counterparts, to develop a shared student services model, student retention strategy, provide staff training, and roll out new programsManage the operations and processes associated with degree programs, resolving issues as needed to ensure an exceptional student experienceBe a platform expert in the degree learner experience and provide platform and technical support to our university partners to support live degree courses, working with Program Managers and EngineeringAct as the voice of the learner in assigned programs, advocating for product enhancements and policies which reduce friction in the degree experiencePartner with cross-functional Coursera stakeholders for alignment on timing and requirements for how student services play into overall program health and key milestonesManage Learner Services projects that improve productivity and other quantifiable outcomes
Your Skills:2+ years of experience providing learner-facing services such as student advising, academic support or career counseling. Experience with post-secondary education preferred1+ years of experience with account management, relationship management, and cross-functional collaboration (with Engineering/Product teams)Experience either as a provider (i.e. instructor, advisor, instructional/course designer) or learner of online degrees or credit-bearing certificates strongly preferredData-driven approach to identifying trends, making business cases and decision makingProven ability to improve processes and build new workflows from scratchExperience with learning and teaching others how to use a technical platformComfort analyzing and manipulating data in a spreadsheet. SQL knowledge a plus.Ability to manage projects successfully in a fast paced startup environment with tight timelinesAbility to travel up to 10%
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