Student Operations Manager, Online Learning


Job Description

Student Operations Manager, Online Learning - ( 2109774 )
Our Organisation
We are the world's learning company with more than 20,000 employees, supporting learners in nearly 200 countries worldwide. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people. We're committed to a world that's always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it's one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology - and each other to surpass these boundaries - we create seeds of learning that become the catalyst for the world's innovations, personal and global, large and small.
At Pearson, we believe in the power of difference. Harnessing the unique skills, perspectives, and backgrounds of every employee helps us foster innovation and create the most effective solutions for learners around the world. That's why we're committed to ensuring that diversity and inclusion are embedded into everything we do. We foster a work environment that's inclusive and diverse - and where our people can be themselves - so we can reflect the customers and learners we serve. You can learn more about our commitment to a diverse and inclusive culture here:
At Pearson, we are delighted to be awarded Gold against the Investors in People standard in the UK; we are confirmed by Stonewall in the Top 100 Employers LGBTQ UK employers; we are a Disability Confident committed employer, and committed to the Race Charter; we were recognised in the Best Employers for Diversity 2019 awards; we were featured on The Forbes List of Best D&I Employers; we are a Working Mums Top Employer and Age Positive employer. Pearson is a truly global family, and listed on both the London and New York Stock Exchanges. We are proud to offer an exceptional and supportive environment to develop your professional career!
Your Opportunity

Student Operations Manager, Online Learning. Based in Central London or Harlow office. We are currently working from home due to Covid-19. Our office re-opening date is TBC, expected in Q3/Q4 2021. Permanent & full-time working 37.5 hours per week. Reporting to Senior Student Operations Manager. This is an outstanding opportunity to be part of an innovative online learning service that Pearson has launched in the UK. Working in partnership with universities across the UK, the division provides online learning services including marketing, student recruitment, course content development, training, ongoing student support and retention. The team is currently going through a period of unprecedented growth due to a surge in demand for online learning and the recent launch of, a marketplace for a broad selection of high quality, career-focused online learning offerings.
The‌ ‌Student‌ ‌Operations‌ ‌Manager‌ ‌(SOM) serves‌ ‌as‌ ‌the‌ ‌main‌ ‌point‌ ‌of‌ ‌contact‌ ‌to‌ ‌Pearson's‌ ‌University‌ ‌Partners,‌ ‌serving‌ ‌as‌ ‌a‌ ‌consultant‌ ‌for ‌a‌ ‌portfolio‌ ‌of‌ ‌online‌ ‌degree‌ ‌programmes.‌ ‌You will use‌ ‌your ‌operations expertise, along ‌with‌ ‌qualitative‌ ‌and‌ ‌quantitative‌ ‌data‌ analysis, ‌to‌ ‌drive‌ ‌the‌ ‌necessary‌ ‌changes‌ ‌at‌ ‌an‌ ‌institution‌ ‌to‌ ‌positively‌ ‌impact‌ ‌student‌ ‌experience and retention‌. You'll report to the Senior SOM within the Operations and Systems team and take responsibility for all non-student facing elements that go into providing‌ ‌student‌ ‌services‌ ‌for‌ ‌online‌ ‌learning programmes. This ‌includes‌ ‌but‌ ‌is not‌ ‌limited‌ ‌to; regulations, policy, process,‌ ‌data‌ ‌transfer,‌ ‌student reporting,‌ ‌‌forecasting,‌ ‌cross-functional‌ ‌communication,‌ ‌programme‌ ‌material‌ ‌creation,‌ and ‌liaison‌ ‌with‌ ‌academics‌.‌ ‌ This‌ ‌role‌ ‌will‌ ‌also‌ ‌line manage ‌a Student Operations Coordinator (sometimes shared with other partnerships).
Your Key Responsibilities
Work‌ ‌with‌ ‌Student‌ ‌Success‌ team‌ ‌to‌ ‌meet‌ ‌or‌ ‌exceed‌ ‌student‌ ‌retention‌ ‌programme‌ ‌metrics‌ for continuing students ‌each‌ ‌intake for the specific partnership/s to which you are assigned. Continually‌ ‌analyse‌ ‌programme‌ ‌data‌ ‌to‌ ‌understand‌ ‌what‌ ‌is‌ ‌positively‌ ‌or‌ ‌negatively‌ ‌impacting‌ student‌ ‌retention.‌ Work‌ ‌with‌ ‌Head‌ ‌of Operations, Head of Student Success and ‌Head‌ ‌of‌ ‌Partnership‌ & Commercial ‌Analyst‌ ‌to‌ ‌use‌ ‌data‌ ‌to‌ ‌drive‌ ‌positive‌ ‌change‌ ‌at‌ ‌the‌ ‌University‌ ‌Partner. Work‌ ‌with‌ ‌University‌ ‌Partners‌ ‌and‌ ‌Head‌ ‌of‌ ‌Partnership‌ ‌to‌ ‌understand‌ ‌‌and‌ ‌influence‌ ‌university‌ regulations‌ ‌and‌ ‌policies‌ ‌and‌ ‌feed‌ ‌these‌ ‌back‌ ‌to‌ ‌the‌ ‌Student‌ ‌Success team. Work with Project Managers assigned to your specific partnership on projects defined and prioritised each quarter. Prepare‌ ‌and‌ ‌present‌ ‌material‌ ‌at‌ ‌internal‌ ‌and‌ ‌external‌ ‌meetings,‌ ‌both‌ ‌in‌ ‌person‌ ‌and‌ ‌virtually.‌ Be responsible for Intake/Term debrief reporting internally externally - from diagnosis of problem to actions for change. Be ultimately responsible for partnership shared Communcation's and Issues Tracker with the partnership. Ensure‌ ‌the‌ ‌University‌ ‌Partner‌ ‌sees‌ ‌the‌ ‌value‌ ‌of‌ ‌Student‌ ‌Success‌ ‌services‌ ‌and‌ ‌the‌ ‌complexity‌ ‌of‌ ‌the‌ ‌support‌ ‌that‌ ‌is‌ ‌required‌ ‌to‌ ‌maintain‌ ‌an‌ ‌online‌ ‌programme.‌ Complete‌ ‌all‌ ‌non-student‌ ‌facing‌ ‌programme‌ ‌responsibilities‌ ‌in‌ ‌a‌ ‌timely‌ ‌fashion‌ ‌to‌ ‌ensure‌ ‌Advisor‌ services‌ ‌can‌ ‌effectively‌ ‌support‌ ‌students.‌ Prepare‌ ‌for‌ ‌and‌ ‌attend‌ ‌on‌ ‌site‌ ‌strategy‌ ‌meetings‌ ‌with‌ ‌the‌ ‌University‌ ‌Partner.‌ Reconcile‌ ‌student‌ ‌enrolment‌ ‌numbers‌ ‌in‌ ‌a‌ ‌timely‌ ‌fashion‌ ‌including module enrolments and census reporting. Confer‌ ‌with‌ ‌faculty,‌ ‌program‌ ‌directors‌ ‌and‌ ‌administrators‌ ‌to‌ ‌help‌ ‌resolve‌ ‌students'‌ ‌academic‌ ‌and‌ ‌administrative‌ ‌problems. Launch‌ ‌new‌ ‌programmes‌ annually for your partnership working with Project Manager. Follow‌ ‌all‌ ‌process‌ ‌and‌ ‌timeline‌ ‌expectations‌ ‌for‌ ‌data‌ ‌entry‌ ‌and‌ ‌data‌ ‌management‌ ‌in‌ ‌the‌ ‌student‌ ‌database.‌ Work‌ ‌with‌ ‌Student‌ ‌Success‌ ‌Advisors‌ ‌to‌ ‌ensure‌ ‌accurate‌ ‌biweekly‌ ‌forecasting‌ ‌is‌ ‌maintained.‌ Work‌ ‌with‌ ‌University‌ ‌Partners,‌ ‌Head‌ ‌of‌ ‌Partnership,‌ ‌Student‌ ‌Success‌ ‌Advisors‌ ‌and‌ ‌Pearson‌ ‌Product&zw

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