Program Advising Manager

Vandey provides outsourced instructional services to institutions of higher education and is seeking a candidate to work for Vandey to serve in a full-time role as a Program Advising Manager with the University of the People. INTRODUCTION: University of the People ( UoPeople ) is the first non-profit, tuition-free, American, accredited, 100% online university. Today, UoPeople has over 152,000 students enrolled from more than 200 countries and territories, including 18,800 students who are refugees. Currently accredited by the DEAC, UoPeople is also a candidate for WSCUC accreditation. We believe that higher education is a basic human right and that it can transform not only the lives of students, but also their families' lives, their communities, their nations, and, by extension, the world. See President Reshef’s TED talk when he announced the founding of the University.[ TED talk ] UoPeople is an innovative university, and we welcome team members who bring creativity and innovation to their roles. We’re a fast-paced organization with remote teams all around the globe. If you’re a self-starter who wants to succeed alongside a passionate team, we’d love to hear from you! UoPeople is supported by the generosity of individuals and foundations, including the Gates, Hewlett, Ford Foundations, Fondation Hoffmann, and others. The University has been covered by the New York Times, BBC, NPR, Times Higher Education, US News and World Report, and more. President Reshef’s TED Talk and Nas Daily interview about the University have 30 million views combined. REPORTS TO: Sr. Manager for Program Advising OVERVIEW: University of the People is seeking to hire a Manager for Program Advising department. The incumbent will be leading a large team of Program Advising and be responsible for evaluating, coordinating, and delivering high quality service for our students. As a manager, you will play a critical role in ensuring the Program Advising department meets its goals and KPIs and works cross-functionally with other teams to improve and enhance our process. ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

• Responsible for the overall functioning of the Program Advising team.
• Own and oversee end-to-end performance including service quality, goals achievement and process improvement.
• Thoroughly understand the university processes and be up to date with all the changes and modifications.
• Continually improve students’ experience throughout all channels of communication
• Handle student complaints and ensure high student satisfaction.
• Identify creative solutions to challenges as they arise
• Ensure that staff are aligned with university policies and code of behavior.
• Create a culture of high-performance and continuous learning and improvement within the department.
• Performs other related duties as assigned.

• Proven experience with service/ contact center metrics and reporting.
• Ability to derive actionable insights from data.
• Experience in team development
• Tech-savvy – comfortable working in an online environment
• Self-discipline – ability to work remotely as part of an international team
• Exceptional listening and analytical skills.
• Ability to effectively manage conflict
• Multitasking skills and detail-oriented focus required for a fast-paced environment.
• Have excellent verbal, written and interpersonal skills.
• Should have managed a large team.

• Minimum education required: Bachelor’s degree
• Fluent English level
• Minimum 3 years’ experience as a manager.
• Working knowledge of industry trends and metrics
• Experience in a Global online Edtech startup is a big advantage
• Experience with contact center management.