Director of Student Success

Customer Feedback Review:

• Data Analysis and Segmentation: Regularly collect and categorize feedback from various channels (emails & surveys) to identify common themes and sentiments.
• Collaboration and Action: Collaborate with relevant teams (Content, Product, Dev) to turn feedback into actionable improvements, demonstrating the company’s responsiveness to student concerns.
• User-Centric Feedback Loop: Integrate student feedback into discussions and decisions related to content creation and platform enhancements.

Metric Analysis:

• Data Review and Benchmarking: Regularly review user satisfaction, retention, and engagement metrics while comparing against benchmarks(?)
• Trend Identification: Analyze metric trends to identify both positive performance and areas for improvement.

MONTHLY TASKS

Support Team Collaboration:

• Empowerment and Training: Provide continuous training and empowerment to support representatives to handle escalated issues effectively.
• Open Communication: Maintain open lines of communication with support team and SSC Director.s to quickly address challenges and provide guidance.
• Strategic Alignment: Actively participate in cross-functional meetings to ensure alignment with company goals and prioritize student-centric initiatives - Student Success Team.

Coaching, Training & Brainstorming:

Methodology: Conduct coaching sessions with team members, providing personalized feedback, sharing best practices, and addressing skill gaps - on both community & communication departments.

Objective: Enhance team members’ support skills, performance, and confidence through continuous learning and improvement.

Performance Assessment:

• Data-Driven Evaluation: Regularly review customer satisfaction scores, NPS, and other relevant KPIs to identify trends and areas for improvement.
• Actionable Insights: Use data analysis to pinpoint specific areas that require attention and improvements in the student experience.

Strategic Planning:

• Leadership Collaboration: Collaborate with leadership to align on customer-centric objectives and develop improvement plans.
• Cross-Team Implementation: Implement improvement plans through effective coordination with CS/SSC teams, ensuring alignment with company goals.

Content Strategy Enhancement:

• Data-Driven Decision Making: Analyze user engagement data to identify popular content topics and align content offerings accordingly.
• Collaboration with Content and Product Teams: Work closely with these teams to ensure content aligns with user feedback and preferences.

Support Strategy Development:

• Data Analysis: Review support ticket data to identify recurring issues, then develop strategies to enhance support processes.
• Collaboration with Support Teams: Work closely with support managers to gather insights and ideas for improving resolution processes.