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Student Experience Associate

General Assembly logo

Job details

location-pin San Francisco, California, United States
location-tag 1723505

Since 2011, General Assembly has transformed tens of thousands of careers through pioneering, experiential education in today’s most in-demand skills. As featured in The Economist, Wired, and The New York Times, GA offers training in web development, data, design, business, and more, both online and at campuses around the world. Our global professional community boasts 40,000 full- and part-time alumni — and counting. In addition to fostering career growth for individuals, GA helps employers cultivate top tech talent and spur innovation by transforming their teams through strategic learning. More than 21,000 employees at elite companies worldwide have honed their digital fluency with our corporate training programs. GA has also been recognized as one of Deloitte’s Technology Fast 500, and Fast Company has dubbed us leaders in World-Changing Ideas as well as the #1 Most Innovative Company in Education.

The Student Experience Associate ensures a streamlined, welcoming, and inclusive environment for students to pursue their education and goals, through managing the daily operations of our courses and student systems. This role impacts the student experience from onboarding through graduation and is responsible for seeking process efficiencies at every touch point.

Our community is at the heart of what we do at GA and we need someone empathetic, proactive, and organized to lead this function. We are looking for someone with a strong customer service background and a readiness to handle lots of moving pieces.

Responsibilities:

  • Own student onboarding, ensuring students receive timely and complete information to set them up for success in the course
  • Serve as the first point of contact for student questions not related to course content and respond to all inquiries within one business day
  • Manage customer service issues; responsible for defusing challenging situations in a positive, empathetic and professional manner
  • Evaluate student survey data to drive insights and continually improve metrics around student support and satisfaction
  • Drive student community engagement strategy and execution, including facilitating student community events
  • Partner with instructional teams to track student progress in compliance with GA best practices and regulatory requirements
  • Develop a baseline understanding of all GA course offerings

Qualifications:

  • At least 1-2 years of work experience
  • Ability to build partnerships and work collaboratively cross-functionally
  • Demonstrated commitment to quality customer service
  • Demonstrated ability to define, prioritize, and solve key operational challenges and processes in a timely manner
  • Highly organized
  • Excellent written and verbal communication skills
  • Tech and system savvy; familiar with Google Suite

Competencies:

  • Customer focus
  • Drive for results
  • Planning
  • Problem solving
  • Organizing
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