Current Vacancies at 2U

What We’re Looking For:

As a Software Engineering Manager for our Enterprise business, you'll lead our engineering team in designing and implementing products for our business-to-business customers, primarily focusing on integrating GetSmarter into the 2U product ecosystem. You'll help shape our cross-product platform strategy, enhancing the integrated learning environment for Enterprise learners and administrators.

Responsibilities Include, But Are Not Limited To:

• Effectively manage and lead a team of software engineers, ensuring alignment with project goals and company culture.
• Lead the design, implementation, and maintenance of scalable enterprise architecture solutions.
• Collaborate with business stakeholders to align project requirements with strategic Enterprise-wide objectives.
• Proactively identify and implement process improvements to enhance team efficiency.
• Provide constructive technical feedback and mentor team members in tackling complex challenges.
• Foster the professional growth and skills development of team members.
• Conduct technical interviews to identify and onboard top talent, expanding the team's capabilities.
• Drive exceptional team performance and maintain high morale, cultivating a motivating work environment.

Things That Should Be In Your Background:

• 2+ years of experience in managerial roles, overseeing and providing guidance to team members.
• ± 5 - 7 years web development experience.
• Demonstrated expertise in leading the design, implementation, and maintenance of scalable enterprise architecture solutions
• Strong proficiency in Python or Ruby programming.

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What We’re Looking For:

As a result of increased complexity and the need for deeper cross portfolio architectural coordination, you will be responsible for day to day technical oversight and guide engineers within the portfolio to ensure that the systems within the portfolio evolve in alignment with the short course business priorities and the strategic architectural direction you set in liaison with the 2U Software Architect.

Responsibilities Include, But Are Not Limited To:

• Enables the design and development of new systems and solutions while ensuring that they conform to current system architecture and or align to strategic system architectural direction.
• Conducts architectural analysis, evaluation, and design of systems that support and seek to solve complex business and technical problems.
• Collaborates with the director of engineering and business teams to ensure architectural solutions can be translated into effective and implementable solutions that fit the strategic portfolio architecture in terms of business, information and technical requirements.
• Identifies, evaluates and assesses risks in order to mitigate them and eliminate any factor that may interfere or hinder the delivery of the architectural solution and dependent functional requirements. 
• Specifies the solutions functional and technical requirements, and implementation phases required in order to deliver on and solve complex business problems.
• Communicates the architectural strategy to stakeholders introducing new concepts and technologies to support adoption.
• Defines architectural governance, standards, metrics for measuring, monitoring and improving portfolio architecture.
• Ensure that our Architecture Decision Register is up to date with our evolving systems and that decisions are made using the Architecture Tradeoff Analysis Method.
• Implement/maintain the use of fitness functions to ensure architectural success.
• Actively manage the Architecture Evolution Tracking framework.
• Foster an architectural focussed culture in the team via coaching sessions and policies.
• Be a subject matter expert on your business domain and influence business decisions.
• Take ownership of code contributions during sprints and report to the Director of Engineering where trade-offs were needed to be made.

Things That Should Be In Your Background:

• 7 to 10 years software development experience, of which 4+ years in a role where you were responsible for the architectural strategy, design and oversight of the successful implementation of complex systems.
• Experience in building scalable solutions with a solid understanding of the underlying cloud infrastructure (AWS ideal).
• Demonstrable experience in mentoring, coaching and aligning the team (BSAs, PMs & engineers) to ensure that solid architectural principles are embedded within the team.
• Sound business acumen and the ability to effectively deal with stakeholders in challenging situations.
• Ability to navigate through complexity and ambiguity while balancing business needs and team sentiment.

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What We’re Looking For:

We are hiring an a highly motivated Enrollment Advisor that will be responsible for recruiting students for various short courses and is accountable for reaching individual set monthly student targets. Recruiting students for our programs requires a consultative, customer-focused approach, an ability to meet challenges head-on, and a passion for changing lives through high quality education. This role is a constant balance of quality versus quantity. We will always achieve our objectives, but only with the highest quality students.

Responsibilities Include, But Are Not Limited To:

• Be responsible for meeting individual enrolment goals set out by Student Enrolment management
• Establish rapport and develop relationships with prospective students via various communication channels
• Utilize creative problem-solving skills to overcome any obstacles while guiding potential students through our course enrolment process 
• Utilizing all the tools provided by the company 
• Nurture prospects to follow up with their intent to enroll
• Represent the University Partner to the best of your ability, keeping in mind that you need to protect the integrity, brand and reputation of the institution through every engagement with prospective students

Things That Should Be In Your Background:

• Tertiary education required OR 2 years experience in Consultative  (Edtech industry is preferred)
• 2+ years of experience in a metrics-driven environment 
• Strong sales and customer service background
• A proven track record of achieving measurable results in a fast-paced, deadline-driven department
• Experience in higher education or teaching is preferred
• Verbal and written fluency of the English language
• Excellent computer skills (efficient use and knowledge of Google Suite. Exposure to Salesforce is advantageous)

Other Attributes That Will Help You In This Role:

• Exceptional communication and interpersonal skills with the ability to establish rapport    with the customer base. 
• Ability to focus on specific quantifiable goals and deliver goals on a consistent basis.
• Ability to prioritize and multitask responsibilities at all times.
• Ability to utilize creative problem-solving skills to overcome any obstacles while guiding potential students through our course enrollment process
• Strong closing and follow-up skills.
• Ability to work a flexible schedule to contact students internationally.
• Ability to work with a diverse team in a fast-paced environment.
• Enthusiasm and the ability to thrive in an atmosphere of constant change.
• Excellent telephone etiquette.
• Passion and a 'can-do' attitude.

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What We’re Looking For:

Our Success Advisors are passionate about helping our students succeed and are the front line custodians of tier-one university partner brands and 2U’s brand. Success Advisors are responsible for providing world-class, personalised course support solutions to students on a portfolio of online short courses, building a one-to-one meaningful relationship, with a primary focus on exceptional customer experience and retention. 

Our Student Success Advisors work Monday to Friday, occasional weekends, and rotationally on public holidays. Our working hours are mostly defined by where our university partners are located (ZA, UK, US) and cover a 24 hour period. Success Advisors allocated to a university partner determines their hours. Success Advisors not allocated to a university partner are shifted 24/7. Flexibility in work hours is required as shifts may start and end outside of normal business hours.

Responsibilities Include, But Are Not Limited To:

• Provide fast, effective support and personalised communication to student queries via various communication channels.
• Utilize an in-depth understanding of the technical functions of the Online Campus to guide a student in navigating the course and, where necessary, have basic knowledge on how to troubleshoot technical problems.
• Provide an assessment of critical situations and determine when escalation is required to internal teams via pre-defined channels and follow up to ensure resolution within Service Level Agreement.
• Ensure Fast, Friendly, Accurate, Professional, Comprehensive delivery of service for a world-class customer experience.

Course Delivery 

• Employ creative thinking and problem solving techniques to provide finance-related, student records and certification related support.
• Self-manage workload through the use of data and metrics to drive efficiency in order to meet defined KPIs and participate in regular qualitative coaching and development feedback.
• Remain up-to-date on departmental processes and resolution procedures through ongoing training and development.
• Empowered to be adaptable in every situation and to empower others

Retention Recovery

• Successfully retain students by understanding their needs and be knowledgeable on effective strategies to deploy in various scenarios.
• Make recommendations and decisions on when to apply; extension, suspension, deferral, and cancellation requests and the creation of remediation and support plans in collaboration with associated Tutor teams.

Things That Should Be In Your Background:

• Tertiary qualification preferred OR a minimum of 2 years experience in Customer service  (Edtech industry is preferred)
• 2+ years of experience in a metrics-driven environment
• A proven track record of achieving measurable results in a fast-paced, deadline-driven department
• Excellent command of the English language, verbal and written communication skills and demonstrated proficiency in telephonic engagement
• Demonstrated passion for customer service in the interests of the business and customer
• Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally;
• Ability to simply convey concepts, principles and procedures via multiple channels such as email, phone and chat;
• Understanding of technical and business process at a high level;
• Minimum technical proficiency in working on different systems (telephone, email, and remote login support). Exposure to Salesforce is advantageous (Training will be provided.)
• Questioning, taking ownership of and simplifying the tasks to achieve business outcomes.

Other Attributes That Will Help You In This Role:

• 2U is a fast-paced, high-pressured environment and you will be expected to self-direct to achieve the accountabilities associated with your role.
• Being truly customer-centric starts with the recognition that a business exists to serve its customers. Without them, our business doesn’t exist. This requires a unique mix of servant leadership and empathy as we work to understand customers who each have a unique background and context.
• Success Managers are the front-line custodians for the best universities in the world. Students have a higher expectation of service because of this important signifier. This offers greater exposure for Success Managers as you co-brand with a tier-one portfolio of courses, and it simultaneously requires a greater focus on quality.
• As 2U’s portfolio is internationally based, you may be required to work outside of normal South African working hours (8 AM - 5 PM SAST), a reliable form of transport is necessary.
• A focus on self-development is critical to achieving success in this role. You will need to be invested in growth and look to jointly share and contribute to a feedback rich culture.
• We don’t micromanage. So, you have to diagnose problems and brainstorm solutions independently.
• 2U is scaling up, which means that things change fairly regularly. You will need to thrive in an evolving environment and grapple with new changes as we continuously look to optimise our business model and product.