Latest Jobs at 2U

What We’re Looking For:

Learning Designers are responsible for the curriculum design of online short courses as well as creating, collating, and revising course material in collaboration with faculty, subject matter experts and internal stakeholders, ensuring course design and course materials align with sound pedagogy and learning design principles. The number one responsibility of the Learning Designer is execution of course development and evaluations, with direction from the Lead Learning Designer, measured against internal project plans and individual quality metrics. Specialist Learning Designers, such as Financial Learning Designers, are dedicated to subject-specific courses.

Responsibilities Include, But Are Not Limited To:

• Work with Lead Learning Designers to design the curriculum for online courses, including formulating learning outcomes and recommending appropriate mediums for content delivery and assessment.

• Conceptualise, research and create course content and activities that align with 2U’s learning design methodology and quality standards, and faculty’s direction, in collaboration with internal and external stakeholders.

• Evaluate and revise the content and design of existing courses to ensure that they remain up to date and aligned with pedagogical good practice and 2U and the university’s quality standards, to improve customer and teaching team experience as well as alignment between the marketing and delivery of courses.

• Assist in addressing design and content-related queries that arise during the marketing and presentation of courses.

• Collaborate with team members to refine processes and contribute to team and individual development, support the research and testing of new approaches to content development, and contribute to general innovation within the department.

Things That Should Be In Your Background:

• University degree in Accounting, Business Administration, Business Management, Economics, Finance or similar. Any education experience or qualification (such as a teaching certificate) would be beneficial.

• Minimum 1 years’ work experience.

• Exposure to or a demonstrated interest in education. Teaching experience, curriculum design or content development experience preferred.

• Experience in copywriting and proofreading.

• Excellent verbal and written communication skills.

• A high level of confidence and professionalism and strong interpersonal skills.

• Good work ethic and time management skills.

• Competency in information retrieval, analysis and collation (essential research skills) as well as a high level of digital literacy.

• Attention to detail.

• Good lateral thinking skills and problem-solving abilities.

• Ability to work under pressure and handle ambiguity.

Other Attributes That Will Help You In This Role:

• International travel may be required.

• 2U is a fast-paced, high-pressured environment and you will be expected to keep up (while getting the necessary level of support). You are expected to be proactive, self directing and to speak up when you need additional support.

• Teamwork is critical to achieving success in this role. You will need to establish strong relationships with peers and leaders in production teams.

• We don’t micromanage. So, you have to diagnose problems and brainstorm solutions without any prompts and manage up appropriately.

• Things change all the time. 2U is a very dynamic environment which means that you will need the ability to adapt to change quickly.

• Feedback forms part of the daily rhythms in Learning Design and you will need to be receptive to providing and receiving continuous feedback.

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What We’re Looking For:

The CRM Operations Analyst is responsible for the workflows of the customer facing teams with the primary goal of delighting our customers throughout their purchasing and post-purchase journey. 

This role involves optimising and troubleshooting the technologies that are involved in responding to customer requests and ensuring that the teams who answer customers are working as efficiently as possible by identifying and implementing automation opportunities. These technologies include CRM, Contact Centre, Live Chat, Call Scheduling, the Online Learning Campus and any new tools that are added to our suite of customer communication channels. 

The CRM Operations Analyst will need to establish and maintain strong relationships with stakeholders across multiple departments, as well as external vendors in order to be successful in the role. They will work closely with the customer facing advisors and leadership to better understand where processes are causing poor customer experiences or inefficiencies. They will also work closely with the technology teams to brief in, prioritise and test requirements that require development. 

A smaller component of this role includes selecting and onboarding new technology vendors from time to time when the business decides to implement new customer communication channels based on market research.

Responsibilities Include, But Are Not Limited To:

• Accountable for improving all aspects of customer interactions through current channels and implementing new interaction capabilities via emerging channels of communication. This includes briefing in clear technical requirements to the Customer Operations team in Systems and Tech and testing of the solution.

• Ongoing maintenance and management of Salesforce (CRM) and integrated tools, which include our Live Chat tool, Scheduling Tool and Contact Centre / telephony system. This involves keeping the documented related policies and operational procedures for each communication channel up to date, as well as being responsible for updates to settings and resolution of maintenance issues that arise.

• Manage SLA variance and standard deviation thresholds for customer requests on the associated communication channels and work in collaboration with the student engagement leadership to maintain these. This includes monitoring the most extreme exceptions such as lead loss and performing root cause analysis on these items. It also includes weekly monitoring of customer communication SLAs such as the answer rate for inbound calls, our honour rate for customers who request a call.

• Responsible for leading the identification, selection, implementation and expansion of enterprise customer engagement technologies that integrate with the CRM to help deliver high quality customer service and grow revenue through increased sales and repeat sales.

Things That Should Be In Your Background:

• Minimum 3 years of experience in internet, technology, retail or online education.

• BA/BS in Business, Operations, Computer Science or equivalent.

• Strong analytical skills, excellent attention to detail and good business judgement.

• Strong oral and written English language communication skills.

• Experience working with CRMs (Salesforce advantageous).

• Proven ability to work in a fast-paced environment and dealing with ambiguity.

Other Attributes That Will Help You In This Role:

• Good problem solving skills.

• Analytical, strategic and logical thinker.

• Time management, discipline, accountability, self-motivation and eagerness to learn.

• Ability to communicate technical concepts to non-technical audience.

• Ability to understand business requirements and translate to technical solutions.

• Ability to work well under pressure.

• Ability to collaborate effectively and work as part of a team as well as on your own.

• Attention to Detail.

• This person should be an analytically driven team player, with excellent attention to detail and a keen business sense who wants to explore customer experience improvement opportunities on behalf of the Student Engagement division.