Guild Education is hiring an

Associate Manager, Student Operations, Support (Remote)

San Francisco, United States

For other positions, some roles may be based outside of our Denver office (as stated in the Job Title). Roles based outside of our Denver office can sit in any of the following 26 states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, NY, OR, PA, SC, TN, TX, UT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.

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At Guild, we uphold our Core Values in everything we do.  Our team emphasizes our Core Values in the following ways:
  • Nurture A Learner’s Mindset - using a combination of feedback and reflection to gain productive insight into personal strengths and development areas
  • Build Shared Success - building partnerships and working collaboratively with others to meet shared objectives
  • Be an Owner - holding self and others accountable to meet commitments
  • Create Belonging - recognizing the value that different perspectives and cultures bring to our company

 

Guild is hiring for an Associate Manager on our Student Operations Support team. 

More about the role:

The Associate Manager will lead and support the daily operations of a team of Student Operations Specialists, who are responsible for helping students to maintain momentum and overcome barriers in the enrollment process of their chosen academic provider. 

In particular, we are looking for a leader who can work up, down, and across an organization, ask the hard questions, and who is excited to help drive growth and successful student outcomes at Guild. As an Associate Manager of Student Operations, you are responsible for contributing to the leadership, management, and operational oversight of Guild’s rapidly growing Student Operations team. 

As an Associate Manager, Student Operations you will:

  • Supervise a team of 8-12 Student Operations Specialists who work on a high volume of inbound tickets, chats, and incoming phone calls to support students by conducting weekly 1:1 meetings, leading team meetings, performing call reviews and managing any logistical requests
  • Drive team performance through holding team members’ accountable to company and team objectives using a data driven approach
  • Manage consistent change by supporting team members and explaining the “why” behind the frequent and quick changes that result from Guild’s vast growth 
  • Support the launch of new academic and employer partners to meet our students’ and clients’ need; including supporting Service Level Agreements (SLAs) and nuanced policies
  • Join a team committed to building a diverse, equitable, and inclusive environment that you’d support every day

You are a strong fit for this role if you have:

  • Experience managing teams with defined OKRs, KPIs, or metrics 
  • Experience with change management and/or rolling out new processes/procedures to drive efficiency
  • Experience using analytical approaches to develop, measure, and evolve processes
  • Ability to develop strong relationships and communicate effectively while under pressure - balancing confidence, humility, and diplomacy internally and externally
  • Experience building diverse, equitable, and inclusive teams

Preferred Competencies

  • Experience in a startup or similar environment where there is frequent change and a need to demonstrate and act with a sense of urgency
  • Ability to successfully manage multiple complex, cross-functional projects at the same time
  • Familiarity with tools like: Salesforce, Looker, Asana, and Zendesk (Support only)
  • 1+ years of experience managing an operations team, with specific experience with various ticketing tools

We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary range of $60,000-$75,000, as well as company stock options. 

#LI-CB-1

Guild is increasing economic mobility for working adults by partnering with the largest employers in the country to offer education as a benefit to their employees via our marketplace of nonprofit universities and education institutions. Guild’s proprietary technology platform facilitates the administration of this innovative benefit and our team of coaches helps each employee navigate the path back to school, providing individualized support from day one through program completion. 

Guild is a female-led, Certified B Corporation - and with a valuation of $3.8 billion is one of the highest-valued, privately held education companies in the world, and the only one led by a woman. Guild's investors include Ken Chenault, General Catalyst Partners, chairman and former CEO of American Express, Emerson, and Iconiq.

Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let your recruiter know. We currently offer the following benefits: 

  • Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
  • Access to a 401k to help save for the future
  • 15 days of PTO/vacation in the first year.  After your first year (or for Guilders in Director+ positions), you transition into an open vacation policy.
  • 8 days of fully-paid sick leave, to take the time to heal and or recover 
  • Family-friendly benefits, including 14 weeks of parental leave, employer-paid short-term and long-term disability, employer-sponsored life insurance, and fertility care benefits.
  • Well-rounded wellness benefits including access to free and low cost mental health resources and support services
  • Education benefits and tuition assistance to help your future development and growth

 

Guild requires COVID-19 vaccines for all employees and guests attending Guild events or entering Guild offices. As of February 1, 2022, we will be expanding our in-person vaccination requirement to include booster shots.  We will be using both Clear’s Digital Vaccine Card and state-sponsored vaccine passports to verify proof of vaccine. Accommodations or exceptions can be requested for medical or religious reasons. 

 

PRIVACY NOTICE

I understand that I am applying for employment with Guild Education and am being asked to provide information in connection with my application.  I further understand that Guild gathers this information through a third-party service provider and that Guild may also use other service providers to assist in the application process.  Guild may share my information with such third-party service providers in connection with my application and for the start of employment.  Guild will treat my information in accordance with Guild’s Privacy Policy.

I have reviewed and agree to Guild’s Privacy Policy as well as the privacy policies of the third-party service providers used by Guild associated with the application process.

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