General Assembly is hiring a

Student Experience Producer

Washington, United States

Voted #1 Most Innovative Company in Education and #28 Most Innovative Company by Fast Company in 2015, General Assembly is a venture-backed, post-Series D startup based in New York City. We transform thinkers into creators through education and opportunities in technology, business, and design. For individuals, we offer classes, workshops, long-form courses, and events at international campuses and online; for Fortune 500 companies, we offer training programs and partnerships that spur innovation through increased digital fluency and more effective methods of collaboration.

Student Experience Producer

Streamline course operations by finding and implementing process efficiencies at GA. You’ll be responsible for implementing tools, systems, and processes that foster a best-in-class experience for all incoming and current part-time and immersive students. The Student Experience Producer is handles student inquiries, onboarding new students, the creation of systems (course tracker) for student performance management, and managing/storing documents necessary for compliance.


Responsibilities:

  • Create a scalable process for just-in-time enrollments
  • Implement an effective pre-course engagement strategy (phone calls, e-mail outreach, regularly scheduled orientation events)
  • Consistent tracking of all student payments, following up with students with outstanding balances in-program, and passing off graduates with outstanding balances to the Finance team
  • Ensuring all incoming students receive onboarding tasks, student survey, start of class questionnaire, and have access to all platforms required for their course
  • Creation of cohort summary for instructors prior to class start date (incomplete pre-work, foreseeable absences, student profile data within course tracker)
  • Creation (and sharing) of all course trackers with Instructional team with appropriate lead time (at least 1 week before class start date, adding new enrollments as necessary)
  • Create and manage FAQ for student questions / set up email alias and put into place new strategies for tackling incoming inquiries
  • Manage Student Services email account and respond to all inquiries within 24 hours.
  • Offboard all students who complete their courses
  • Stay up to date on Product updates, new Product launches, and materials so that students have most up to date resources for their programs

Qualifications:

  • 1-3+ years of work experience, preferably in a customer facing, fast paced role
  • Previous experience making decisions based on analyzing quantitative and qualitative data
  • An ability to multi-task, prioritize, problem-solve, and execute in a timely fashion
  • Excellent organizational skills; excellent verbal and written communication skills
  • Ability to multi-task, prioritize, problem-solve, and execute in a timely fashion
  • Comfortable with ambiguity and last-minute changes; calm under pressure
  • Previous experience with customer service
  • Some prior experience with startups or tech companies is preferred 

You are an Entrepreneur at Heart: You prefer the opportunity that comes from being part of a small team to the predictability that comes with larger organizations. You are not afraid of getting your hands dirty, diving into the weeds to understand your business to its core—yet you maintain the vision that keeps your team inspired.

You are Collaborative but Self-Directed: You enjoy brainstorming with others, but are independent and resourceful, requiring minimal guidance. You are not possessive of ideas or thin-skinned when it comes to critique. At the same time, you know how to deliver constructive feedback to others, and possess a strong point of view.

You are Unafraid of Failure: You believe that prototyping is the quickest way to kick the tires on an idea, and enjoy engaging in discussions around your work with members of the education team, colleagues from other verticals, and users. You have been criticized for moving too quickly.

You are Highly Organized: When it comes to workflow, you take pride in your organizational skills. You feel comfortable working with cross-functional partner staff as well as internal personnel—including education experts, technologists, and designers. That is, you see your role as not only implementing quality programming , but also coordinating all necessary parties externally and internally to get the job done.

You have Emotional Intelligence: In this high-touch customer facing role, you are constantly dealing with complex and delicate personal stories. As a self-aware individual you know when to listen and when to provide advice. You are able to empathize with anyone and can handle other people’s stress. You generally are optimistic about outcomes and enjoy making friends with new people. You can be reflective when something hasn’t gone as planned and adapt quickly to get back on course.