Global Head of Student Experience and Career Services

Overview:
The Global Head of Student Experience and Career Services will lead a multi-functional team, ensuring an exceptional and seamless experience for students from enrollment through career placement. This individual will drive strategic initiatives across student engagement, program quality, and career services, fostering an inclusive and supportive environment for learners. The role requires collaboration with internal stakeholders across the organization, including Delivery, Admissions, Academy, Alumni, Employer Partnerships and Regulatory, to optimize the student lifecycle. The Global Head will also oversee career readiness programs, ensuring that General Assembly bootcamp graduates are equipped to transition into the workforce successfully.

Key Responsibilities:

Strategic Leadership

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  • Develop and implement global strategies that optimize the student experience and career services functions, balancing cost efficiency with quality and student success.
  • Align student experience and career services strategies across engagement managers, academy staff, instructional teams, career services professionals, and customer experience teams.
    
    Performance Metrics
  
  
  
  

• Oversee key performance indicators (KPIs) such as Net Promoter Score (NPS), withdrawal rates, student satisfaction, job placement rates, and career outcomes.
• Ensure adherence to mid-course and end-course NPS targets and manage withdrawal goals based on population metrics.
  
  Student Experience Management

• Lead the development and refinement of student experience touchpoints, including onboarding, in-class experiences, interventions for "at-risk" learners, and off-boarding processes.
• Partner with the Academy and instructional teams to establish and maintain quality standards for learner experiences across all channels.
• Resolve critical student escalations and ensure the effective management of safety concerns, dismissals, and conduct violations.
  
  Career Services Oversight

• Design and execute global career readiness programming, including resume writing, job search strategies, interview preparation, and salary negotiation.
• Facilitate networking opportunities, employer panels, career fairs, and professional development events to enhance student career success.
• Collaborate with the alumni engagement team to provide ongoing career support to graduates.
  
  Global Coordination and Matrix Management

• Act as the matrix manager for global student experience and career services initiatives, ensuring consistent application of standards and alignment across regions and functions.
• Coordinate the integration of students into the Career Resource Network (CRN), ensuring full utilization of tools such as coaching, resume reviews, and asynchronous learning modules.
  
  Technology Integration

• Leverage technology to streamline student engagement and career services, implementing tools that enhance the student experience while optimizing cost efficiency.
• Introduce data-driven early warning systems to identify struggling students and implement interventions to support their success.
  
  Continuous Improvement and Innovation

• Assess and refine programs through data analysis, driving improvements in retention, completion rates, and job placement outcomes.
• Stay informed on industry trends and best practices in both education and career development, integrating these insights into program enhancements.
  
  Team Leadership and Development

• Lead, mentor, and develop a team of student experience and career services professionals, ensuring they are equipped to manage learner issues and deliver high-quality support.
• Foster a culture of collaboration, inclusion, and continuous learning across the team.
  
  Collaboration and Stakeholder Management

• Work closely with internal and external stakeholders, including learning design, faculty, alumni relations, and employer partnerships, to ensure holistic student support and career development.
• Establish strong partnerships with external organizations, including employers and industry professionals, to enhance career opportunities for students and graduates.
  
  Compliance and Ethics

• Ensure that all student experience and career services programs comply with relevant laws, regulations, and ethical standards, including privacy regulations and industry codes of conduct.

Key Metrics / Accountabilities:

• Achievement of NPS, student retention, and withdrawal rate targets.
• Job placement rates and graduate career success metrics.
• Resolution of complex student escalations in a timely manner.
• Implementation of cost-efficient, quality-enhancing initiatives.
• Continuous improvement of student experience and career services programs.

Qualifications:

• Proven experience in student experience, education management, and/or career services leadership.
• Strong background in strategic planning, team leadership, and cross-functional collaboration.
• Expertise in data analysis, technology integration, and process improvement.
• Excellent interpersonal and communication skills, with the ability to manage complex stakeholder relationships.
• Commitment to inclusivity, diversity, and student success in a global environment.

The anticipated compensation range for this role in the US market is $120,000 and $150,000. Compensation will be determined based on experience, education, geographic location, and other factors.