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Cornell University eCornell Student Support Manager in Ithaca, New York

As Cornell University s online learning unit, eCornell delivers online professional certificate courses to individuals and organizations around the world. Courses are personally developed by Cornell faculty with expertise in a wide range of topics, including data analytics, management, marketing, human resources, leadership, and STEM. Students learn in an interactive, small cohort format to gain skills they can immediately apply in their organizations, while earning a professional certificate from Cornell University. eCornell has offered online learning courses and certificate programs for 15 years to over 130,000 students at more than 2,000 companies.
As our Student Support Manager you will innovate, lead, develop, and grow our industry-leading student support team. The Student Support Manager directly reports to the Sr. Director of Program Operations and oversees the day-to-day activities of our student support team. In this role, you will be a part of the Program Operations team which includes Course Operations, Student Success and Custom Programs and Services. You will collaborate with our enrollment counselors, technical team, internal departmental staff, and students ensuring that each has a positive experience and are successful in assisting students in meeting their professional development goals.
Student interactions occur via phone, chat, and support tickets and cover topics ranging from enrollment, billing, technical support, academic issues, student records, and program certificate requests. All interactions are handled with student goals in mind, with a focus on resolving student issues to put them on a pathway to be successful in their professional development. In this position you will be accountable for staffing, training, and reporting of the student support operation.
The Student Support Manager is an innovative and motivational leader, providing a clear line of sight to ensure staff understand their path to success, and mitigating any obstacles to that success.
Ensure that our team is adequately prepared to provide exceptional customer service and student support with a focus on student success.
Oversee an effective and ongoing training program emphasizing our vision for exemplary customer service.
Utilize data to forecast, plan, and adjust for seasonality and optimize staffing, to achieve and surpass key performance indicators and goals; provide 24/7 support.
Schedule and support our Teaching Assistance/Learning Team members in an eCornell nutritional studies program.
Learn new skills as needed to support and train staff on new programs, including technology and data science programs.
Bachelor s Degree and 3 - 5 years management of call center, customer service, or student support, or equivalent combination of education and experience.
Experience managing remote employees.
Expertise and demonstrated success in effective hiring, training, coaching and team building.
Excellent verbal and interpersonal communication skills; high level of cultural competency and effectively engages with diverse audiences.
Adept at data analysis and synthesis; demonstrated experience in translating data analytics into relevant business solutions.
Technology savvy: Experience with various CRM, LMS and SIS software; ability to use Salesforce (CRM), Canvas (LMS), and Destiny (SIS).
Effectively working directly with students and staff via phone, chat, and email to remedy a variety of situations, and enjoy this type of work.
Ability to work calmly with students, de-escalate frustrations, and mitigate challenging situations.
Ability to quickly learn and provide training to team on new instructional technology tools and applications.
Excellent time management, prioritization, and delegation skills.
Demonstrated ability to adapt to challenges, maintain a flexible approach and grow within a role.
There are a few other qualifications that we would view as incredibly helpful in this role:
Prior online education and/or higher-ed experience.
Ability to work in Ithaca, NY office strongly preferred.
STEM experience strongly preferred.
We hope you appreciate great benefits. Cornell receives national recognition as an award-winning workplace for our health, wellbeing, sustainability, and diversity initiatives.
* Our benefits program includes comprehensive health care options, access to wellness programs, employee discounts with local and national retail brands, and generous retirement contributions.
* Our leave provisions include three weeks of vacation and 12 holidays: e.g., an end-of-year winter break, from December 25 through January 1.
* Cornell's impressive educational benefits include tuition-free Part-time Study and Employee Degree Program, Tuition Aid for external education, and Cornell Children's Tuition Assistance program.
We invite you to follow this link to get more information:
Tompkins County is one of Upstate New York s most naturally beautiful, economically prosperous, and intellectually engaging places. For more information about living and working in Ithaca and Tompkins County, please visit:
No Visa sponsorship is available for this position.
CONTACT NAME:Radhika Khatkhate
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Employer's Job# WDR-00022355
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