Director, Support Escalations

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

The Director of Operations leads and optimizes the operational efficiency of the Application Services team. This role is crucial for ensuring the timely and accurate delivery of applications to university partners for review and decision into Degree programs. The Director has ownership and accountability to execute against accuracy, cycle time, and volume metrics to meet program, vertical, and department goals, and is ultimately responsible for driving continuous improvement and fostering a collaborative environment within the team. The Director is responsible for anticipating and understanding program cohort needs, risks, and opportunities of the Degree application funnel, with a focus on process development and implementation of strategic or system enhancements that best prepare the team for success in future cohorts. The Director proactively applies necessary technology, resource, and process planning to achieve necessary goals and drive outcomes for the business and university partners. The Director will collaborate with leadership on strategic planning and resource allocation, and support stakeholders via process optimization and program performance management to meet the evolving needs of the organization.

Responsibilities Include, But Are Not Limited To:

• Operational Management:
  • Leads managers to oversee the day-to-day operations of the Application Services team, holding them accountable to reaching high levels of adherence to service level agreements.
  • Coaches managers to design, implement, and refine operational processes and procedures to improve efficiency, reduce costs, and enhance the quality of Application Services.
  • Effectively manages budgetary allocations and staffing levels to optimize operational output.
  • Supports, refines, and monitors key performance indicators (KPIs) for Application Services, providing regular reports to leadership and stakeholders on operational performance, service levels, and areas for improvement.
• Stakeholder Relationship Management: 
  • Translates the Application Services team performance, risks, and opportunities clearly and credibly to key internal stakeholders.
  • Understands how both the Application Services team and stakeholders drive outcomes at the company level, and makes key decisions that will support 2U goals across the organization. 
  • Uses business knowledge and context to drive impactful messaging and change with stakeholders. Understands future trends within Application Services and proactively applies to business and resource planning.
  • Collaborates closely with business operations, technology, and product teams to support key stakeholders, understanding application funnel needs and ensures that Application Services effectively support business objectives.
• Strategic Leadership & Planning: 
  • Develops and executes strategic operational plans for the Application Services team, aligning with overall business objectives.
  • Identifies opportunities for process improvement, automation, and technological advancements to enhance service delivery.
• Risk Management: 
  • Identifies and mitigates operational risks related to Application Services, ensuring compliance with relevant policies, regulations, and security standards.
  • Manages incident resolution, problem management, and change management processes.

Things That Should Be In Your Background:

• Bachelor’s degree required.
• 7+ years of relevant work experience.
• 3-5 years of progressive leadership experience managing a team or client relationship.
• Proven leadership experience directly related to managing a team against KPIs or SLAs and/or management of an external vendor relationship.
• Strong relationship management, communication, analytical, and strategic thinking skills.
• Extraordinary organizational skills, attention to detail and excellent follow through is critical.
• Effective stakeholder relationship skills and experience working with upper-level management.
• Highly proactive, self-starter with ability to work in a fast-paced, rapidly changing environment.
• Superior written, oral, presentation and interpersonal communication skills.
• Proficient in Excel, Word and PowerPoint (preferred).
• Previous people management experience (required).
• Experience in Salesforce (or other CRMs), G Suite, Electronic Data Management systems and Tableau (preferred). 

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include: 

• 2 complimentary Getsmarter short courses per year
• Subsidised medical aid with Discovery Health Medical Scheme
• 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
• Employee Assistance Program (EAP)
• Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U LLC

For more than a decade, 2U, LLC. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U, LLC. Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.

Learn more at https://2u.com/careers/
#NoBackRow

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay. 

2U is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 2U requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.