Faculty Relationship Manager

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 Faculty Relationship Management Team is responsible for the overall faculty teaching experience. We’re the central point of contact and the “glue” that connects faculty-facing teams, instructional staff, and school leadership. We advocate on behalf of faculty, school leadership, and internal stakeholders to drive both immediate solutions and a long-term holistic faculty experience. We understand the unique needs of each university partner, and empower faculty to leverage 2U resources with confidence. Ultimately, our work clears the way so faculty can focus on what really matters: delivering world-class student outcomes.

In this role you will be responsible for supporting the educator experience across your assigned portfolio of programs (3+ programs) by leveraging extensive professional knowledge, business expertise, and the ability to balance both ground-level and high-level stakeholder needs in conjunction with 2U/EdX’s mission. Your role will involve onboarding faculty, creating new best practices, communicating platform and learning updates, providing guidance and routing on learning and content requests, proactively managing risks across your assigned portfolio, and handling escalations with a solution-oriented approach. This role overall has a high level of complexity.

A successful candidate will value and enjoy the challenge of building relationships with multiple stakeholders in a complex organization, and thinking critically about finding opportunities to support faculty. They can successfully balance multiple competing priorities, and possess the agility and willingness to adapt to change, shift course, alter approaches and assume new responsibilities.

Responsibilities Include, But Are Not Limited To:

• Portfolio Relationship Management
  • Manage a portfolio of 3+ university programs, cultivating a seamless faculty experience that delights partners and improves the student learning experience.
  • Employ tailored outreach strategies to facilitate meaningful interactions with faculty of all levels and tenure. 
  • Respond quickly and appropriately to address faculty needs. De-escalate faculty who are frustrated, building trust and confidence in 2U’s services and tools.
  • Collaborate with cross-functional teams and 3rd party vendors to escalate as needed to promptly resolve faculty concerns.
• Faculty Readiness
  • Track and manage progress and key milestones to ensure faculty readiness prior to each term start, effectively prioritizing tasks and responsibilities based on importance and relative timing.
  • When risks to faculty readiness arise, identify root causes and investigate potential solutions. Escalate appropriately to resolve concerns.
• Problem Solving
  • Demonstrate expertise in 2U’s platforms, tools, and processes.
  • Track resolution of technical and content-related issues and liaise effectively with internal stakeholders to understand root causes and push for resolution.
• Internal Stakeholder Management
  • Actively participate in cross-functional meetings to represent the faculty experience and collaborate on strategic programmatic improvements.
  • Ensure partner and internal stakeholders are aligned and prepared to ensure faculty success. Drive solutions to identified risks.
  • Create program-specific action plans to address concerns and proactively mitigate future risks.

Things That Should Be In Your Background:

• Bachelor degree required; relevant Masters degree preferred. 
• At least 3+ years of experience in account management, higher education or education technology. 5+ years experience preferred. 
• Tech-savvy and comfortable with new technologies, particularly Zoom, Salesforce, and industry standard learning management systems. 
• Ability to quickly learn and acclimate to new technologies and systems.
• Strong organizational and communication skills (written and oral) and proven ability to communicate effectively with a wide range of stakeholders
• Problem solver capable of identifying root causes and recommending solutions with keen attention to detail. 
• Self-starter who can take ownership of initiatives to deliver high quality results. 
• Exceptional customer service orientation, ability to tailor approach for different audiences
• Agility and willingness to adapt to change, shift course, alter approaches and assume new responsibilities

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 

For more than a decade, 2U. 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. 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.