Coursera was launched in 2012 by two Stanford Computer Science professors, Andrew Ng and Daphne Koller, with a mission to provide universal access to world-class learning. It is now one of the largest online learning platforms in the world, with 87 million registered learners as of June 30, 2021. Coursera partners with over 200 leading university and industry partners to offer a broad catalog of content and credentials, including Guided Projects, courses, Specializations, certificates, and bachelor’s and master’s degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in many high-demand fields, including data science, technology, and business. Coursera became a B Corp in February 2021.

You will be part of a team responsible for reinventing the online degree experience and expanding access to learners worldwide. With a blend of top notch project management, technical problem-solving, and account management skills, you will act as the primary interface between Coursera, students, and university stakeholders invested in student success. 

The Platform Services team creates systems and solutions to help learners and administrators meet their goals on Coursera. The team deeply understands learner needs and partners closely with Product and Engineering teams to turn learner insights into product and platform improvements. As part of the Services organization, we work closely with our university partners, business leadership, Product, Support, and Engineering teams to create the best learning experience for students around the globe.

This position will predominately work in the EST time zone.

Responsibilities:

• Project manage and directly complete the operations and processes associated with degree programs, resolving issues as needed to ensure an exceptional, global and inclusive student experience
• Build strong relationships with university counterparts, to develop a shared student services model, student retention strategy, provide staff training, and roll out new programs and support strategies
• Be a platform expert in the degree learner experience and provide platform and technical support to our university partners to support live degree courses, working with Program Managers and Engineering
• Act as the voice of the learner in assigned programs, advocating for product enhancements and policies which reduce friction in the degree experience
• Create resources and operational workflows to support the learner throughout their journey with Coursera, from onboarding to graduation and beyond
• Design and execute on innovative student services, measure their impact, and iterate based on findings, partnering with cross-functional teams to align on how student services can impact key company performance metrics

Basic Qualifications:

• 3+ years of experience providing learner-facing services such as student advising, student affairs, orientation/new student programming, academic support or career counseling.
• 3+ years of experience with account management, relationship management, and cross-functional collaboration with Engineering/Product teams

Preferred Qualifications:

• Experience using data to identify customer/student insights and create effective cross-functional solutions
• Experience with post-secondary education is preferred.
• Proven ability to improve operational processes and build new workflows from scratch to enhance customer experience or improve efficiency
• Ability to manage projects successfully in a fast paced, high volume environment with tight timelines
• Experience either as a provider (i.e. instructor, advisor, instructional/course designer) or learner of online degrees or credit-bearing certificates preferred.
• Ability to travel up to 10% (after 2021) 

If this opportunity interests you, you might like these courses on Coursera:

• Effective Problem-Solving and Decision Making
• Customer Analytics
• Relationship Management

Coursera is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at [email protected].

Please review our CCPA Applicant Notice here.