At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

The Quality Assurance team provides critical omni channel analysis, insights, recommendations, and feedback to stakeholders responsible for supporting learners at Boundless Learning. The primary function of the Quality Improvement Manager is to manage and support a team of Quality Analysts who are responsible for extracting and deciphering large data sets, completing quality assurance audit reviews, and providing coaching and guidance to the functional teams. In addition, the Quality Improvement Manager ensures that the team provides actionable insights to multiple stakeholders within the business, monitors overall quality KPIs, and leads or is a participant in various projects and initiatives to support the Marketing, Enrollment and Student Success teams.

RESPONSIBILITIES

Specific duties and responsibilities include, but are not limited to, the following.  Other duties and responsibilities may be assigned.

• Manage, coach, and support the Quality Analyst team. 
• Monitor KPI performance and work with the Quality Analysts to identify areas for team improvement and development using data analysis, interaction analysis, audits, and targeted listening.
• Ensure all coaching and training processes as well as any coaching/training interactions or sessions are thoroughly tracked and documented.
• Lead the Quality Analyst team in using data and reporting to recommend opportunities to appropriate functional areas, such as Marketing, Enrollment or Student Success, to improve the learner experience throughout the student lifecycle.
• Drive strategic initiatives to improve the student experience and learner support within the business.
• Manage the relationship with third party vendor contracted to complete call evaluations
• Address any escalated issues as appropriate, such as escalated call disputes with Advisors and/or managers
• Act as a partner to the Legal team to ensure that the team is monitoring required current compliance and transparency statements and ensure any potential violations are reported to the Legal team in a timely manner.
• Use technology available to the team to create efficient and scalable processes and advocate for technology required to impact the internal processes and learner support/experience.
• Provide relevant topics and recommendations to Learning & Development for onboarding and continuous education needs.
• Act as a voice for the learner and a quality advocate in all appropriate projects or initiatives.
• Ensures that the quality analyst(s) follow proper evaluation, documentation, and protocols. 
• Ensure that reports and dashboards are maintained and relevant in driving key business decisions.
• Collaborate closely with the Learner Experience team to combine the voice of the learner data (survey feedback/student interviews) with engagement insights (call/email/SMS/Advisor performance metrics) for a holistic approach to understanding the student experience.
• Assist in maintaining the learner journey phases based on insights and trends within our learner interactions.
• Translate general reporting requests from the business/partners into valuable insights using data from multiple sources, with some effort to anticipate future questions or needs.
• Manage the cadence and process in which we provide valuable insights to Marketing, Enrollment and Student Success teams.
• Act as lead for continuous departmental improvements as well as the lead on any projects impacting quality of learner interactions.

QUALIFICATIONS

• 4-year degree from an accredited institution and/or appropriate combination of education and relatable experience
• Minimum 5 years’ Call Center Quality Assurance experience preferred. 
• Minimum 3 years Higher Education experience preferred. 
• Prior management experience preferred.
• Strong understanding of customer journey mapping preferred.
• Ability to use data to tell a story and drive change with senior leadership.
• Experience using AWS, Observe.AI and/or Interaction Analytics preferred. 
• Capacity to work in a fast-paced environment and to be a self-starter.
• Outstanding written and verbal communication skills.
• Proficient in MS Office with advanced Excel. 
• Proficiency with SharePoint, Tableau, Salesforce, Smartsheets, preferred. 

SUPERVISORY RESPONSIBILITIES

• Manage a team of Senior Quality Analysts and Quality Analysts
• Act as a dotted line manager to contracted vendor for quality

*Must be able to work in office full time.

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide. 

We’re looking for a highly organized and tech-savvy Customer Experience Analyst to support the collection, analysis, and interpretation of learner feedback and operational data to support Boundless Learning’s CX strategy. In addition to supporting and enhancing the Voice of the Learner program, this role will support key initiatives that will impact the learner experience, including but not limited to automated journeys, video engagement, CRM optimization, and cross-functional projects. This role is perfect for someone who loves bringing structure to complexity, coordinating with multiple stakeholders, and improving the learner experience through operational excellence and data-driven insights.  

Key Responsibilities  

Voice of Learner (VoL) Program  

• Assist with building and deploying automated surveys in survey tool.  

• Perform survey testing and quality checks.  

• Maintain documentation of the Voice of the Learner program.  

• Build, track and monitor ad hoc surveys  

• Communicate updates and insights to stakeholders on an ongoing and ad hoc basis.  

• Support collection of student feedback outside of surveys (i.e., research, roundtable discussions)  

• Support analysis of survey results to uncover trends and opportunities.  

• Develop and maintain dashboards and reports that provide clear and actionable insights to stakeholders.   

• Present findings in a way that is accessible and relevant to both technical and non-technical audiences.  

Learner Experience Tools  

• Support the creation of learner-facing videos in partnership with various teams.  

• Track video analytics and identify areas for optimization.  

• Support with learner facing Video Hub enhancements.  

• Support the build and launch of automated learner journeys, including content strategy, setup, and stakeholder coordination.  

• Analyze engagement data with automated emails and identify areas of opportunity.  

General Learner Experience Project Support  

• Represent the LX team and provide a voice for learners in student experience related projects.  

• Collaborate with CX teams and other stakeholders to provide analytical support for key initiatives.   

• Monitor the effectiveness of CX projects and recommend adjustments based on data insights.  

• Conduct discovery and requirements gathering.  

• Own administrative tasks to ensure smooth and timely project execution.  

• Participate in UAT (User Acceptance Testing) to ensure flawless execution for any learner experience projects or tools.  

Continuous Improvement  

• Support the continuous improvement of CX/LX processes by providing insights and recommendations based on data analysis.   

• Identify opportunities to streamline operations and enhance the learner experience.  

Other duties as assigned.  

Qualifications  

• Knowledge of key CX metrics and methodologies, such as NPS and OSAT.  

• Advanced skills in data analysis and visualization, using tools like Excel, Tableau, or similar platforms.  

• Strong analytical and problem-solving skills, with a focus on improving customer/learner outcomes and operational efficiency.  

• Ability to translate complex data into clear and actionable insights for diverse audiences.  

• Strong presentation and communication skills.  

• Comfortable working with tools like Salesforce, Medallia, or similar platforms (or quick to learn with training provided).  

• Able to manage multiple tasks with minimal supervision.  

• Prior experience in supporting internal projects is strongly preferred.  

• Experience with User Acceptance Testing (UAT) processes preferred.  

Successful candidate must be available to work full-time in one of our Boundless Learning offices. 

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide. 

Role Summary 

The Product Owner – Marketing Technology & Digital Product is responsible for defining, delivering, and continuously improving the organization’s marketing technology ecosystem and prospective student digital experience across multiple Academic Partners. 

This role connects marketing strategy, recruitment operations, partner engagement, and technology delivery. The Product Owner owns the MarTech and digital product roadmap supporting student acquisition, inquiry management, applicant conversion, and engagement throughout the recruitment lifecycle for partner institutions. Working closely with Marketing, Recruitment, Partner Success, IT, and Analytics teams, the Product Owner translates partner and organizational priorities into clear product initiatives and ensures delivery teams provide scalable, compliant, and measurable solutions that can be deployed consistently across multiple partners and programs. 

The role serves as the primary decision-maker for product priorities, balancing partner needs, student experience, operational efficiency, and contractual and regulatory obligations. 

Product Ownership & Roadmap 

• Define and manage the Marketing Technology and Digital Experience roadmap aligned with organizational recruitment growth and partner requirements.
• Translate recruitment, marketing, and applicant journey requirements into epics, user stories, and acceptance criteria.
• Prioritize the product backlog based on partner impact, operational value, scalability, and ROI.
• Lead discovery activities to identify opportunities to improve inquiry, application, and conversion journeys across partner programs.
• Manage the lifecycle of digital products from concept through release and continuous optimization.
• Ensure solutions are reusable and configurable across multiple Academic Partners. 

Marketing Technology Platform Management 

• Own the organization’s marketing technology platforms including CMS, CRM integrations, marketing automation, personalization, and analytics platforms.
• Ensure seamless integration between marketing websites, inquiry forms, CRM systems, and application platforms across partners.
• Identify opportunities to simplify systems, retire legacy tools, and standardize solutions across partners.
• Support campaign delivery through scalable platform capabilities (landing pages, events, nurture journeys, communications).
• Establish platform standards and best practices to enable consistent partner implementation. 

Recruitment & Digital Journey Optimization 

• Oversee development and optimization of program pages, campaign landing pages, inquiry forms, and recruitment microsites.
• Improve conversion from visitor → inquiry → applicant → enrolled student across partner institutions.
• Work with Marketing, Recruitment, and Partner Success teams to streamline applicant processes.
• Ensure platforms support domestic and international recruitment markets, agents, and multiple recruitment cycles.
• Champion accessibility, usability, and inclusive digital experiences across all partner implementations. 

Agile Delivery & Collaboration 

• Act as the primary liaison between stakeholders and development teams.
• Participate in Agile ceremonies (planning, refinement, sprint reviews, retrospectives).
• Provide ongoing clarification and prioritization decisions to delivery teams.
• Validate delivered features meet partner and organizational requirements.
• Support user acceptance testing and coordinated releases across multiple partners. 

Data, Analytics & Performance 

• Define success metrics for recruitment and engagement performance across partners.
• Work with analytics teams to implement tracking, dashboards, and reporting frameworks.
• Use data insights to optimize campaigns, platforms, and conversion pathways.
• Support A/B testing and continuous improvement of recruitment journeys.
• Ensure consistent measurement and comparability of performance across partners. 

Stakeholder & Partner Management 

• Collaborate with Marketing, Recruitment Operations, Partner Success, and Analytics teams.
• Engage directly with Academic Partners to understand needs and prioritize enhancements.
• Facilitate prioritization discussions across multiple partner stakeholders.
• Manage vendor relationships (CRM, marketing automation, CMS, and digital agencies).
• Communicate roadmap updates, releases, and platform changes to internal teams and partners. 

Governance & Compliance 

• Ensure platforms support privacy regulations, communication consent management, and record-keeping obligations across jurisdictions.
• Maintain documentation of systems, workflows, and processes.
• Promote best practice use of marketing technology across partner implementations.
• Support accessibility and regulatory compliance requirements. 

Primary Areas of Focus 

• Improve prospective student engagement and conversion across partner institutions
• Support achievement of partner recruitment targets
• Deliver scalable digital platforms across multiple programs and partners
• Enable consistent recruitment processes and communications
• Reduce manual processing and operational overhead
• Provide transparent roadmap and delivery reporting 

Qualifications 

• Bachelor’s degree in Marketing, Business, Information Technology, Digital Media, or related field.
• 5+ years’ experience in Product Ownership, Digital Product Management, or CRM/MarTech delivery.
• Experience working in Agile/Scrum delivery environments.
• Experience supporting recruitment, admissions, enrolment marketing, or client-facing platforms (desirable).
• Understanding of marketing automation, CMS platforms, and CRM integrations.
• Ability to translate non-technical stakeholder needs into clear technical requirements.
• Strong stakeholder engagement and facilitation skills.
• Analytical and data-driven decision-making capability. 

Skills & Competencies 

• Backlog management and roadmap planning 
• Multi-stakeholder facilitation and prioritization 
• Digital journey optimization 
• Marketing technology and CRM understanding 
• Analytics and performance measurement 
• Agile delivery methods 
• Vendor and partner management 
• Change management and adoption enablement 

Personal Attributes 

• Partner-focused and service-oriented 
• Strong communicator comfortable engaging external stakeholders 
• Collaborative and pragmatic 
• Organized and able to manage competing priorities 
• Comfortable operating in a complex multi-partner environment 
• Outcomes-focused and continuously improving 

Successful candidate must be available to work full-time from one of our North American Boundless Learning offices 

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalised, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

The Marketing Specialist owns day-to-day campaign execution across channels of integrated marketing campaigns that drive enrollment growth for the UK portfolio of academic partners and programs. This role is highly execution-focused and hands-on, managing day-to-day campaign activity across paid and organic channels while supporting in-person initiatives such as events, open houses, graduations, and partner engagements.

The Marketing Specialist works closely with the Director, Partner Marketing UK and with cross-functional teams to ensure campaigns are actively launched and monitored, optimised continuously, and aligned to partner goals and learner demand. This is an ideal role for a strong marketer who enjoys both digital execution and on-the-ground program support within an online education environment.

Key Responsibilities

Campaign Execution & Channel Management

• Execute and independently manage paid and organic marketing campaigns across multiple channels.
• Build, launch, monitor, and optimize campaigns based on performance goals and budget pacing.
• Support campaign QA, trafficking, tagging, and basic troubleshooting across platforms.
• Maintain campaign calendars, asset tracking, and launch timelines to ensure on-time delivery.

Organic & Content Support

• Support organic growth initiatives including SEO-informed content, email campaigns, social publishing, and web updates.
• Develop content using AI best practices.
• Coordinate with content and creative partners to deploy on-brand messaging.
• Assist with basic copy updates, content briefs, and content optimisation based on performance insights.

In-Person & Experiential Marketing Support

• Support planning and execution of live activities such as events, informational webinars, and graduations.
• Coordinate marketing materials, signage, merchandise, email promotions, and digital follow-up for events.
• Track attendance, engagement, and post-event performance to inform future recommendations.

Performance Tracking & Optimisation

• Monitor campaign performance and funnel metrics including volume, conversions, cost metrics, and engagement.
• Compile performance data and analysis for weekly, monthly, and partner-facing reports.
• Support testing, creative refreshes, and optimisation initiatives throughout the year.

Partner & Cross-Functional Collaboration

• Support partner planning, updates, and requests under the direction of the Director.
• Collaborate with cross-functionally to ensure seamless execution.
• Help maintain organized documentation, playbooks, and best practices for partner marketing efforts.

Required Qualifications

• 3–5 years of experience in digital marketing, campaign management, or performance marketing. With proven experience running campaigns end to end.
• Experience supporting paid and organic channels (e.g., Google, Meta, LinkedIn, TikTok, web, content).
• Experience across both digital and offline marketing channels preferred
• Experience in media buying.
• Interest or experience in higher education, online learning, or mission-driven organizations preferred.
• Strong organisational skills with the ability to manage multiple campaigns and deadlines simultaneously.
• Comfort working with performance data, dashboards, and reporting.
• Collaborative mindset with strong communication skills and attention to detail.

Preferred Qualifications

• Experience supporting in-person or experiential marketing efforts.
• Experience leveraging AI in content development and campaign management
• Familiarity with marketing technology tools (e.g. Adobe Express, Salesforce, Funnel, Meltwater).
• Exposure to SEO, CRO, or lifecycle marketing concepts.

*Must be able to work full-time from our London offce.

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide. 

The Director, Partner Marketing is responsible for developing and executing comprehensive marketing plans that drive enrollment growth for a portfolio of academic partners and programs. This role leads a small execution team to deliver integrated, high-performing campaigns across paid and organic channels. The position serves as the day-to-day marketing lead for assigned partners, coordinating closely with Partner Success, Acquisition & Retention, and cross-functional teams to ensure alignment, performance, and exceptional partner experience. 

Key Responsibilities 

Partner & Program Strategy 

• Develop annual and quarterly partner- and program-level marketing plans aligned to partner goals, learner demand, and revenue targets. 

• Translate strategic priorities into actionable campaigns, messaging, content, and channel mix recommendations. 

• Represent marketing strategy in partner meetings, providing insights, performance readouts, and recommendations. 

• Support market research, competitor analysis, and segmentation work to inform program positioning and demand planning. 

Campaign Leadership & Execution 

• Lead the development, execution, and optimization of integrated paid and organic marketing campaigns across search, social, display, web, email, and content. 

• Ensure campaigns are on-brand, audience-aligned for each partner’s program needs. 

• Collaborate with internal teams on creative briefs, website updates, landing pages, and CRM workflows. 

Performance Management 

• Monitor campaign and funnel performance through dashboards and reporting tools. 

• Track and report KPIs including volume, conversion rates, cost, and ROI. 

• Implement continuous testing and optimization to maximize performance throughout the year. 

Team Leadership & Budget Management 

• Lead and mentor a growing team, setting clear priorities and fostering accountability and development. 

• Manage marketing budgets for the assigned portfolio, ensuring effective allocation and monthly pacing. 

• Oversee workload planning, timelines, and adherence to campaign and content production processes. 

Cross-Functional Collaboration 

• Partner closely with Brand, Partner, Enrollment, Retention, CX, and Technology teams to ensure alignment and integrated execution, including scaling across the full portfolio. 

• Liaise with partners as needed, maintaining clear communication on strategy, expectations, and performance. 

Required Qualifications 

• 6–10 years of marketing experience, with demonstrated success in digital, campaign, or partner or account-based marketing. 

• Experience in higher education, online learning, or performance-driven marketing preferred. 

• Strong understanding of paid and organic channels, creative development, and content strategy. 

• Proficiency with marketing analytics tools, dashboards, and KPI-driven performance management. 

• Excellent communication and relationship management skills, including comfort presenting to partners and stakeholders. 

• Experience leading teams and managing budgets. 

Additional Requirements 

• This position is based full-time in one of our Boundless Learning offices (Chandler, AZ or Orlando, FL)

• This role requires occasional travel, depending on project and business requirements.

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide. 

The Director, Partner Marketing is responsible for developing and executing comprehensive marketing plans that drive enrollment growth for a portfolio of academic partners and programs. This role leads a small execution team to deliver integrated, high-performing campaigns across paid and organic channels. The position serves as the day-to-day marketing lead for assigned partners, coordinating closely with Partner Success, Acquisition & Retention, and cross-functional teams to ensure alignment, performance, and exceptional partner experience. 

Key Responsibilities 

Partner & Program Strategy 

• Develop annual and quarterly partner- and program-level marketing plans aligned to partner goals, learner demand, and revenue targets. 

• Translate strategic priorities into actionable campaigns, messaging, content, and channel mix recommendations. 

• Represent marketing strategy in partner meetings, providing insights, performance readouts, and recommendations. 

• Support market research, competitor analysis, and segmentation work to inform program positioning and demand planning. 

Campaign Leadership & Execution 

• Lead the development, execution, and optimization of integrated paid and organic marketing campaigns across search, social, display, web, email, and content. 

• Ensure campaigns are on-brand, audience-aligned for each partner’s program needs. 

• Collaborate with internal teams on creative briefs, website updates, landing pages, and CRM workflows. 

Performance Management 

• Monitor campaign and funnel performance through dashboards and reporting tools. 

• Track and report KPIs including volume, conversion rates, cost, and ROI. 

• Implement continuous testing and optimization to maximize performance throughout the year. 

Team Leadership & Budget Management 

• Lead and mentor a growing team, setting clear priorities and fostering accountability and development. 

• Manage marketing budgets for the assigned portfolio, ensuring effective allocation and monthly pacing. 

• Oversee workload planning, timelines, and adherence to campaign and content production processes. 

Cross-Functional Collaboration 

• Partner closely with Brand, Partner, Enrollment, Retention, CX, and Technology teams to ensure alignment and integrated execution, including scaling across the full portfolio. 

• Liaise with partners as needed, maintaining clear communication on strategy, expectations, and performance. 

Required Qualifications 

• 6–10 years of marketing experience, with demonstrated success in digital, campaign, or partner or account-based marketing. 

• Experience in higher education, online learning, or performance-driven marketing preferred. 

• Strong understanding of paid and organic channels, creative development, and content strategy. 

• Proficiency with marketing analytics tools, dashboards, and KPI-driven performance management. 

• Excellent communication and relationship management skills, including comfort presenting to partners and stakeholders. 

• Experience leading teams and managing budgets. 

Additional Requirements 

• This position is based full-time in one of our Boundless Learning offices (Chandler, AZ or Orlando, FL)

• This role requires occasional travel, depending on project and business requirements.

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

Our Student Success team delivers best in class student support with the aim of achieving the highest levels of student satisfaction and enrollments from one module to the next. Our Student Success team delivers high-quality support to students from initial enrollment and throughout their study journey, as they progress towards successful completion of their chosen program. Our Student Success Advisors have the highly rewarding experience of becoming an extension of the university partnership they work with and being an expert in supporting students on the programs they work with. The team is attractive to those people who want to work in a higher education environment, speak daily with students from around the country, many with very interesting life stories and diverse backgrounds.

About the Job

Highly organized and self-motivated, you will be someone who enjoys working with people in a customer service/account management capacity. You will demonstrate great customer service, be an effective team player and be driven to achieve retention targets while delivering outstanding student support to your student base.

A Student Success Advisor embodies our values, acts with agility, and enjoys working in an environment whereby they are having regular interactions with people, building strong and meaningful relationships. Reporting to the Manager, Student Success, the Student Success Advisors work both independently on their student caseload but collaboratively to inspire their peers, displaying excellent customer service and high levels of active listening through motivational student coaching, support, and guidance.

Key Responsibilities

• Deliver prompt response rates and high levels of proactive outbound communication to provide comprehensive non-academic information, advice and guidance while balancing support. Key communication methods include phone, email, and SMS
• Consistently achieve personal student retention targets, alongside achievement of high levels of student
• Actively promote continuous study to achieve graduation in a timely manner, identifying students at risk of failing to achieve their study goals and providing effective interventions alongside recognizing opportunities to increase student engagement
• Enthusiastically re-engage students who are taking a break from study, ensuring they remember their original goals while remaining well informed, supported and a part of their online study community to minimize student withdrawals from programs
• Act as a program specialist, ensuring extensive knowledge in a particular curriculum area in addition to university policies, regulations, and support services, utilizing online tools and resources to meet individual students’ requirements
• Welcome new students to their program efficiently while building rapport and demonstrating high levels of knowledge and pastoral support to prepare students for the rigors of their academic program and setting students up for success in their chosen program
• Develop and maintain relationships with a student base, remaining committed to delivering high levels of support as students navigate the complexities and challenges of online study from acceptance to graduation of their chosen program.
• Establish and maintain excellent relationships throughout the Student Success team, sharing knowledge and experience to ensure a high standard of service is maintained
• Help to develop effective processes to ensure a proactive approach to student support, progression, and retention
• Maintain detailed and accurate student records on our customized Salesforce CRM system, recording data and student communication accurately to monitor student cases, progress, and resolutions.
• Act as an ambassador in representing the North American Student Success team on projects to evolve the team approach and student support
• Be a supremely positive advocate for change
• Demonstrate our Boundless Learning Values and act as a Brand Ambassador

Qualifications

• 4-year degree from an accredited institution and/or appropriate combination of education and significant experience
• An effective team player who is driven to their own success and the success of the students
• Experience building relationships with customers/students and internal stakeholders
• Experience with customer/student centric processes and support levels
• Excellent written and oral communications skills
• Proficiency with Microsoft Office and IT Systems
• Ability to communicate and collaborate with people from a diverse range of cultural, educational, and professional backgrounds
• Ability to work flexibly with some late night and weekend coverage
• Proven experience achieving on target results in a customer service role
• Higher Education experience and/or Knowledge of the Higher Education industry
• Experience in Salesforce CRM

Requirements

• This position is based full-time in office at one of our Boundless Learning offices (Orlando, FL, Chandler, AZ or another designated office location).

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

Our Student Success team delivers best in class student support with the aim of achieving the highest levels of student satisfaction and enrollments from one module to the next. Our Student Success team delivers high-quality support to students from initial enrollment and throughout their study journey, as they progress towards successful completion of their chosen program. Our Student Success Advisors have the highly rewarding experience of becoming an extension of the university partnership they work with and being an expert in supporting students on the programs they work with. The team is attractive to those people who want to work in a higher education environment, speak daily with students from around the country, many with very interesting life stories and diverse backgrounds.

About the Job

Highly organized and self-motivated, you will be someone who enjoys working with people in a customer service/account management capacity. You will demonstrate great customer service, be an effective team player and be driven to achieve retention targets while delivering outstanding student support to your student base.

A Student Success Advisor embodies our values, acts with agility, and enjoys working in an environment whereby they are having regular interactions with people, building strong and meaningful relationships. Reporting to the Manager, Student Success, the Student Success Advisors work both independently on their student caseload but collaboratively to inspire their peers, displaying excellent customer service and high levels of active listening through motivational student coaching, support, and guidance.

Key Responsibilities

• Deliver prompt response rates and high levels of proactive outbound communication to provide comprehensive non-academic information, advice and guidance while balancing support. Key communication methods include phone, email, and SMS
• Consistently achieve personal student retention targets, alongside achievement of high levels of student
• Actively promote continuous study to achieve graduation in a timely manner, identifying students at risk of failing to achieve their study goals and providing effective interventions alongside recognizing opportunities to increase student engagement
• Enthusiastically re-engage students who are taking a break from study, ensuring they remember their original goals while remaining well informed, supported and a part of their online study community to minimize student withdrawals from programs
• Act as a program specialist, ensuring extensive knowledge in a particular curriculum area in addition to university policies, regulations, and support services, utilizing online tools and resources to meet individual students’ requirements
• Welcome new students to their program efficiently while building rapport and demonstrating high levels of knowledge and pastoral support to prepare students for the rigors of their academic program and setting students up for success in their chosen program
• Develop and maintain relationships with a student base, remaining committed to delivering high levels of support as students navigate the complexities and challenges of online study from acceptance to graduation of their chosen program.
• Establish and maintain excellent relationships throughout the Student Success team, sharing knowledge and experience to ensure a high standard of service is maintained
• Help to develop effective processes to ensure a proactive approach to student support, progression, and retention
• Maintain detailed and accurate student records on our customized Salesforce CRM system, recording data and student communication accurately to monitor student cases, progress, and resolutions.
• Act as an ambassador in representing the North American Student Success team on projects to evolve the team approach and student support
• Be a supremely positive advocate for change
• Demonstrate our Boundless Learning Values and act as a Brand Ambassador

Qualifications

• 4-year degree from an accredited institution and/or appropriate combination of education and significant experience
• An effective team player who is driven to their own success and the success of the students
• Experience building relationships with customers/students and internal stakeholders
• Experience with customer/student centric processes and support levels
• Excellent written and oral communications skills
• Proficiency with Microsoft Office and IT Systems
• Ability to communicate and collaborate with people from a diverse range of cultural, educational, and professional backgrounds
• Ability to work flexibly with some late night and weekend coverage
• Proven experience achieving on target results in a customer service role
• Higher Education experience and/or Knowledge of the Higher Education industry
• Experience in Salesforce CRM

Requirements

• This position is based full-time in office at one of our Boundless Learning offices (Orlando, FL, Chandler, AZ or another designated office location).

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

Summary

Consultative position focused on facilitating prospective students through the application, enrollment, and onboarding journey for bachelors, masters and/or certificate programs.  The Enrollment Advisor will discover the needs and concerns of prospects, demonstrate how our programs can best meet those needs, and support the prospective students through the admissions process to include registration completion and program start.  Work collaboratively in a team focused environment to meet the needs of the prospective students and the Academic Partner. 

Responsibilities 

Specific duties and responsibilities include, but are not limited to, the following.  Other duties and responsibilities may be assigned.

• Consistently achieves daily targets pertaining to call volume, customer service time, initial contacts, new applications, and new completed files as established by the Enrollment leadership team.
• Achieves term enrollment targets assigned per program.
• Meet the Call/SMS/Email Quality Score as communicated by enrollment leadership
• Consistently participate in 1:1 coaching interactions with direct line manager while being self-aware of current performance, insights and actions needed to improve
• Effectively communicate with prospective students via call campaigns, SMS, chat and emails regarding the online program.
• Build and manage a mature, active pipeline of leads
• Advise prospective students using a consultative enrollment process, with the goal of determining if the program is a fit for their educational needs.
• Effectively follow departmental lead management guidelines for all leads.
• Utilize database tools to efficiently track each interaction and the progress of all assigned leads.
• Effectively communicate trends, quality of leads, and program updates with appropriate departmental team members.
• Adhere to Title IV and FERPA compliance standards.
• Consistently conduct self-audits to ensure efficiency and consistency of database.
• Monitor application process to ensure effective communication in tandem with application deadlines.
• Maintain minimum standard database audit scores.
• Update database system to reflect current/upcoming term information (email templates, enrollment periods, filters, etc.).
• Requires the ability to have a flexible schedule, including weekends and evenings to accommodate student, departmental and company’s needs. This may include working more than 40 hours a week, at overtime compensation rate.

Qualifications

• 4-year degree from an accredited institution and/or appropriate combination of education and significant experience
• Experience within a sales-focused distributed contact center, inside sales, and/or customer service is preferred
• General knowledge of college admissions and recruitment is preferred
• Exemplary verbal and written communication skills
• The ability to multi-task and work well under pressure with tight timelines
• Proficient in MS Office
• Ability to work the occasional evening until 9:00 PM, and Saturday shifts as required

Requirements

• This position is based full-time in office at one of our Boundless Learning US offices (Orlando, FL or Chandler, AZ).

At Boundless Learning we are empowering our customers to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility.  At Boundless Learning you’ll have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.

Summary

Consultative position focused on facilitating prospective students through the application, enrollment, and onboarding journey for bachelors, masters and/or certificate programs.  The Enrollment Advisor will discover the needs and concerns of prospects, demonstrate how our programs can best meet those needs, and support the prospective students through the admissions process to include registration completion and program start.  Work collaboratively in a team focused environment to meet the needs of the prospective students and the Academic Partner. 

Responsibilities 

Specific duties and responsibilities include, but are not limited to, the following.  Other duties and responsibilities may be assigned.

• Consistently achieves daily targets pertaining to call volume, customer service time, initial contacts, new applications, and new completed files as established by the Enrollment leadership team.
• Achieves term enrollment targets assigned per program.
• Meet the Call/SMS/Email Quality Score as communicated by enrollment leadership
• Consistently participate in 1:1 coaching interactions with direct line manager while being self-aware of current performance, insights and actions needed to improve
• Effectively communicate with prospective students via call campaigns, SMS, chat and emails regarding the online program.
• Build and manage a mature, active pipeline of leads
• Advise prospective students using a consultative enrollment process, with the goal of determining if the program is a fit for their educational needs.
• Effectively follow departmental lead management guidelines for all leads.
• Utilize database tools to efficiently track each interaction and the progress of all assigned leads.
• Effectively communicate trends, quality of leads, and program updates with appropriate departmental team members.
• Adhere to Title IV and FERPA compliance standards.
• Consistently conduct self-audits to ensure efficiency and consistency of database.
• Monitor application process to ensure effective communication in tandem with application deadlines.
• Maintain minimum standard database audit scores.
• Update database system to reflect current/upcoming term information (email templates, enrollment periods, filters, etc.).
• Requires the ability to have a flexible schedule, including weekends and evenings to accommodate student, departmental and company’s needs. This may include working more than 40 hours a week, at overtime compensation rate.

Qualifications

• 4-year degree from an accredited institution and/or appropriate combination of education and significant experience
• Experience within a sales-focused distributed contact center, inside sales, and/or customer service is preferred
• General knowledge of college admissions and recruitment is preferred
• Exemplary verbal and written communication skills
• The ability to multi-task and work well under pressure with tight timelines
• Proficient in MS Office
• Ability to work the occasional evening until 9:00 PM, and Saturday shifts as required

Requirements

• This position is based full-time in office at one of our Boundless Learning US offices (Orlando, FL or Chandler, AZ).