Operations Specialist - Mentor Success

Job Description

Udacity is on a mission to change lives, businesses and nations through radical talent transformation in digital technologies. We offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. Our rapidly growing global organization is revolutionizing how the enterprise market bridges the talent shortage and skills gaps during their digital transformation journey. Udacity is proud to be backed by respected investors like Andreessen Horowitz, Charles River Ventures, Bertelsmann and Drive Capital, among other leading VC firms, and provides a powerful and differentiated solution inside of a $32b total addressable market opportunity. Udacity has more than 100 enterprise customers including Airbus, Bertelsmann, BNP Paribas, Leidos, Mazda, and the United States Air Force.

Mentor Success at Udacity
Ensuring students receive consistently great support from our Mentors is crucial to student success. In fact, strong mentorship is a core pillar of Udacity’s learning product. As the team tasked with designing, executing, delivering, and improving successful Mentor-focused initiatives, Mentor Success is responsible for Mentor sourcing and onboarding, performance, payments, support, and engagement. We are a global team with staff in the US, MENA region, and India We are a global team with staff in the US, MENA region, and India.

Operations Specialist - Mentor Success
In this role, you will primarily support various types of Mentors - sometimes called Session Leads or Tutors - who serve students enrolled through government partnerships and/or scholarship programs. You will be responsible for helping onboard Mentors, monitor their performance, provide actionable feedback, and take corrective steps when necessary. In this way, you will support some of Udacity’s most important partnerships and students around the world. This role will work closely with team members on the Mentor Success and Sourcing Teams, and the Global Student Support Team.

Some of the specific responsibilities you’ll own:

• Assist with mentor onboarding to ensure they are equipped to provide effective technical support to students
• Evaluate and monitor mentor performance during their online sessions or webinars
• Collect and analyze data to make performance-related decisions and identify areas for increased support and improvement
• Provide feedback to mentors, both individually and at scale, that includes specific, actionable next steps
• Execute reward plans for high performers and create and implement corrective-action plans that address undesirable behaviors and/or outcomes among low-performing mentors
• Collect feedback from mentors that can be used to improve course content or program experience, and/or services that can result in better student experiences,
• Communicate challenges, needs, and opportunities facing the mentor network with relevant stakeholders within Udacity (eg - Content, Engineering, Product)

What we value:

• At least 2 years of experience working in operations, ideally at a fast moving, high growth organization.
• Great writing and verbal communication skills.
• Highly organized with experience designing and managing operational processes.
• Comfort with spreadsheet management and data analysis. If you are (or are eager to become) a master at data management, even better!
• Flexibility in using, or learning to use, different methods for tracking and conveying information, such as Zendesk, Google docs, online chat programs and email.
• Fluency (speaking, reading and writing) in English is required.
• Proven ability to adapt to fast-paced environments and develop strong working relationships with colleagues across global offices.
• Empathetic, patient, and compassionate – and eager to learn and grow!

Ideal, but not required:

• Fluency (speaking, reading, and writing) in Arabic, Spanish, and/or French.Spreadsheet wizard, with experience doing statistical analysis and running and/or evaluating A/B tests.
• Experience with Udacity’s platform - as a student, Mentor, Reviewer, Session Lead, and/or Tutor.
• History of designing and/or participating in learning programs for online and in-person learners.
• Proficiency in database technology (eg- SQL, MySQL, MongoDB, Hadoop, etc) and/or working knowledge of one or more modern scripting or programming languages (eg- Python, JavaScript, C/C Java, C Go, Rust, etc).

Learn more about Udacity's Values Students First - Better Together - Entrepreneurial - Data Driven - Candid and Direct - Talent Obsessed

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