About the job
At Brainster, we prioritize the Student Success Team as the face of our organization from our students’ perspective. As a Student Experience Specialist, you will be the primary contact for our students, ensuring their satisfaction throughout their learning journey and academic path. Our mission is to provide an unparalleled experience for both students and professors, and we are in search of an individual who embodies a proactive and people-oriented approach, adept at problem-solving, generalist by nature and with the ability to envision the big picture, to elevate the learning journey we offer.
The Student Experience Specialist plays a vital role in ensuring the success and well-being of students, instructors and professors. With a focus on providing guidance, support, and a sense of community, this role is dedicated to fostering a positive learning journey for each student.. From the preparatory program and pre-college or pre-academy orientation to every semester or module change and career preparations at the program’s conclusion, the Student Experience Specialist serves as the primary go-to person, addressing the needs and challenges of each student.
As an expert in student operations and delivery, the Student Experience Specialist collaborates closely with various teams to advocate for the needs of students, professors and instructors. This multifaceted role involves implementing student success strategies, analyzing and acting upon student feedback, and continuously monitoring performance to identify areas for improvement. Working in partnership with the Student Success Manager, Professors, Assistant Professors, Instructors and Academic Director, the Student Experience specialist ensures that appropriate support measures are promptly implemented. Beyond the classroom, this role serves as the main point of contact for students, providing comprehensive assistance and building strong relationships with them.
- Develop comprehensive materials and resources to facilitate a seamless onboarding experience for incoming students, including enrollment agreements, welcome emails, and familiarization with our educational platforms respectively, I-am-Next and BrainsterLEARN, and communication channels.
- Organize and lead orientation week to ensure students are acclimated and ready for their academic journey.
- Monitor and track student pre-work data during the preparatory program, ensuring 100% completion before class commencement.
- Ensure prompt and thorough responses to all student inquiries and maintain effective communication channels with students.
- Devise and execute a localized strategy for student-facing events, fostering a vibrant learning community.
- Organize, facilitate, and follow up on monthly meetings with student groups to address concerns and provide support.
- Conduct personalized 1-on-1 meetings with students, offering guidance and assistance as needed.
- Advocate for students and serve as the liaison between different teams, ensuring effective cross-functional collaboration.
- Monitor student progress toward graduation requirements, promptly addressing any red flags and coordinating necessary interventions.
- Evaluate professors, assistant professors and instructors based on student feedback, collaborating with the Academic Coordinator and HR for Instructor Experience team to address issues and improve teaching quality.
- Manage tickets through the I-am-Next and BrainsterLEARN ticketing systems, particularly those related to negative student feedback, and take appropriate actions to resolve concerns.
- Analyze qualitative and quantitative student data to identify trends in the learning experience and implement action plans for improvement.
- Monitor submission rates of homework and projects, devising corrective and preventive actions to enhance student engagement and performance.
- Regularly attend classes and lectures to assess the learning environment and student engagement, proposing improvements as needed.
- Handle student withdrawal requests, track and report retention rates, and execute student off-boarding communications.
- Demonstrate in-depth knowledge of all Brainster and Brainster Next College education product lines to effectively support and serve the student community.
- Possess 2-3 years of previous work experience, ideally in formal education as a teacher, psychologist, or career counselor, showcasing a deep understanding of educational dynamics.
- Demonstrate proven expertise in people management and/or coaching, with a track record of effectively supporting and guiding individuals.
- Exhibit exceptional organizational skills, capable of managing multiple projects simultaneously and coordinating various tasks with efficiency.
- Display strong prioritization and problem-solving abilities, ensuring timely execution of tasks and resolutions to challenges.
- Exhibit a keen sense of anticipation for customer needs, proactively taking action to meet their expectations.
- Thrive in an environment of ambiguity and adaptability, maintaining composure and effectiveness under pressure and last-minute changes.
- Embrace feedback and collaboration, displaying a commitment to transparent communication and cooperative efforts.
- Possess proficiency in using technology and systems, particularly with Google Suite.
- Demonstrate excellent written and verbal communication skills, effectively conveying information and ideas.
- Show keen attention to detail, ensuring precision and accuracy in all tasks and communication.
- Navigate dynamic, fast-paced environments with ease and exhibit a remarkable ability to devise solutions to complex challenges.
- Quick learner with the capacity to grasp new processes rapidly and accurately.
- Maintain a positive and professional demeanor, fostering a conducive and respectful work atmosphere.
While meeting all the requirements listed above is advantageous, we value diverse perspectives and recognize that a perfect match may not fit all criteria. If you believe you possess the core qualities and skills essential for excelling in this position, we encourage you to reach out and share why you feel you are an ideal fit for our team. We are open to considering exceptional candidates who can bring unique strengths and perspectives to our organization, and we look forward to connecting with you.