Summary of Job:

The Faculty Training and Engagement Team is integral to 2U's Post Enrollment Services group and is responsible for working with faculty from partner institutions and ensuring their success as they teach using 2U’s technology in the virtual environment. The FTE team is responsible for maintaining faculty relations with the university partner while also preparing faculty to provide an outstanding online learning experience for our students. This position involves providing high-quality support, training and enrichment to our program faculty.

The Faculty Training Specialist will be responsible for ensuring both new and returning 2U faculty are knowledgeable about 2U technology. The Faculty Training Specialist enhances the faculty experience by exceptional customer service and meaningful training interactions with all faculty. All Training Specialist should showcase white-glove service to faculty during the day-to-day operations and communications. The Faculty Training Specialist is an individual who is incredibly organized, technically savvy, comfortable with online technologies, and is great at explaining difficult concepts in a concise format.

Key Roles and Responsibilities:

  • Effectively trains faculty on the online platform with the goal of making them self-sufficient online professors
  • Corresponds with University staff and internal cross-functional teams to promptly resolve faculty issues
  • Establishes and maintains a strong relationship with all faculty members
  • Adapt to changing business requirements and set appropriate goals to achieve service excellence
  • Be a model change agent, challenge the status quo, and bring creative solutions
  • Report and analyze big data metrics
  • Set up technical accounts and permissions
  • ­Devote time for queue coverage (inbound calls and emails)
  • Train faculty members and develop additional training content
  • Provide exceptional service and support to faculty and students with technical issues in the Learning Management System (LMS), Adobe Connect, and other technology platforms
  • Maintain white­ glove service approach in every activity and interaction
  • Conducts needs analysis to determine appropriate professional development opportunities for faculty
  • Works collaboratively with the Director and colleagues to promote and support professional development opportunities for faculty 

Education and Experience:

  • Bachelor’s degree required
  • Minimum 2 year experience working in a service-oriented, customer support, technical support or related field (experience providing service in a collegiate, university or online environment a strong plus)
  • Strong background in Education and/or Training
  • Familiarity with online learning technology a plus
  • Previous account management experience
  • Advanced computer skills (Current Microsoft & Apple OS, Microsoft Office, Chrome, Firefox, Safari, IE, Google Applications)
  • Excellent verbal and written communication skills with the ability to communicate in a courteous, tactful, and concise manner
  • Organizational skills with exceptional attention to detail and a high sense of urgency
  • Ability to work quickly and accurately; must be able to multitask in high-intensity situations
  • Excellent communication skills, especially via phone in the establishment of relationships with faculty members in other locations
  • Patience working with those not as tech savvy
  • Enthusiasm and the ability to thrive in an atmosphere of constant change
  • Willingness to work a flexible work schedule
  • Familiarity with online learning technology
  • Strong customer service focus; commitment to faculty and student satisfaction and success
  • Ability to adjust to a flexible work day schedule, including evening and/or weekend hours
  • Enthusiasm and the ability to thrive in an atmosphere of constant change
  • Ability to work and contribute in a team environment
  • Eagerness for professional development and continual improvement of the 2U vision

About 2U Inc. (NASDAQ: TWOU)

Eliminating the back row in higher education is not just a metaphor–it’s our mission. For more than a decade, 2U, Inc., a global leader in education technology, has been a trusted partner and brand steward of great universities. We build, deliver, and support more than 250 digital and in-person educational offerings, including graduate degrees, professional certificates, Trilogy-powered boot camps, and GetSmarter short courses. Together with our partners, 2U has positively transformed the lives of more than 150,000 students and lifelong learners. To learn more, visit 2U.com. #NoBackRow

2U Diversity and Inclusion Statement

At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same. 

Why It’s Great to Work at 2U

2U offers a high-energy work environment that’s both challenging and fun. We work hard, but our offices are casual and social places. We wear jeans to work and fuel brainstorming sessions with snacks and seltzer. 

Benefits

2U offers a comprehensive benefits package:

  • Medical, dental, and vision coverage
  • Life insurance, disability and 401(k)
  • Unlimited snacks and drinks
  • Tuition reimbursement program
  • Generous paid leave policies including unlimited PTO for your vacation, personal, or sick days
  • Additional time off benefits include:
    • time off to volunteer for non-profit organizations
    • parental leave after 9 months of employment
    • holidays that include a winter break from Christmas through New Year and more!

Note: 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, 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, pay and dismissal.

 

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