Guild is hiring for a Director of Reimbursement Services to lead Guild’s growing team of reimbursement specialists, responsible for facilitating tens of millions of dollars in tuition and books reimbursement for students across Guild’s educational marketplace.

As Director of Reimbursement Services you will be responsible for scaling one of Guild’s critical service lines.  In particular, we are looking for a leader who is equally passionate about providing high quality customer service and driving efficiency; is excited to celebrate successes while relentlessly looking for systems improvements; can see both the forest and the trees, identifying areas to reduce manual processes while maintaining quality and accuracy; can design systems, work flows, and staffing strategies to manage peaks and valleys in volume; is able to analyze data to team and individual drive results; is effectively able to work up, down and across an organization; asks “why,” and is not afraid to wade in ambiguity to help drive decision-making for Guild. We are looking for someone who wants to roll up their sleeves, provide operational expertise, and is interested in building a world class team.

As a Director of Reimbursement Services, you will:

  • Recruit, manage, train, mentor and provide growth opportunities for the team of Specialists   
  • Set service standards, define KPIs, and ensure team and individual accountability
  • Optimize workflows and staffing to accommodate known seasonality
  • Define and oversee processes and SLAs which drive consistency across clients while being flexible to meet individual partner needs
  • Identify and inform product and service improvements within the Reimbursement Tool
  • Analyze TR data to derive internal and external insights
  • Ensure the highest degree of accuracy and compliance for individual requests against each employer’s policy
  • Design strategies to improve results and overall user experience, including but not limited to higher first time acceptance rates; faster turnaround times; streamlined and value-added communication with employers and students
  • Develop the business case and inform investments in new product features for students, employers, and internal users
  • Coordinate with Enrollment, Student Services, Finance, and Enterprise Sales/Client Success teams to solve problems and escalate issues quickly
  • Join a team committed to building a diverse, equitable, and inclusive environment that you’d support every day

In addition to working on the Reimbursement Operations team (part of the overall Marketplace Operations & Payments Strategy function), in this role you will collaborate with other Guild leaders including: Bijal Shah (Chief Product and Analytics Officer), Terrence Cummings (VP of Client Success), Zoe Weintraub (VP of Partnerships), Jamie Masterson (Group Product Manager), Eric Doty (Director of Tuition Assistance Facilitation.

You are a strong fit for this role if you have:

  • 7+ years of experience operations experience, preferably in customer service, coaching or call center environments
  • Experience scaling a team, processes, and systems in a fast growing environment
  • Built teams that maintain a high internal and external customer service or NPS score
  • Exceptional attention to detail
  • Excellent written and oral communication skills, creating confidence and credibility with external and internal stakeholders
  • Passion for working with service-enabled technology products
  • Demonstrated ability to leverage data, metrics, and analytics to drive decisions, insights, accountability and improve results
  • Strong problem solving skills
  • Experience building or improving upon new processes which improve efficiency without compromising quality
  • Empathy and understanding which you bring to our students, employers, and teammates
  • Enthusiasm, flexibility, and patience to the role to a fast-paced, fun, and collaborative environment

About Guild:

Guild is increasing economic mobility for working adults by partnering with the largest employers in the country to offer education as a benefit to their employees via our marketplace of nonprofit universities and education institutions. Guild’s proprietary technology platform facilitates the administration of this innovative benefit and our team of coaches helps each employee navigate the path back to school, providing individualized support from day one through program completion. Fast Company recently named Guild as one of the World’s Most Innovative Companies and we've raised over $70 million from top tier investors including Felicis, Bessemer, Redpoint, Rethink EDU, Harrison Metal, Cowboy Ventures, Salesforce and Workday Ventures.

Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply for this Job

* Required


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Guild Education are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.