Website Coursera
Marketing • Mountain View, CA
Coursera was founded by two computer science professors at Stanford with a vision of providing life-transforming learning experiences to anyone, anywhere. It is the world’s largest online learning platform for higher education. 170 of the world’s top universities and industry educators partner with Coursera to offer courses, Specializations, and degrees that empower over 40 million learners around the world to achieve their career goals. Over 1,800 companies use the company’s enterprise platform Coursera for Business to transform their talent. Coursera is backed by leading venture capital firms such as Kleiner Perkins Caufield & Byers, New Enterprise Associates, GSV Capital, International Finance Corporation, Laureate Education Inc., and Learn Capital.
The Marketing & Communications team is responsible for connecting the world to lifelong transformative learning. They also work to shape public conversations on the future of education and work. The team is segmented into four areas of focus: Consumer Marketing, Enterprise Marketing, Brand & Creative, and Communications. The team is currently focused on attracting students to degree programs, bringing new customers to Coursera for Business, expanding the reach of Coursera’s brand, and creating a marketing system that nurtures learners throughout their professional lives.
In this role, you will manage the Enrollment Counselor function for the degree programs hosted on Coursera, partnering with the Degrees Marketing team to provide information and support to prospective degree students via phone, email, chat and other communication methods. You’ll manage and grow a small team of Enrollment Counselors, while developing the strategic vision, tools, and processes for this function at Coursera. At Coursera, we are working with our university partners to deliver exceptional learning experiences at accessible price points, so the right candidate will be excited to flexibly adapt industry best practices to Coursera’s novel, cost-efficient recruitment model.
You will have a direct impact on the growth and success of degree programs hosted on the Coursera platform and will help shape the future of higher education. The right candidate will feel comfortable working in a lean, performance-driven environment while maintaining a strong sense of team and collaboration. This is a full-time, on-site position in our Mountain View, CA office.
Check out life at Coursera on The Muse!
Your responsibilities:
- Manage and grow a team of Enrollment Counselors providing excellent customer service to prospective students via phone, chat, email, and other vehicles throughout the full recruitment process
- Develop scaled, efficient workflows for Enrollment Counselors that are impactful and cost effective, and manage conversion metrics through the applicant funnel from application start through enrollment
- Set best practices for inbound and outbound communications around enrollment and admissions, track team service and performance, provide detailed reporting on outcomes
- Partner with Marketing Operations, Degree Marketing, and Product team, develop and experiment with new tools, processes, and strategies to turn prospects into qualified applicants and enrolled students – measure the business impact of these strategies, and demonstrate that impact through data and student insights
- Partner with Marketing Operations, Data Science and Data Engineering to map and manage leads to increase conversions through the funnel and understand “magic moments” for engagement
- Create and refine communication plans that put the learner first; coach, engage and excite prospective students
- Use guidance from university partners and existing information to develop chat and calling scripts and other messaging for individual degree programs, ensuring that you and your team are great stewards of Coursera’s partners’ brands
Your skills:
- 8+ years experience in higher education admissions or recruitment, preferably for online programs
- 5+ years people management experience
- Excellent written and verbal communication skills and strong attention to detail
- Ability to manage multiple projects and set and monitor targets
- Experience with a CRM platform (Salesforce preferred), chat and email outreach tools, Excel and/or Google Sheets
- Flexibility and enthusiasm to experiment with new processes and technologies, and to adapt industry best practices to a novel setting and business model
- Passion for education a must