Manager, Education Coaching (Remote) Jobs in Denver, CO at Guild Education

Title: Manager, Education Coaching (Remote)

Company: Guild Education

Location: Denver, CO

For other positions, some roles may be based outside of our Denver office (as stated in the Job Title). Roles based outside of our Denver office can sit in any of the following 26 states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, NY, OR, PA, SC, TN, TX, UT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.
Guild is hiring a Manager for our Education Coaching team. With your leadership abilities and passion for performance improvement and process efficiency, you’ll make an impact by joining us in our mission to unlock opportunity for America’s workforce through education and upskilling with a double bottom line business model that does well by doing good.In this role, you will lead a team of associate managers who support Guild’s education coaches in their day to day tasks and assignments. You’ll support these associate managers in support of their teams reaching their goals and improving their ability to connect with our members by reviewing calls, by leveraging data to evaluate and create plans for improving performance, and by ensuring all of our members have a world class experience as they begin engaging with their education benefit. And, you won’t be in this alone. You will partner with your Senior Manager as well as other Education Coach Managers to create, support and drive toward team success. We also offer manager training as well as access to the Guild for Guilders education benefit to set you up for leadership success.As a Manager of our Education Coaching team, you will:

Manage a team of Associate Managers
Support and onboard Associate Managers in developing standard methodologies for performance management to ensure they’re set up for success in our fast paced environment
Leverage data to create coaching plans for each individual on your team
Provide consistent feedback to help individuals on your team grow, develop accountability in their role, and navigate change
Create and maintain a student centric culture that supports Guild’s double bottom line by developing strong relationships among your team, your peers, and the department
Interview and hire strong candidates as we continue to grow
Work cross-functionally to ensure Guild maintains strong relationships with our employer and academic partners
Identify areas of our business that could be improved

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

Contact Center Operations experience
Four years or more managing teams
NPS (net promoter score), CSAT (customer satisfaction) or VOC (voice of the customer) experience
Experience using analytical approaches to develop, measure and evolve processes
An ability to balance performance management with culture management
Proven ability to lead through change and ambiguity
An ability to communicate effectively while under pressure – balancing confidence, humility, and diplomacy internally and externally

Preferred Competencies:

Four years or more managing teams in high volume service operations environment
ICMI (International Call Center Management Institute), CCW (Call Center Weekly) or COPC, Inc. (Customer Operations Performance Center Inc.) certifications
Omni Channel experience
Familiar with ADKAR (Awareness, Desire, Knowledge, Ability and Reinforcement) and CLARC (Communicator, Liaison, Advocate, Resistance Manager, Coach) Prosci change management concepts
Experience building and hiring diverse, equitable, and inclusive environments and teams

We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary range of $85,000 – $105,000, as well as company stock options.#LI-CB1Guild_ 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._Guild is a_ female-led, Certified B Corporation_ – and with a valuation of $3.8 billion_ is one of the highest-valued, privately held education companies in the world, and the only one led by a woman. Guild’s investors include Ken Chenault, General Catalyst Partners, chairman and former CEO of American Express, Emerson, and Iconiq._Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let your recruiter know. We currently offer the following benefits:

Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
Access to a 401k to help save for the future
15 days of PTO/vacation in the first year. After your first year (or for Guilders in Director+ positions), you transition into an open vacation policy.
8 days of fully-paid sick leave, to take the time to heal and or recover
Family-friendly benefits, including 14 weeks of parental leave, employer-paid short-term and long-term disability, employer-sponsored life insurance, and fertility care benefits.
Well-rounded wellness benefits including access to free and low cost mental health resources and support services
Education benefits and tuition assistance to help your future development and growth

Guild requires COVID-19 vaccines for all employees and guests attending Guild events or entering Guild offices. As of February 1, 2022, we will be expanding our in-person vaccination requirement to include booster shots. We will be using both Clear’s Digital Vaccine Card and state-sponsored vaccine passports to verify proof of vaccine. Accommodations or exceptions can be requested for medical or religious reasons.
PRIVACY NOTICEI understand that I am applying for employment with Guild Education and am being asked to provide information in connection with my application. I further understand that Guild gathers this information through a third-party service provider and that Guild may also use other service providers to assist in the application process. Guild may share my information with such third-party service providers in connection with my application and for the start of employment. Guild will treat my information in accordance with Guild’s Privacy Policy.I have reviewed and agree to Guild’s Privacy Policy as well as the privacy policies of the third-party service providers used by Guild associated with the application process.
Job Type: Full-time
Pay: $85,000.00 – $105,000.00 per year

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