Student Success Leader — eCampus Operations

Astria Learning; Colombia; Sur place; COP 120 000 000 - 180 000 000; Plein temps

Résumé du poste

Astria Learning is seeking an experienced Student Success Manager to lead eCampus operations across a portfolio of partner institutions and directly manage Student Support Supervisors and SSCs. This strategic, hands-on leadership role sits at the intersection of customer success, operations, and people management to improve enrollment, engagement, retention, tuition payment, and graduation outcomes.

You will design service standards, coach frontline teams, and build scalable playbooks for

Qualifications

• Bachelor's degree in Business Administration, Education, Project Management, or a related field.
• 4–6 years in program, academic, operational, or customer success management.
• 3+ years in customer service, support, or success with frontline leadership.
• Experience coaching customer-facing teams with measurable improvements.
• Managing distributed remote or cross-institutional teams.
• Familiarity with SLAs, CSAT, NPS, first response time, and resolution rate.
• Experience with collections, billing reminders, or accounts receivable-adjacent processes.
• Familiarity with LMS platforms (Moodle, Canvas), CRMs, ticketing tools (Zendesk, Freshdesk, HubSpot Service), and student data tools.
• Strong analytical skills and KPI/dashboard design.
• Excellent written and verbal communication; comfortable presenting to leadership.
• Solid project management skills and leading strategic initiatives.

Responsabilités

• Own the end-to-end student support experience across partner institutions.
• Define, document, and coach customer service standards for SSC team.
• Design and run structured touchpoint playbooks for reminders and graduation support.
• Monitor metrics and intervene when standards slip.

Connaissances

Customer success leadership

Operations management

People management

KPI & analytics

Cross-functional collaboration

Strategic planning

Communication

Formation

Bachelor's degree in related field

Outils

Zendesk

Freshdesk

HubSpot Service

Description du poste

Astria Learning is seeking an experienced Student Success Manager to lead eCampus operations across a portfolio of partner institutions and directly manage Student Support Supervisors and SSCs. This strategic, hands-on leadership role sits at the intersection of customer success, operations, and people management to improve enrollment, engagement, retention, tuition payment, and graduation outcomes.

You will design service standards, coach frontline teams, and build scalable playbooks for