Mentor Success Specialist

About Us

Udacity is on a mission to deliver impactful and cutting edge tech education that enables individuals and organizations to unlock their potential. We offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. Our rapidly growing global organization is revolutionizing how the enterprise market bridges the talent shortage and skills gaps during their digital transformation journey. Udacity is proud to be backed by respected investors like Andreessen Horowitz, Charles River Ventures, Bertelsmann and Drive Capital, among other leading VC firms, and provides a powerful and differentiated solution inside of a $32b total addressable market opportunity. Udacity has more than 100 enterprise customers including Airbus, Bertelsmann, BNP Paribas, Leidos, Mazda, and the United States Air Force.

The Mentor Ops team at Udacity is responsible for managing and monitoring the Mentor network across all GTMs. This role sits in the Mentor Success branch of the team, where you will primarily onboard and manage Mentors who provide specialized services to students enrolled through Enterprise clients, government partnerships, or scholarship programs. This role will also work closely with Scholarships (SI) & Government Program Managers, Learner Experience, Community, and other teams to support launch operations for new Government and Scholarship programs. You will also assist more experienced team members with team projects across all GTMs.

Some of the specific responsibilities that you’ll own:

Mentor Service Setup & Delivery

Act as primary point of contact on setup and management of Mentors for any Scholarship/Government programs assigned to you

Assist with onboarding mentors by running onboarding webinars, preparing onboarding resources, and clearly communicating program expectations

Participate in documentation of new processes and workflows for mentor service delivery and program launch operations

Communicate challenges, needs, and opportunities facing the mentor network to the team and relevant stakeholders within Udacity (eg - Engineering, Product, Program Ops, etc.)

GTM Account Team Enablement

Participate in developing new sales enablement resources on an as-needed basis, such as guidelines on mentor services and and internal case studies on success stories or failures

Provide input on mentorship services for the GTM that you are assigned to support

Specialized Mentor Management

Maintain communication and management of mentors for each Scholarship/Government program’s full duration

Manage scheduling queries from mentors and communicate any corrective action plans (both individually and at scale) to address undesirable behaviors and/or outcomes in mentor performance

Collaborate with other Mentor Ops teammates while working on Mentor Payments process and utilization of performance metrics to monitor and support mentors for in-flight programs

Utilize mentor survey feedback to improve the program experience, and/or mentor services

What we value:

At least 3 years of experience working in operations, ideally at a fast moving, high growth organization or startup

Able to develop strong working relationships with colleagues across global offices

Proven ability to work autonomously on some operational tasks and team projects

Experience with simultaneously supporting multiple programs or projects with varying complexity.

Strong writing and verbal communication skills

Comfortable with giving presentations in a professional yet friendly manner

Highly organized with attention to detail when executing operational processes

Flexibility in using, or learning to use, different methods for tracking and conveying information, such as Jira, Google docs, online chat programs and email

Fluency (speaking, reading and writing) in English is required

Empathetic, patient, and compassionate – and eager to learn and grow!

Ideal, but not required:

Experience with Udacity’s platform - as a student, Mentor, Reviewer, Session Lead, and/or Tutor.

Benefits:

Experience a rewarding work environment with Udacity's perks and benefits!

At Udacity, we offer you the flexibility of working from home. We also have in-person collaboration spaces in Mountain View, Cairo, Dubai and Noida and continue to build opportunities for team members to connect in person

Flexible working hours

Paid time off

Comprehensive medical insurance coverage for you and your dependents

Employee wellness resources and initiatives (access to wellness platforms like Headspace, Modern Health )

Quarterly wellness day off

Personalised career development

Unlimited access to Udacity Nanodegrees

What We Do

Forging futures in tech is our vision. Udacity is where lifelong learners come to learn the skills they need, to land the jobs they want, and to build the lives they deserve.

Don’t stop there! Please keep reading...

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