_{12th May, 2025}

About Us
The Institute of Data is a Professional Network of Data Scientists, Cyber Security Analysts, and Software Engineers. In partnership with leading universities in Australia, New Zealand & America, and the government of Singapore, we transform careers for a data-driven world through practical, industry-focused courses.

About the Role
The Student Services Manager is a highly active role which is accountable for the management of student services including managing a team of employees and instructors while overseeing the student journey. You will collaborate across various teams in admissions, student services, operations, and curriculum. This is a management position that requires strong abilities in project management, people management and stakeholder engagement.

Note: this is a remote role with virtual classrooms, not campus based.

• Mentor and coach a team of student services associates in a high performance environment
• Successfully launch each new cohort of students into their chosen course.
• Oversee the entire student journey, ensuring a seamless experience from enrolment through graduation
• Manage student support for all students (including attendance, behavioral, welfare and pastoral issues) and be responsible for the induction of new students
• Monitor student surveys, proactively resolve issues and communicate feedback with the wider team.
• Serve as an advocate for students, addressing their escalated concerns and facilitating solutions to academic progress, career goals, personal development.
• Proactive approach to managing trainer issues and complaints promptly and effectively, ensuring a high level of communication and satisfaction is maintained.
• Manager the onboarding, allocation and general management of Lead and Assistant Instructors
• Monitor trainer deliverables, performance and invoice payments
• Liaise with university partners to improve performance and partner KPIs
• Monitors and develops internal policies and procedures, and proposes modifications and improvements
• Generate and analyze relevant data reports ensuring data integrity is maintained

• 5+ years of experience managing and mentoring high performing teams
• Strong interpersonal skills with an ability to effectively communicate with a range of people including students, staff and other stakeholders
• Proven experience working in higher education sector
• Ability to maintain composure, balance workload and conflicting priorities
• Proactive approach in supporting at risk students
• You will be passionate about continuous improvement and managing processes that lead to positive outcomes for both students and trainers
• Proven experience in identifying and resolving issues and problems affecting students in their academic program

• Fully remote working environment
• 4 weeks PTO
• Diverse and supportive global team
• Fulfilling and rewarding work in the EdTech Industry