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Mentor Success Specialist

Udacity

Udacity

India
Posted on Tuesday, April 9, 2024

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...

You’ve probably heard the following statistic: Most male applicants only meet 60% of the qualifications, while women and other marginalized candidates only apply if they meet 100% of the qualifications. If you think you have what it takes but don’t meet every single point in the job description, please apply!

We believe that historically, many processes disproportionately hurt the most marginalized communities in society- including people of color, working-class backgrounds, women and LGBTQ people. Centering these communities at our core is pivotal for any successful organization and a value we uphold steadfastly. Therefore, Udacity strongly encourages applications from all communities and backgrounds.

Udacity is proud to be an Equal Employment Opportunity employer. Please read our blog post for “6 Reasons Why Diversity, Equity, and Inclusion in the Workplace Exists”

Last, but certainly not least…

Udacity is committed to creating economic empowerment and a more diverse and equitable world. We believe that the unique contributions of all Udacians is the driver of our success. To ensure that our products and culture continue to incorporate everyone’s perspectives and experience we never discriminate on the basis of race, color, religion, sex, gender, gender identity or expression, sexual orientation, marital status, national origin, ancestry, disability, medical condition (including genetic information), age, veteran status or military status, or any other basis protected by federal, state or local laws.

As part of our ongoing work to build more diverse teams at Udacity, when applying, you will be asked to complete a voluntary self-identification survey. This survey is anonymous, we are unable to connect your application with your survey responses. Please complete this voluntary survey as we utilize the data for diversity measures in terms of gender and ethnic background in both our candidates and our Udacians. We consider this data seriously and appreciate your willingness to complete this step in the process, if you choose to do so.

Udacity's Values
Obsess over Outcomes - Take the Lead - Embrace Curiosity - Celebrate the Assist