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 & DeliveryAct as primary point of contact on setup and management of Mentors for any Scholarship/Government programs assigned to youAssist with onboarding mentors by running onboarding webinars, preparing onboarding resources, and clearly communicating program expectationsParticipate in documentation of new processes and workflows for mentor service delivery and program launch operationsCommunicate 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 EnablementParticipate 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 failuresProvide input on mentorship services for the GTM that you are assigned to supportSpecialized Mentor ManagementMaintain communication and management of mentors for each Scholarship/Government program's full durationManage scheduling queries from mentors and communicate any corrective action plans (both individually and at scale) to address undesirable behaviors and/or outcomes in mentor performanceCollaborate with other Mentor Ops teammates while working on Mentor Payments process and utilization of performance metrics to monitor and support mentors for in-flight programsUtilize 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 startupAble to develop strong working relationships with colleagues across global officesProven ability to work autonomously on some operational tasks and team projectsExperience with simultaneously supporting multiple programs or projects with varying complexity.Strong writing and verbal communication skillsComfortable with giving presentations in a professional yet friendly mannerHighly organized with attention to detail when executing operational processesFlexibility in using, or learning to use, different methods for tracking and conveying information, such as Jira, Google docs, online chat programs and emailFluency (speaking, reading and writing) in English is requiredEmpathetic, 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 personFlexible working hoursPaid time offComprehensive medical insurance coverage for you and your dependentsEmployee wellness resources and initiatives (access to wellness platforms like Headspace, Modern Health )Quarterly wellness day offPersonalised career developmentUnlimited access to Udacity Nanodegrees
