BeMo is looking for an experienced and highly accountable team member from our Consulting Department to step into a part-time Student Success Manager role.
The Student Success Manager will be responsible for leading the Student Support function, managing and developing the Support team, monitoring department performance, maintaining high standards for student experience, and continuously improving the systems and processes used by the department.
The role will initially require approximately 20–25 hours per week, with the potential to transition into a full-time position depending on the needs of the department and the success of the structure.
What you will do:- Manage and support the Student Support team, including regular 1:1s, coaching, feedback, and performance management.
- Set clear expectations and standards for student service, responsiveness, accuracy, professionalism, and accountability.
- Monitor key Student Support KPIs, identify performance gaps, and take action to improve results.
- Oversee quality assurance and ensure student concerns, complaints, refunds, disputes, and escalations are handled appropriately.
- Own training, onboarding, and cross-training to ensure critical Support responsibilities have proper backup coverage.
- Work with People & Culture on hiring, staffing needs, and performance-related matters.
- Lead daily/weekly Support management activities, including huddles, KPI reviews, coaching, and team follow-up.
- Identify opportunities to improve, simplify, automate, or better document Support processes.
- Coordinate with Consulting, Sales, Dev Ops, and other departments when Support issues require cross-department involvement.
- Help develop and execute quarterly Support priorities, KPI targets, and process-improvement initiatives.
- Have a strong understanding of BeMo’s students, services, standards, and internal processes.
- Have experience handling complex or sensitive student situations and are comfortable making sound decisions independently.
- Are comfortable reviewing KPIs and using data to identify issues and improve team performance.
- Are highly organized and able to manage competing priorities and time-sensitive issues.
- Have strong written and verbal communication skills.
- Are proactive, accountable, and comfortable taking ownership of outcomes.
- Enjoy identifying process gaps and finding ways to improve efficiency and the student experience.
- Are interested in developing your leadership skills and taking on broader management responsibilities.
The process includes a review of your application and a face-to-face interview with select members of our team via video conference.
BeMo is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please indicate this in your cover letter.
BeMo is strongly committed to inclusion and diversity within its community and welcomes all applicants including but not limited to: visible minorities, all religions and ethnicities, persons with disabilities, LGBTQ persons, and all others who may contribute to the further diversification of ideas.
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