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Associate Director, Student Support Services

Contract Type
Education, Media & Communications
Toronto, ON, M5R 1A6, CAN
Expiry Date
Associate Director, Student Support Services Description Pearson is on a mission to help people make progress in their lives through learning. We are moving that mission forward by keeping up with the top issues in education today a...

Job Description

Associate Director, Student Support Services


Pearson is on a mission to help people make progress in their lives through learning. We are moving that mission forward by keeping up with the top issues in education today and constantly embracing, testing, and innovating new technologies that adapt to our ever-changing lifestyles. As Pearson is currently experiencing ongoing rapid growth and expansion in our Online Program Management division, we are looking for talented, driven, focused candidates that can exhibit a positive, can-do attitude as well as approach their work with vigor and determination.


The Associate Director of Student Support Services is responsible for hiring, managing and developing a group of 10 – 15 Student Support Specialists. They are responsible for driving performance and ensuring their team meets all KPI’s including adherence to the communication plan, call quality metrics, student satisfaction, and student retention rates. They will be accountable for both group and one to one coaching and development sessions. The Associate Director will use the tools and technology available to them to effectively manage a team, ensuring morale and engagement remain high. They will also work closely with the Associate Director of Retention Management to ensure there is a flow of communication between the two groups. The two will work collaboratively to ensure student issues are resolved, forecasting is accurate, and information flows seamlessly to and from the Academic Partner.


  • Specific duties and responsibilities include, but are not limited to, the following:
  • Supervise, develop, train, coach, mentor and lead a team of Student Support Specialists
  • Monitor calls and emails and provide weekly coaching sessions to positively impact service levels
  • Review all reports available to ensure KPI’s are being adhered to and work with team members as needed for improvement
  • Assess system data and work with team members to determine the best engagement strategy to maximize retention
  • Monitor data reports to be sure team members are effectively responding to early alerts and managing student data
  • Complete weekly retention and performance reports for the Director of Student Support Services
  • Monitor communication data to ensure issues are being logged and resolved within a reasonable timeframe
  • Work with Associate Director of Retention Management on annual budgeting and weekly forecasting
  • Use available tools and technology to create a strong culture and connection with your team
  • Participate in meetings with the Academic Partner as requested by the AD of Retention Management
  • Quickly identify performance issues and as needed create performance development plans and proceed through disciplinary process
  • Review student satisfaction data to identify areas of opportunity and develop plan for improvement
  • Monitor current and forecasted Student Support Specialist to student ratios to ensure the right staffing levels are maintained
  • Work collaboratively with fellow AD’s to share best practices, discuss challenges and ensure there is consistency across the teams
  • Is innovative and takes ownership for driving new innovations with the team
  • Work with the Director of the Student Support Services to develop competitions or specific initiatives to drive results for a given term
  • Create a strong culture and morale within the Student Support Specialist team that limits unnecessary attrition
  • Work with other key functional departments to strategize and improve results



  • Master’s Degree preferred
  • Minimum of 3 years experience managing a team
  • Proven ability to drive performance
  • Strong track record of coaching and developing a team
  • Previous higher education preferred
  • Ability to work effectively across teams
  • Excellent oral and written communication skills

Supervisory Responsibilities

  • Responsible for a team of 10-15 Coaches

Pearson Canada is committed to providing accommodation for persons with disabilities. If you require accommodation, we will work with you to meet your needs.

Primary Location: CA-ON-Toronto

Job: Learning Delivery

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jun 3, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1808044

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.