Student Success Manager

Job summary

The Student Success Manager will lead the Student Support function by managing team performance, coaching staff, and ensuring high standards of student experience. They will also be responsible for optimizing internal processes, monitoring KPIs, and coordinating cross-departmental support initiatives.

Job details

Student Success Manager – Part-time, Remote A Day in The Life: 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, DevOps, and other departments when Support issues require cross-department involvement. Help develop and execute quarterly Support priorities, KPI targets, and process-improvement initiatives. This Opportunity May Be a Good Fit If You... 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. Our Hiring Process: Our hiring process includes multiple steps. You will progress to each step if we believe there's a good match for both parties. The process includes a review of your application and a face-to-face interview with select members of our team via video conference. How to Apply: Simple. Click "Apply" and fill out the short application form. We will be in touch via email to proceed with your application. Thanks, and we look forward to hearing from you! -- 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.

What you’ll do

The Student Success Manager will lead the Student Support function by managing team performance, coaching staff, and ensuring high standards of student experience. They will also be responsible for optimizing internal processes, monitoring KPIs, and coordinating cross-departmental support initiatives.

Requirements

The ideal candidate should have a strong understanding of BeMo's services and internal processes, along with experience in handling complex student situations. They must be highly organized, data-driven, and capable of managing competing priorities while demonstrating strong leadership and communication skills.

Listed skills

• Time management · Preferred
• Training · Preferred
• Quality assurance · Preferred
• Leadership · Preferred
• Data analysis · Preferred
• Communication · Preferred
• Coaching · Preferred
• Conflict Resolution · Preferred
• Process Improvement · Preferred
• Onboarding · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team Management
• Performance Management
• Coaching
• KPI Analysis
• Quality Assurance
• Process Improvement
• Communication
• Accountability
• Data Analysis
• Conflict Resolution
• Training
• Onboarding
• Strategic Planning
• Time Management
• Leadership
• Student Services
• Professionalism
• Management
• Consulting
• Training And Development
• DevOps
• Sales
• Key Performance Indicators (KPIs)
• Employee Onboarding
• Team Performance Management
• Verbal Communication Skills
• Video Conferencing

Job areas

• Customer Service & Support
• Management & Leadership
• Education
• Consulting
• Student Success Manager
• Technical Support Manager / Supervisor
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists