Mentorship Manager H/F

DESCRIPTION OF THE COMPANY

OpenClassrooms is a mission-driven company that makes education accessible to everyone, everywhere. 🌎

We are the leading online education platform in Europe and Africa, offering fully-accredited online diplomas based on the skills of the future and gathering each month a passionate community of 2 million students from around the world.

We are very proud to be part of the B Corp community (more than 3,500 companies that combine profit and general interest), and to have the Great Place to Work label. OpenClassrooms is also part of the Next40 group for the second consecutive year.

We have recently announced a new fundraising of 80 million dollars. This will help us invest in our product, continue our growth and make education even more accessible across the world!

 

Welcome to the revolution of education! #BecomeFutureProof

Mentors play a central role at OpenClassrooms: they support students 1 on 1 weekly to complete projects through video conference sessions. Mentors are also assessors who review students’ project work and validate whether the target competencies have been acquired. All the work is done and services delivered by mentors and assessors are overseen by the Mentorship Operations team.

The Mentorship Manager has four core areas of responsibilities:

1. Mentor Success: This role has a particular focus on Quality Assurance. Mentors are critical to the success of OpenClassrooms and your main mission is to ensure that mentors are set-up for success. You will create and execute a plan for onboarding and training for mentors. You will also develop training resources that equip mentors to deliver their services successfully and to match the widest range of student needs. Your mentor’s success responsibilities will go from resolving complex support issues to occasional 1-to-1 video conference calls, and facilitating workshops with mentors.

2. Path management: You will be in charge of a selection of OpenClassrooms Paths. This entails closely tracking our business needs and growing community of students and partners to ensure that the mentor’s communities of your Paths develops accordingly. You will not only need to ensure that your Paths are fully staffed with experienced and qualified mentors to support the student as soon as they arrive. You will also ensure the mentors on your paths deliver a high quality of service consistently.

3. Student learning experience: You will ensure that mentors share their knowledge and experience with students to accelerate competency acquisition. It is your responsibility to oversee the work of mentors in helping students have a positive learning experience; achieve learning goals, and get better equipped for the job market. This will involve reporting and KPI management specific to our Employer and Social Programs commitments. These responsibilities may also involve engaging directly with our Employer and Social Program partners.

4. Project management: In addition to your core activities you will be required to lead initiatives and projects that improve mentorship operations and the service delivered to OpenClassrooms students. These projects will focus on one or more of the following: creating a richer learning experience; improving mentor performance; accelerating student progress; collaborating with internal and external stakeholders; and management of cohorts of students funded by strategic partners.

RESPONSIBILITIES

In this role, you will:

  • Facilitate and lead mentor and assessor onboarding (including session checks, providing constructive feedback, etc
  • Develop mentor and assessor training resources and processes
  • Provide second level mentor support on Zendesk for escalated issues (e.g. on courses and project content, assessments, student needs, etc.)
  • Manage mentor performance issues, drive improvements
  • Ensure mentor service delivery adapts to the needs of both students and business stakeholders (Apprenticeship, Employers, Social Programmes)
  • Collaborate closely with the Education & Student Success team for ongoing improvements in content, mentorship, assessment, student experience
  • Lead mentor communications one to one and one to many focused on mentorship, and assessment skills etc
  • Lead initiatives and projects that improve mentorship operations
  • Maintain and develop an excellent overview of the competencies and prerequisites of your Paths
  • Performance analysis for data driven initiatives
  • Manage KPIs and provide reporting on your activities as required

YOU WILL LOVE THIS JOB IF

You appreciate working in a fast paced environment, you have already worked in EdTech and you are passionate about training and supporting people or teams in their daily routine ; leading them to success ! 

 

YOUR BACKGROUND

  • Bachelor’s or Master’s level education in business, marketing or engineering or equivalent work experience
  • 5+ years of professional experience ideally in Training Manager, Talent Manager, Partner Manager, Customer Success roles
  • 3+ years of experience in EdTech or the broader Tech industry
  • Familiarity with standard customer support, CRM and automation tools
  • Great English and French communication skills, both written and verbal (C1 level at the very least in both languages)
  • Excellent people care: listening skills, capacity to identify issues and solving them to ensure outstanding Mentor and Student NPS
  • Excellent interviewing skills
  • Excellent community management skills
  • Capable of driving a variety of activities and projects in parallel with diverse stakeholders
  • Strong understanding of the tech, dev, data, business ecosystems and talent marketplace
  • Detail-oriented, analytical with a data-driven approach
  • Capable of KPI management and impactful reporting for better decision-making
  • Automation mindset: you have a natural tendency to eliminate useless tasks and make business processes simple
  • Ability to interact with both technical and non-technical stakeholders including internal and external partners and clients

 

WHY JOIN US

  • A work environment and a strong culture built on agility, openness, respect and high quality
  • A competitive salary
  • Health insurance (“Mutuelle”) monthly fee entirely paid by OpenClassrooms and remote medical consultations for free
  • Access to professional development training sponsored by OpenClassrooms
  • Pass Navigo entirely paid by OpenClassrooms
  • Meal vouchers (Employer contribution at 60%, the max authorised by law)
  • Access to the gym for free (Gymlib paid by OpenClassrooms)
  • Unlimited days off, and after 1 year at OpenClassrooms, a 1.000€ premium once a year for 15+ days off taken
  • “Remote  First” work policy
  • A company MacBook / PC


HIRING PROCESS

  • The journey starts with a first interview with a member of the Talent Acquisition team
  • Then a videoconference with the Manager of the team you are applying to join
  • This will then be followed by a case study to validate your practical job-related skills 
  • For the very final round, you will meet other team members (Brand & Comms, Learning, Employers & Student Success, Finance…)
  • Finally, you will be asked to provide us with professional references including contact details. 

 

Intrigued? We’d love to hear from you! Apply today — we’re standing by for your resume!

 

Feel free to check our online course How do we work at OpenClassrooms  to get the gist of who we are.

👉 OpenClassrooms is a French hyper-growth company eligible for the French Tech Visa program. That means, for foreign candidates, benefiting from the accelerated procedure to apply for a "Talent Passport" residence permit. There is also a simplified "accompanying family" procedure available for spouse and dependent minor children. More information here

👉 Working at OpenClassrooms means joining a dynamic and stimulating team, take up challenges, meet awesome people every week, and change the world, a little bit, every day!

Or, know someone who would be a perfect fit? Let them know!

OpenClassrooms, Paris

10 Quai de la Charente
75019 Paris Directions hello@openclassrooms.com +(33)1 80 88 80 30

Perks & benefits

  • "Remote First" Policy

    You can work from home and/or from the office

  • Flexible timetables

    Results rather than presence oriented!

  • Medical Insurance

    An excellent health insurance for you and your family

  • Meal vouchers

    Meal vouchers for all working days

  • Free gym subscription

    Unlimited vouchers for sports through Gymlib (France)

  • Travel expenses

    Full coverage of travel expenses and public transportation

  • Unlimited days off

    Unlimited days off and a 1.000€ premium once a year for 15+ days off taken (after one year of seniority)

  • A Macbook / PC and everything you need to be productive

    It includes weekly organic fruit baskets, unlimited tea, coffee, and candies that are offered at the office. If you work remotely, we'll provide you with the necessary equipment (screen, desk, chair, bluetooth headset etc.)

What is it like to work at OpenClassrooms?

 

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