ISSA Hiring for Director Student Success – REMOTE at Phoenix, AZ Full Time

This is a remote role based out of Arizona.

ISSA is the world leader in fitness education, connecting people all over the world to the power of healthy living. We have certified over 400,000 trainers in 174 countries, and the number is growing. Want to be a part of the team that is making this happen? Check out this opportunity to be a key contributor as a Sr Manager for our Student Success Team.

What’s The Job?

Every ISSA student is motivated to help people on their health and wellness journeys. Our top priority is to ensure that our students have the support needed for a successful and amazing experience throughout their educational experience with ISSA. As the Student Success Sr. Manager, you will provide daily direction and oversight in support of the Student Success team members including processes, training, performance, product adoption, growth, value, and development so that ISSA’s students have the best possible experience with ISSA – starting immediately upon enrollment.

You will be responsible for leading the Student Success functions with fellow professionals that succeed through collaboration, grit, and constant learning. You will be accountable for the student experience post-sale, including educational support, student call campaigns, coaching, and other student needs. As the department leader, you will be key in streamlining processes, developing knowledge resources, deploying performance scorecards and processes, and ensuring effective team development is in place.

You will do this by:
Guiding and Developing Team Leaders to Ensure Student Engagement and Retention: Establishing practices that ensure daily oversight, review and monitoring of student success tasks, tickets, calls and outcomes. Aligning team performance with organizational strategy that results in student completion and retention.

Creating a Culture that is Focused on Student Satisfaction and Quality: Leading the teams through the development and implementation of a structured approach to quality, accuracy and student satisfactions.

Establish a Continuous Improvement Mindset: Developing the team leaders and members to build upon the skills needed for Process Creation, Process Improvement and Problem Solving. Expand the maturity of the team so that all members have a sense of curiosity, willingness to dig into the details, be agile, offer and execute on solutions and have entrepreneurial spirit. Providing leadership while also contributing to improving the team’s ability to deliver the best experience in the most balanced, efficient and scalable way.

What is ISSA Looking For?

We expect our team to be effective relationship-builders with a laser focus on providing exceptional service. We are tenacious and resilient in our pursuit of personal and professional success, but also know how to have fun. And for this Sr Manager role, we are also seeking:

High School diploma or GED

Minimum of 5 years of Senior or Director level leadership in a student or customer service call center environment (sales experience a plus)

Experience with call center/customer service start-up or transformation

Proficient in deploying and utilizing call center technology (dialer, live chat, email, text, WFM)

Strong leadership and demonstrated ability to develop team members

Demonstrated ability to develop and improve processes with minimal information

Comfortable with ambiguity and a fast- growing, ever-changing landscape

Proficient with Excel and/or Google Sheets

Knowledge of NCCPT and Smart Fitness material, a plus

Excellent communication skills, both verbal and written

Strong understanding of KPI’s and leading indicators

Anything else? Absolutely!

ISSA is a place where every day we are inspired by our teammates, encouraging each other to be our best. The environment is relaxed, friendly and upbeat! And we feel it’s important to reward our team with competitive pay and benefits. Here are some of the highlights:

Free certifications. Who wants to be their best self? WE DO! As an ISSA team member, you have access to all of our certifications…at no expense! Additionally, you’ll receive exclusive discounts on leading products in the fitness industry. Cool, right?

Work Life Synergy. Our Core Team members have 4 weeks of PTO. If you join ISSA as a People Leader you get 5 weeks of PTO and our Directors and Above have Discretionary Time Off! All PTO is front loaded, so you don’t have to wait to use it. And everyone at ISSA gets 8 paid national holidays every year! Work hard, play hard!

Parental Time Off. We support our team members as they grow their families! Once you qualify for FMLA, you are eligible to receive up to 6 weeks of paid paternity time to bond with a new child.

Medical, Dental, and Vision Insurance. A key component to living a healthy lifestyle is having access to the care we (and our families) need. We offer 2 medical insurance plans accompanied by Health Saving Account (HSA) and Flexible Savings Account (FSA) options, as well Dental and Vision coverage. And you don’t have to wait forever! Eligibility begins the 1st of the month after you start.

Team Building. We may be remote, but we don’t have to be alone! We host a monthly schedule of virtual team activities, town halls, weekly gratitude and motivational sessions, and other special events…so many fun ways for us to connect and support one another.

Growth opportunities. When our people grow…we grow! We offer leadership training, development journeys for each role and career path, and many coaching/mentoring opportunities. Constant growth and development is inherent in our culture.

Tools to do the job. We make sure you are hooked up with the tools, equipment and systems you need. We begin the process prior to your start date, so you are ready to rock ‘n roll on your first day. We also provide a monthly work from home allowance!

What else? We have a 401(k) company match and 100% company paid life/AD&D insurance/short term disability. We also offer an employee assistance program to assist with work life concerns (legal, financial, mental health). Our ultimate goal is to support you and your overall wellness.

Transform your career at ISSA!