Coursera was launched in 2012 by two Stanford Computer Science professors, Andrew Ng and Daphne Koller, with a mission to provide universal access to world-class learning. It is now one of the largest online learning platforms in the world, with 148 million registered learners as of March 31, 2024.
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Job Overview:
As the Manager of Services Operations Center (SOC), you will be responsible for one of Service’s key strategic initiatives to allow us to continue our high growth efficiently. You will be charged with building and managing a team responsible for consolidating and delivering key functions across the entire services organization, including escalated ticketing, implementations and analyses.
Responsibilities:
Develop the strategy to expand the Services Operations Center and ensure it is helping the Services organization meet its long term growth goals. Work cross functionally across the services organization to locate opportunities to migrate work away from core teams to the SOC.
Hire and manage a team of operations specialists to meet the needs as the company grows.
Develop training plans, performance management processes, and metrics to ensure quality output and justifying the growth of the team.
Develop a consistent pipeline for flexibly hiring and training specialists in predictable time frames.
Actively look for ways to improve process efficiencies and effectiveness within the team in service of creating customer centric implementation methodologies.
Make team decisions guided by policies, procedures and business plans with limited guidance.
Demonstrate strategic thinking and team leadership by owning team OKRs, delivering on them successfully.
Provide performance feedback, and actively drive professional development and career growth for the team and managers.
Basic Qualifications:
5+ years experience in managing and leading services team.
Superior communication skills; ability to communicate and influence upper level management and work cross functionally across multiple teams.
Demonstrated history in process Efficiency, program management and core operations.
Proven record of building and growing a new team in a global environment.
Preferred Qualifications:
Prior experience in Education Technology.
Detail-oriented with the ability to set priorities and be flexible in a changing environment.
Passion for problem-solving and creative solutions.
Proven sense of customer empathy and customer-centricity.
If this opportunity interests you, you might like these courses on Coursera:
Creative Problem Solving
Business Strategy
Influencing People
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