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Manager Service Operations


Job ID 43978BR Date posted 09/05/2019 Institution Walden University City Minneapolis

GENERAL SUMMARY:


The Service & Operations Manager oversees the daily operations of a customer service team that provides front line customer and technical support, and is responsible for improving the online service model each quarter via email, phone, and live chat.



ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Supervise and manage a team of customer service professionals.
  • Create customer service strategies that can be implemented, measured, and tracked.
  • Work with other teams to ensure great service delivery form the entire organization.
  • Take on front line customer support duties and manage operations of the business to ensure a successful term start.
  • Trouble shoot skills and knowledge of web browsers, Internet connections, and email applications.

EDUCATION and/or EXPERIENCE:

  • Bachelor's Degree required.
  • Master's Degree a plus.
  • Mid level management experience
  • Excellent customer service skills and knowledge with 3 to 5 years of related experience
  • Experience working in an organization that has both academic and business a plus
  • Excellent project management skills
  • Thrives in a working environment that is fast paced and constantly changing
  • Basic knowledge and understanding of database applications
  • Intermediate knowledge of eLearning software platforms
  • Advance Microsoft Office Suite skills
  • Intermediate knowledge about web-based technologies and Macintosh as well as PC systems
  • Some travel required at least 25%
  • Ability to work on some weekends
Equal Employment Opportunity
Our goal is to have a diverse workforce that is representative of our students and our communities. Laureate is an equal opportunity employer committed to hiring based upon merit. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform with or without reasonable accommodations. We do not discriminate on the basis of sex, race, color, religion, age, national origin, physical or mental disability, pregnancy, genetic information, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
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