Operations Manager (EdTech)
Studocu was founded on the principle that equal access to study notes reduces inequality between students. Today, we make it easy for more than 45+ million students to share notes every month. The product was a rocket ship from day one and has shown strong product-market fit on every continent, making us a key player in the exploding EdTech space.
Ready to embark on an epic adventure? Studocu is on the lookout for a skilled Operations Manager to join our awesome Business & Operations department. As the fearless leader of a team of Operations specialists, you'll be the mastermind behind keeping our daily operations running like a well-oiled machine while we conquer the world with our ambitious expansion plans.
Picture this: you'll be the hero ensuring speed, quality, and operational excellence across the board. We're talking about being at the forefront of the Core Operations team, the crème de la crème, responsible for supporting the structure and top-notch content quality for thousands of universities and schools around the globe.
So, if you're up for a thrilling ride, join us as we revolutionize the way education rocks!
What you'll be doing here:
Overseeing daily operations: managing a team of operations specialists, building and adjusting their schedules, monitoring KPIs, addressing and resolving questions, training and onboarding new awesome team members.
Reporting on your team’s KPIs and ensuring the SLAs are met.
Handling escalations of issues or situations needing a high-level decision.
Recognizing and alerting the Core Operations Manager of unusual (or recurring) problems and trends that your team picks up.
Leading weekly syncs with our Product team to discuss identified bugs and drivers of operational workload.
Researching and implementing automation/improvement opportunities in our operational flows.
Liaise with HR for all management and administrative topics related to your team.
You’ll fully own the KPIs and budget of a growing team.
You’ll scale and structure a hands-on multinational team.
There is a Core Operations Leader to guide you while you keep the autonomy to act on your ideas.
Being at the core of operations you are free to challenge the status quo and generate impactful change for the company.
You will be exposed to work with different functions all across the company.
- Screening call with a recruiter.
- Interview your future manager and your future colleague.
- Assignment to do at home.
- Final assignment interview to wrap up the process.
Professional proficiency in English (both oral and written).
Experience leading a team focused on Customer Service or Operations.
3+ years of experience within the Operations or Customer Service domain.
Strong leadership skills, ability to motivate and inspire a team and keep the morale high.
Proven experience in solving problems using dashboards and data.
Proven experience in implementing lean, simple and scalable solutions iteratively.
Hands-on mindset: next to managing the team, you are ready to jump in and execute/solve cases yourself.
Knowledge of Zendesk is a plus.
Proficiency using a BI tool is a plus (we use Metabase).
Experience launching outsourcing solutions is a plus.
Experience working directly with a Product team is a plus.