Senior Manager Services, edX
edX, to coach and manage a high-performing team of partner and learner support agents in a fast-paced and rapidly changing environment. Responsibilities include day-to-day operations, goal setting, career development, performance management, and career growth of Cambridge and remote team members; ensuring that team members meet stated first response SLAs, drive toward faster case resolution, and maintain and improve CSAT; working with cross functional teams and leadership to help define support services for new products; proactively identifying areas for innovation and improvement within the partner and learner support teams; analyzing customer and performance data to make informed decisions about operational and procedural changes; spotting trends based on feedback collected via support incidents and sharing back edX product delivery teams; driving the team towards improving self-service resources required to scale support operations; and identifying ways to remove impediments to building, running, and taking high quality courses based on ticket trends.
The position is ideal for results-oriented, data-driven support manager who has experience launching new products and managing staff at organization headquarters, remote staff, and offshore third party staff.
REQUIRED: at least five years’ support team leadership and direct management experience; technical competence and a desire to dive deeply into the product; ability to communicate technical concepts to non-technical stakeholders; experience working effectively with all levels of management; experience handling sensitive customer escalations; familiarity with remote or international teams; and experience planning for, launching, and supporting new products and features. Seek a strong systems-thinker who has a proven track record of scaling processes.
MIT is an equal employment opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, ancestry, or national or ethnic origin.