Operations Specialist (Remote) Jobs

We believe in the power and joy of learning
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
Our culture values diversity, engagement, and discovery
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-diversity/.
What You'll Do Here
The Operations Specialist will play a vital role by serving as the operational point person who helps develop processes to ensure Ready To Hire students/trainees navigate their online studies and on-site training successfully. This role proactively sets up accounts, monitors student enrollment, progress, implementation of early intervention strategies, and touchpoint processes to increase student persistence, success and completion; and ultimate success in passing the certification exam related to their program of study, when applicable. They will be responsible for all reporting and tracking of marketing and recruitment information.
Responsible for working with students and departments to ensure complete satisfaction including:

• Leverage technology to systematize the student/client employer journey
• Create and enhance procedures/processes used in the student journey from enrollment through retention
• Proactively identifying themes and developing scalable solutions such as updates to standard operating procedures (SOP), knowledgebase, outbound communications, and proposals to adapt policies and guidelines to better meet student needs
• Addressing questions or concerns from students and Instructors
• Completes other duties as assigned
• Conduct outreach to at-risk individuals
• Ensuring processes and flows allow for easy access and enrollment to the program
• Work to ensure high student placement/job outcomes with employer partners
• Work with peers on a team and both internal and external internal team members directly
• Work closely with Ready To Hire team, Instructors and Employer Partners to ensure student's needs are addressed satisfactorily
• Work collaboratively with colleagues to assist with enrollment in training programs, identification of inquiries and issues, student completion and retention rates, and reporting metrics that drive the business
• Assist with reporting for client/employer partners
• Maintaining appropriate documentation of all academic and enrollment documents

Basic
Skills You'll Need Here:

• BA/BS or equivalent work experience and a proven, successful track record in a detail oriented position.
• Minimum of two years of successful operations or customer service experience.
• Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
• High energy and good communication skills both written and verbal.
• Demonstrated understanding of applied computer technology.
• Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
• Comfortable using technology in performing routine job tasks and for product demonstration purposes.
• Highly flexible and adaptable to change.
• Outstanding organizational and time management skills.

Preferred

• Experience working with adult learners and non-traditional students.
• Proficiency in managing relationships within and outside one's own department.
• Driven to succeed and yearning to make impact.

Cengage Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. You may view Cengage’s EEO/Affirmative Action Policy signed by CEO Michael Hansen and Equal Employment Opportunity is the Law notice by visiting their corresponding links.
Cengage Group is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or you may call us at +1 (617) 289-7917.
About Cengage Group
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
Base Pay Range
The full base pay range has been provided for this position. Individual base pay will vary based on qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$39,500.00 - $63,200.00 USD