Job description
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:
As Director of Student Operations, you will be responsible for all post-enrollment student services including:
- Lead Student Advisor team: Student advisors are at the center of our support for students in ed2go courses. They provide valuable support for learners to help them complete their courses, earn their certificates from partner schools, and where applicable, pass their certification exams.
- Lead Student Operations: When students need customer service, technical support, payment support and/or completion support, our student advisors work with the students to resolve their issue.
- Scale the organization: As ed2go anticipates continued growth, the use of technology will be an important part of how this team can reach more learners with their services. With support of the technology team, you will craft the technology-enabled workflows of the future, and modernize the ways of working with ed2go and with partner schools.
- Prepare the Student Services team for the future: Student Services will soon support students from new corporate partners, which may require different types of services and service models. The Director will help craft these new models with the leaders in the corporate business and lead the team through these new support models.
Skills you will need here:
- Proven success using technology to deliver more effective and efficient workflows
- Data-driven approach to problem solving, ability to test and iterate
- Strong people leadership skills, with the ability to develop front-line managers and build strong talent bench
- Operationally effective in finding and sustaining efficiency gains while maintaining high levels of service and satisfaction
- Familiarity with SalesForce Service Cloud and Sales Cloud
- 8-10 years in the education or educational publishing industry
Ed2go, part of Cengage Group, has empowered millions of learners looking to improve their skills, get employed, and build a career. With over 2,000 academic partners, a growing roster of corporate customers, and an expanding direct-to-consumer channel, we are looking to significantly accelerate our business to address the global skills gap. Ed2go provides a catalog of more than 1,000 online courses across a wide variety of topics and industries to Continuing Education Departments within US Colleges and Universities. These non-credit offerings enable academic partners to upskill their community, enabling people to return to employment, make career transitions, and increase their earning power!
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
accommodations.ta@cengage.com
or you may call us at +1 (617) 289-7917.
If you are a CA State, CO State, NY State, WA State, or Jersey City, NJ resident, please email
jobpostinginquiries@cengage.com
to receive compensation information for this role. Be sure to include this posting’s job ID in the subject line of the email to help ensure a timely response.
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.
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