Sr Manager Support Operations
Sr Manager Support Operations
Udemy is looking for a strategic thinker and seasoned customer programs leader to serve as our Sr. Manager, Support Operations. This is a unique role that blends strategy with operations. The Sr. Manager, Support Operations will be responsible for strengthening and growing existing global support operations and designing and implementing scalable new customer programs, which will drive value for our instructors and students, as well as for Udemy. This person will be responsible for the performance of our technical operations, business insights, quality and training programs. This is a management role. You will be responsible for a team that runs scalable customer support programs across numerous segments and geographies. This critical role is integral to Udemy’s success in Operational Excellence by managing the team that enables optimal performance.
What you'll do:
- Manage and grow a high-performing team to effectively deliver incredible, valuable, and effective programs for Global Customer Operations.
- Work closely with cross-functional teams to ensure seamless customer experiences and appropriate escalation of customer pain points
- Partner with Marketplace Support Operations management on the requests of their team and agree upon the Support Operations team priorities based on impact.
- Test experimental programs to push the envelope on what Customer Support at Udemy might be.
- Gather insights from across your team to present strategic solutions for this scaling global operations team.
- Manage key vendor relationships and participate in the contract negotiation and performance review process.
We're excited about you because you'll have:
- Have done it before. Here, “it”means some combination of leading online support strategy and operations, launching and running customer support operations, and leading beta testing programs. Udemy wants to move quickly on several initiatives in the coming months and years; we believe that a functional leader who’s tackled similar challenges before will allow us to move with both more speed and more confidence. You’ll be able to help us anticipate the opportunities - and challenges - we are likely to face thanks to the benefit of pattern recognition.
- Be a strategic thinker - who gets things done. You must be able to understand what our existing customers (instructors and students) need today and how those needs differ given factors such as customer segment, geography, and language. You are a structured thinker who knows what metrics to track, what questions to ask, what tests to run. And, crucially, you can implement a structured plan to execute on your strategic vision. You must be able to anticipate how our community and support operations programs could - and should - change. You must be able to understand how these changes might affect other parts of Udemy and work cross-functionally to advocate for your vision with other teams, including our Product team.
- Be Empathetic. This means both deep empathy for our diverse customer base as well as our students around the world. It also means being a great people manager, as leading a successful and growing team is a prerequisite for achieving business objectives. And finally, it means anticipating and understanding the needs and points of view of your colleagues in other departments.
- Demonstrate creativity. Udemy is growing, and there’s a lot we haven’t tried. Maintaining the status quo is not what this role is about. We are looking for someone to take our support operations programs to the next level: to strategically and thoughtfully test new ideas.The leader of this team will gain energy from engaging with colleagues across a variety of topics.
- This is a high visibility role with the potential to have a major impact on the experience of Udemy’s customers and Udemy’s business.
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About Udemy
We believe anyone can build the life they imagine through online learning. Today, more than 50 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).
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