Vice President of Customer Service at Udemy

| San Francisco
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ABOUT THE ROLE:
Today Udemy relies on over 120 people around the world to provide support to our global customer base: more than 40 million students, 50,000 instructors, and 4,000 corporate customers. We are looking for a seasoned customer experience leader and stellar manager to take our global customer operations to the next level. You would manage our Customer Support and Trust and Safety teams and report to an SVP or C-Level member of our executive team.

Here’s what you’ll be doing:

  • Defining the mission, vision, strategy, and roadmap for creating a world-class customer support team delivering stellar customer experiences efficiently - and then executing against these plans every day.
  • Leveraging process and technology to improve the efficiency of our global support teams.
  • Building a strong global team, including creating career paths, managing burnout, and developing a framework for a global vendor strategy.
  • Serving as the voice of the customer internally, driving awareness of user pain points and partnering cross-functionally to develop comprehensive solutions.
  • Improving the accuracy and actionability of our data infrastructure; managing the creation of dashboards and reporting of progress against key metrics to Udemy’s executive team.
  • Being professionally paranoid, and architecting a system to keep us one step ahead of bad guys, tackling complex and challenging problems such as fraud and piracy.
  • Managing the Trust and Safety function, including the development, review, and refinement of policies and practices in partnership with our Marketing, Product, and Legal teams.

We're excited about you because you have:

  • You’ve done it before. You’ve either built a world-class customer experience team or had a front seat in an organization that did. You have a strong background in customer research and analytics techniques, customer strategy, process improvement, and performance management. Bonus points if that experience took place in an e-commerce business.
  • You are action-oriented. You have a demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum and energy. You set aggressive goals and advocate to obtain the resources your team needs to meet them.
  • You are data-driven. You have a deep understanding of the primary metrics that a customer experience should be monitoring, what levers influence those metrics, and how those metrics might vary given Udemy’s business. When you close your eyes, you can picture the dashboard that you use to run this team.
  • You are empathetic. You will lead a team of people around the world providing services to people around the world. You want to empower your team members and help them grow within the team and the company. 
  • You think globally. You have managed large BPOs and know when and how to effectively integrate third-party vendors into support strategy and operations. You have experience in the context of a global business and understand the implications that operating globally has on factors like vendor strategy, content localization, etc.
  • You have designed and installed Customer Service Systems. Given our high volumes and global presence, tools and processes are essential to Udemy’s ability to deliver high quality customer support efficiently. You can help us evaluate what our toolkit should be and advocate for the resources needed to effectively implement this toolkit. You are a structured thinker who can help the team think about where improved processes are the right answer. 
  • You have experience managing T&S. Understanding how customer support and trust and safety are similar—and different—will be an asset in making you a more effective owner of a holistic customer experience team. Experience managing an anti-fraud function a plus.
  • You have familiarity with issues related to user-generated content. Udemy’s educational content is instructor-generated and thus generates intellectual property issues. Knowledge of industry standard processes for handling copyright challenges (DMCA) is a plus. The ability to streamline these processes will be important in your role
  • You’ve managed through ambiguity. Udemy is growing quickly. Some days that will mean excitement. Some days it will mean confusion. Some days it will mean both. You understand this and you are able to drive the agenda to continue to scale and execute and you are able to lead a team through change with an entrepreneurial mindset.
  • You have D2C and B2B experience. Udemy is both a D2C and a B2B business. Understanding what is similar—and different—about providing customer support in both contexts will serve you well.
  • Experience managing an anti-fraud function a plus. You have familiarity with issues related to user privacy.

#LI-ES1
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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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • HiveDatabases
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

SOMA

An Insider's view of Udemy

How would you describe the company’s work-life balance?

I’ve been really impressed by the work-life balance at Udemy. Each team has the freedom to choose a schedule and system that works for them. Everyone is committed to the success of their team and Udemy as a whole, and this flexibility and trust enables each of us to work in a way that helps maximize our impact.

Katie

Full Stack Web Development Software Engineer, Instructor Loyalty

How do you collaborate with other teams in the company?

As a member of the Marketing Efficiency Decision Science team, I help determine how Udemy can invest money efficiently. We partner with all levels of the Marketing and Finance teams to align our goals and drive implementation. We also work with the Data Products and platform team to ensure we utilize the most robust models and architecture.

Silvia

Data Scientist II

How does the company support your career growth?

Udemy provides me with daily opportunities to grow as an engineer. My manager genuinely cares about my career plan and professional growth. In every project that we’ve chosen for me to work on, I had the chance to improve my weaknesses and demonstrate my strengths. It is so important to feel valued at work, and Udemy has been doing a great job.

Duygu

Senior Staff Engineer

How do you make yourself accessible to the rest of the team?

My philosophy goes beyond normally scheduled one-on-ones, which I regard as simply guaranteed check points. I have a truly “interrupt me anytime” policy, so my staff feels comfortable enough to talk with me at any moment. My team is my work-family and, as with my own family, it is a top priority for me to be there to support them.

Justin

Senior Data Science Manager

What are Udemy Perks + Benefits

Culture
Intracompany committees
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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