Cengage Group

Customer Support

• Monitor & analyze customer support performance and case data including contact volumes, queue performance, resolution rates & quality scores to identify patterns & improvement opportunities.
• Develop & maintain dashboards, reports, and standardized review processes of support metrics; translating insights into practical recommendations.
• Conduct root-cause analyses; revealing trends, performance gaps, escalations, & operational bottlenecks.
• Recommend improvements to call handling, case management, and customer communication based on analytical findings.
• Collaborate with supervisors & trainers to evaluate agent performance using our Support Excellence quality frameworks and rubrics.
• Review recorded phone calls and digital interactions to assess quality, resolution effectiveness, process & policy adherence, and customer sentiment.
• Provide actionable insights informing coaching plans, training opportunities, and performance interventions.
• Identify & recommend improvements for process optimization; streamline workflows, reduce contact drivers, and elevate the customer experience.

Call Center Operations Analyst, Customer Support

Accountant

• Ensure accurate reporting of depository sales and returns in accordance with US GAAP (ASC 606)
• Own the end‑to‑end depository revenue lifecycle, tracing transaction flow across SAP and RAR
• Serve as a key contributor to month‑end close, independently preparing and supporting accruals and adjustments
• Perform perpetual inventory reconciliation for depository locations, investigating quantity and valuation differences
• Align with Finance partners and SAP support teams to resolve issues
• Develop and maintain sales, returns, and reconciliation reporting using Excel, Power Query
• Follow control procedures, maintain audit‑ready documentation

Revenue Accountant

Strategy

• Lead planning and execution of state adoption initiatives, ensuring compliance with all regulations and timelines.
• Use data analytics and market intelligence to inform adoption strategies, prioritize opportunities, and allocate resources effectively.
• Work together with cross-functional groups (Sales, Marketing, Product, Operations) to provide adoption submissions and campaigns that fulfill state requirements.
• Maintain proactive communication with state education agencies and adoption committees to anticipate changes and requirements.
• Collect and analyze adoption-related data, including historical performance, competitor positioning, and state-specific requirements.
• Apply dashboards and reporting tools to monitor adoption progress and guide strategic decisions.
• Transform insights into effective plans that boost adoption success rates and hasten market penetration.
• Leverage AI strategically for decision making, content mapping, and rubric evaluations.
• Coordinate allocation of resources and manage budgets to improve return on investment on adoption campaigns.
• Ensure efficient use of financial and operational resources across state and open-territory initiatives.
• Identify high-potential districts in non-adoption states using data-driven segmentation and prioritization.
• Collaborate with Sales, Marketing, Sales Enablement, and Customer Success on scalable strategies and campaigns to increase engagement and adoption in open territories.
• Integrate digital curriculum solutions into adoption and open-territory strategies as a key differentiator.
• Leverage digital platforms to customize content to align with state-specific standards.
• Collaborate closely with Sales, Marketing, Product, and Operations teams to ensure alignment on priorities, messaging, and prioritization.
• Define and track important metrics such as adoption success rates, market share growth, and revenue performance.

Adoption Strategy Director, K12

Financial Planning and Analysis

• Fully own budgeting, forecasting, and actuals management for five teams within Global Operations
• Maintain accurate headcount forecasting for all groups, particularly those with more volatile and complex rosters, such as Customer/Technical Support
• Serve as a capable and trusted partner to your SVP stakeholders, sharing data and recommendations with confidence and evidence
• Build and maintain financial reporting that brings clear visibility to the financials, allowing for informed decision-making
• Incorporate non-financial metrics into planning and reporting such as customer support call volumes and content titles produced
• Actively identify ways to perform your duties more efficiently, enabling increased workload and impact for the team and company
• Perform ad hoc analysis and special projects as needed
• Bring a positive, collaborative, and supportive energy to Corporate Enabling Finance

FP&A, Business Manager

Product Designer

• Collaborate with product managers, engineers, and researchers to define, design, and deliver intuitive product experiences
• Translate customer needs and business goals into clear, usable, and elegant design solutions
• Create wireframes, prototypes, and high-fidelity designs that communicate ideas effectively across teams
• Contribute to and help evolve our design system for consistency and scalability across products
• Partner with researchers and data analysts to understand user behavior and validate design decisions
• Advocate for accessibility and inclusive design in every deliverable
• Present design work and rationale to cross-functional partners and collaborators with clarity and confidence.

User Experience Designer

Account Manager

• Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
• Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients.
• Be responsible for applicant outreach, communications, and success through the recruitment funnel.
• Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients.
• Be responsible for upskilling trainee support, communications, reporting, and success.
• Analyze operational processes and performance data to find opportunities for improvement.
• Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
• Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
• Work cross functionally with both internal departments and external clients to achieve goals.
• Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
• Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
• Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
• Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
• Be responsible for related procurement processes and coordinate material and resources allocation.
• Identify and address problems and opportunities for the business. Provide data and support to management as needed.

Client Relations Manager

Manager

• Own the global annual and in-year territory planning process across all regions and GTM roles.
• Define and govern global territory principles (segmentation, account assignment, coverage models).
• Lead the global quota-setting process, translating company revenue targets into regional, segment, territory, and rep-level quotas.
• Work with Portfolio teams on account specializations for Solutions teams.
• Lead worldwide sales region and target reviews with Regional VPs and frontline managers.

Global Territory & Quota Planning Manager

Product Marketing

• Own annual and in-year commission plan design for all GTM roles
• Design and govern all incentive mechanics
• Lead the design and deployment of SPIFF programs to drive focus on priority products

GTM Commission Manager

• Lead on financial models, in collaboration with business and finance teams
• Support end-to-end M&A transactions, including due diligence, valuation, development of business case, deal execution and legal documents
• Manage interactions during transaction process with internal working group, external advisors, and seller / target
• Develop and maintain potential acquisition target list
• Support with drafting Investment Memos for Cengage Group executives and Board

Senior Manager, Corporate Development

Account Executive

• Engage in sales call activities to school districts
• Conduct in-person sales consultations with faculty, curriculum directors, and administrators
• Meet or exceed annual sales goals
• Drive new business to develop growth within the territory
• Provide accurate forecasting and sales activity
• Participate in network building opportunities within the territory

K12 Field Sales Consultant, Northern CA

Revenue Operations

• Own end-to-end GTM revenue operations strategy
• Act as a trusted advisor to VP of Revenue Operations and executive leadership on revenue performance
• Build scalable processes and governance to support a growing GTM organization
• Lead the commissions team responsible for sales compensation design
• Own territory design, quota allocation, and capacity planning across all GTM segments
• Lead GTM forecasting processes, ensuring accuracy, consistency, and accountability across the organization
• Oversee the deal pursuit team responsible for supporting complex, high-value, or strategic opportunities
• Lead GTM planning efforts including annual planning, segmentation, coverage models, and execution roadmaps

Senior Director of GTM Revenue Operations

Bilingual

• Provide exceptional customer service by actively listening, empathizing, and responding to customers’ needs.
• Build rapport by communicating with warmth, clarity, and confidence.
• Manage all assigned cases, aiming to shorten response times and minimize learner effort.
• Document all interactions thoroughly and accurately across multiple systems.
• Advocate for customers by addressing concerns thoroughly and guiding them through next steps.

Bilingual Student Advisor – PST Time Zone Required

Consultant

• Conduct sales presentations (in-person, virtual, and pre-recorded) that are engaging, highly focused on digital capabilities, and result in the selection of Cengage School solutions.
• Facilitate training sessions (live, virtual, and pre-recorded) that result in successful implementation of CS products in the K12 math classroom to drive usage of CS digital solutions and improve the learning experience.
• Serve as the digital expert on all platforms, focusing on how our platforms work in the environment that the district is accessing the platform (via district LMS, etc) and apply that expertise to provide first class internal digital training and support with our sales teams.
• Research the industry on an ongoing basis to know what changes may be on the horizon that will impact current and future sales.
• Collaborate with sales teams on State and Local District submissions to ensure all materials are complete and accurate.
• Review correlations, gather information and offer input on competitive analysis in addition to reviewing 3rd party data as needed.
• Integrate, collaborate, and communicate with Regional Managers, Sales Consultants, and the other Content Specialists.
• Maintain a list that reports sales activities and is highly accountable to and for achieving the national sales quota.
• Be a champion/lead for Math so there is a two-directional flow of information and feedback between sales, marketing and product.

National Mathematics Consultant

Content Marketing Manager

• Lead the content and operations function within Milady, through Portfolio, Content & Learning and Production teams.
• Set the strategic vision for subject area portfolios, content development and operational execution, aligned to company goals and market needs.
• Partner with cross-functional Directors of Product, Marketing and Sales to build a comprehensive content and production strategy that enhances customer engagement and drives digital user growth.
• Drive innovation in content strategy and operations, increasing engagement and annual number of learners reached.
• Lead a team of Portfolio managers to deliver market-informed business proposals for all trades programs Milady serves.
• Regularly analyze product and portfolio plans to align forecasting and measurement of progress towards goals; deliver cases for strategic investment.
• Orchestrate multi-channel content operations—from planning, production, distribution, and measurement to optimization.
• Identify new ways to use technology to decrease content creation timelines, ensuring learners always have access to relevant learning experiences.
• Voice of Customer: Lead your teams to apply customer-centric methodology to identify customer problems and validate potential solutions.

Director, Content Strategy – Operations

Sales

• Manage, mentor, and grow a team of Enterprise Account Executives
• Own and complete a revenue strategy for acquiring and growing enterprise accounts
• Build positive relationships with C-level executives
• Coordinate the entire sales process
• Collaborate with marketing, product, and customer success teams