Operations

• Drive Partner Success: Lead oversight of assigned programs to deliver an exceptional partner experience by meeting key business metrics, ensuring efficient processes, timely execution, and effective issue resolution in collaboration with internal and client teams.
• Lead Program Launches: Partner across teams to manage new program launches with strong design, readiness, risk mitigation, and seamless transition to ongoing operations.
• Optimize Performance: Leverage data, partner feedback, and stakeholder insights to identify opportunities that enhance experience, improve efficiency, and minimize cost, business, or compliance risks.
• Develop Expertise: Build subject matter expertise within your program or channel to design effective end-to-end processes, maintain accurate documentation, resolve escalations through root cause analysis, and influence future program design that promotes standardization and compliance.
• Lead Daily Operations: Manage the performance of 8–12 Customer Service Supervisors and a workforce of 200+ agents, ensuring KPIs, revenue, productivity, schedule adherence, and retention goals are consistently achieved.
• Coach & Develop Leaders: Provide ongoing coaching, feedback, and performance evaluations for Supervisors, addressing quality, productivity, and attendance while supporting their professional growth.
• Enhance Client Partnerships: Build and maintain strong client relationships through clear communication, proactive issue resolution, and a balanced focus on service excellence and fiscal responsibility.
• Drive Team Engagement: Conduct daily huddles and weekly meetings with Supervisors to align on priorities, recognize achievements, and foster a motivated, high-performing culture.
• Recruit & Onboard Talent: Partner with EAW’s Student Success team in interviewing and selecting candidates, ensuring a strong pipeline of student and staff talent.
• Manage Workforce Performance: Oversee scheduling, staffing, and workload management in partnership with Workforce Management, ensuring service levels are consistently met.
• Promote Compliance & Consistency: Collaborate with HR to ensure adherence to policies, procedures, and performance standards connected to attendance, conduct, and Tuition Assistance eligibility.
• Champion EAW’s Mission: Serve as a subject matter expert on EAW’s mission, tuition assistance program, and student value proposition, supporting student agents through their development journey.
• Lead Strategic Initiatives: Contribute to leadership meetings, performance reviews, and presentation development, driving organizational priorities and outcomes.

Operations Manager

Operations Coordinator

Regional Operations Manager – Final Mile