Operations Manager
Education at Work
Seasonal Operations Manager
Education at Work
full-time
Posted on:
Location Type: Office
Location: Tempe • Arizona • 🇺🇸 United States
Visit company websiteSalary
💰 $75,000 - $85,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
- Partner across teams to manage new program launches with strong design, readiness, risk mitigation, and seamless transition to ongoing operations.
- Leverage data, partner feedback, and stakeholder insights to identify opportunities that enhance experience, improve efficiency, and minimize cost, business, or compliance risks.
- Build subject matter expertise to design effective end-to-end processes, maintain accurate documentation, resolve escalations through root cause analysis, and influence program design.
- Manage performance of 8–12 Customer Service Supervisors and a workforce of 200+ agents, ensuring KPIs, revenue, productivity, schedule adherence, and retention goals are met.
- Provide ongoing coaching, feedback, and performance evaluations for Supervisors, addressing quality, productivity, and attendance while supporting their professional growth.
- Build and maintain strong client relationships through clear communication, proactive issue resolution, and balanced focus on service excellence and fiscal responsibility.
- Conduct daily huddles and weekly meetings with Supervisors to align priorities, recognize achievements, and foster a motivated, high-performing culture.
- Partner with Student Success team in interviewing and selecting candidates, ensuring a strong pipeline of student and staff talent.
- Recommend and implement strategies to improve efficiency, reduce costs, and increase revenue, leveraging data to analyze trends and customer needs.
- Oversee scheduling, staffing, and workload management in partnership with Workforce Management to ensure service levels are met.
- Collaborate with HR to ensure adherence to policies, procedures, and performance standards connected to attendance, conduct, and Tuition Assistance eligibility.
- Serve as a subject matter expert on EAW’s mission, tuition assistance program, and student value proposition, supporting student agents through their development journey.
- Contribute to leadership meetings, performance reviews, and presentation development, driving organizational priorities and outcomes
Requirements
- Bachelor’s degree in a related field or equivalent professional experience.
- Minimum 5 years of proven leadership in a call center or customer service environment.
- Demonstrated ability to lead, coach, and motivate large teams to achieve high performance.
- Skilled in reporting, analyzing results, and driving continuous improvement initiatives.
- Strong track record of managing stakeholders, optimizing processes, and successfully implementing change in complex, fast-paced environments.
- Excellent analytical and problem-solving skills with sound decision-making and attention to detail.
- Effective influencer and thought leader with the ability to manage multiple priorities and projects simultaneously.
- Exceptional collaboration skills, with experience working across diverse teams and time zones to achieve results.
- Strong written and verbal communication skills, including the ability to present confidently to senior leaders and negotiate effectively.
- Commitment to confidentiality and protection of sensitive information, including PII.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisroot cause analysisperformance managementKPI managementcontinuous improvementreportingprocess optimizationstaffing managementworkload managementcoaching
Soft skills
leadershipteam motivationcollaborationcommunicationproblem-solvinginfluencingdecision-makingattention to detailproject managementconfidentiality
