Operations Manager

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Serve as the main point of contact between Learning Project Managers (for design and implementation) and the Operations team (focused on execution and support).

• Collaborate with Project Managers throughout the phases of program design and implementation to effectively operationalize delivery models, timelines, and resource strategies prior to launch.

• Create structured program handoff plans that include timelines, documentation standards, and knowledge transfer protocols.

• Facilitate planning discussions with clients and internally, highlighting the operational implications of program design and delivery choices.

• Develop and uphold operational governance frameworks that enable scalable service delivery.

• Formulate and sustain standardized workflows and documentation for:

• Course intake and request management

• Scheduling and delivery support

• Reporting and communications

• Operational service processes across various programs

• Identify and implement opportunities for workflow streamlining and automation.

• Utilize AI-driven solutions to enhance efficiency, scalability, and user experience within learning operations.

• Ensure uniformity and quality across all operational processes and outputs.

• Lead and oversee a distributed team of Learning Coordinators situated in the US, EMEA, and APAC regions.

• Provide daily guidance, prioritization, coaching, and quality supervision.

• Act as the escalation point for operational challenges and decision-making.

• Anticipate work volumes and spearhead capacity planning activities.

• Effectively balance workload distribution among Learning Coordinators based on program requirements, team capacity, and individual expertise.

• Evaluate operational demand and pinpoint gaps, recommending solutions such as process optimization, workload rebalancing, or additional resources.

• Develop and maintain cross-training and backup coverage strategies to enhance team resilience and ensure service continuity.

• Act as the primary operational contact for client stakeholders.

• Forge and sustain strong client relationships through effective communication and service delivery.

• Collaborate with internal teams to ensure that operational commitments and service-level expectations are met.

• Provide operational insights and recommendations that foster program success and ongoing improvement.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• Over 5 years of experience in Learning Operations, Learning Services, Program Coordination, or a related field.

• Proven experience in leading teams and establishing operational processes.

• Strong client-facing experience with demonstrated stakeholder management skills.

• Experience in streamlining and automating workflows, including leveraging AI solutions to enhance efficiency in learning operations.

• Familiarity with Learning Management Systems (LMS) and Learning Experience Platforms (LXP).

• Ability to connect strategic program design with operational execution and service delivery.

• Strong analytical and problem-solving abilities with a focus on continuous improvement.

• Comfortable navigating ambiguous environments and driving clarity, structure, and execution amidst shifting priorities.

• Excellent verbal and written communication skills.

🏝️ Benefits

• Competitive salary

• Flexible working hours

• Professional development budget

• Home office setup allowance

• Global team events