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Sr Manager, Technical Support Operations

Company: 2U
Location: Washington
Posted on: May 16, 2022

Job Description:

Job DescriptionWhat We're Looking For:The Senior Manager, Technical Support Operations leads a team of individual contributors who are responsible for operational support, training and quality assurance, and knowledge management on behalf of Technical Support. This individual works directly with Technical Support leadership to ensure a quality end-to-end experience for 2U technical support staff, ultimately ensuring customers have a quality experience. A successful candidate will value and enjoy the challenge of supporting a diverse team, building relationships with multiple stakeholders in a complex organization, and thinking critically about finding opportunities to increase team efficiency and effectiveness. They can successfully balance multiple competing priorities with the agility and willingness to adapt to change, shift course, alter approaches and assume new responsibilities.Responsibilities Include, But Are Not Limited To:

  • People Management and Staff Development
    • Effectively manage direct reports, including hiring, onboarding, and developing team members for professional growth and to achieve team goals and metrics.
    • Set clear performance expectations and provide regular feedback. Address any performance concerns proactively and maintain detailed documentation.
    • Create a culture of inclusion that attracts and retains candidates with diverse backgrounds, experiences, and strengths.
    • Align work to individual team members' unique strengths, experiences, and areas of expertise to create a high-functioning team.
    • Establish a transparent and inclusive culture to emphasize the importance of performance feedback and conflict management to drive successful outcomes.
    • Engage in meaningful coaching conversations that are tailored to individual skill sets and professional goals; challenge direct reports to take calculated risks and expand skill-sets through stretch goals.
    • Operations Management
      • Manage day-to-day operations, processes, and systems to create a seamless experience for 2U Tech Support staff and ultimately 2U customers.
      • Manage communication process during incidents and technical outages, as well as knowledge management, training, and quality assurance on behalf of Technical Support staff
      • Responsible for identifying process and technology improvements to improve customer satisfaction and team efficiency
      • Uses a data-driven approach to identify and advocate for current and future resource needs of the team, creating a comprehensive vision of the positive contributions these resources would have on the team, our partners and the bottom line of the business.
      • Cross-functional Collaboration
        • Collaborate with Solution Center leadership team to establish strategic goals and prioritize initiatives
        • Build rapport and trust with cross-functional internal stakeholders to advocate on behalf of technical support and customer needs, increase team visibility, resolve issues, and implement strategic initiatives.
        • Proactively communicate with leadership, team members, and relevant stakeholders to ensure alignment and shared vision.
        • Represent the broader Technical Support teams in cross-functional meetings and initiatives.Things That Should Be In Your Background:
          • Strong current Mac & Windows knowledge is required
          • Exceptional interpersonal and communication skills with a proven track record of quickly building credibility both internally and externally
          • Effective data analysis and interpretation skills
          • Strong attention to detail, decision making and problem solving skills
          • Ability to bring out other people's potential/talents, successfully motivate and challenge a team of talented and creative people
          • Enthusiasm and the ability to thrive in an atmosphere of constant change.
          • Learning and knowledge sharing: open to new ideas; shares own knowledge; applies knowledge in daily work; builds partnerships for learning and knowledge sharing
          • Ability to fully articulate complex technical solutions to non-technical people in a clear, concise manner
          • Excellent time management skills required
          • Ability to work with a diverse team in a fast-paced environment
          • Sincere desire to work in Educational TechnologyAbout 2U Inc. (NASDAQ: TWOU)2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners. 2U Diversity and Inclusion StatementAt 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same. Benefits & CultureWorking at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.2U offers a comprehensive benefits package:
            • Medical, dental, and vision coverage
            • Life insurance, disability and 401(k)
            • Unlimited snacks and drinks
            • Generous paid leave policies including unlimited PTO
            • Additional time off benefits include: volunteer days, parental leave, and a company-wide winter breakIn Colorado, the anticipated base salary for this role is $90,000 with potential bonus. Note: The final compensation for this position may consider factors including the geographic location where the work is performed (candidate's assigned office) and prior work experience of the candidate.

              To learn more, visit 2U.com. #NoBackRowNote: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans' status, or any other classifications protected by applicable federal, state or local laws. 2U's equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.

Keywords: 2U, Washington DC , Sr Manager, Technical Support Operations, Executive , Washington, DC

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