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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