Specialist, Learner Operations Coursera
Coursera is on a mission to bring world-class education to everyone, everywhere, for free. In roughly two years we?ve brought over 600 courses to over 7 million learners worldwide, and we?re just getting started.
Coursera is looking for an experienced operations specialist to join our Community Operations team. The Community Operations Team is responsible for providing excellent support to learners and partners, which is a pivotal part of our company?s long term success. We aim to build engagement with Coursera by developing scaled solutions to the issues people are facing, analyzing top problem areas, and delivering qualitative and quantitative insight into peoples? behavior to the rest of the company. As Specialist of Learner Operations, you will be responsible for driving scaled operations initiatives to ensure learners are delighted with our platform and with their support experience.
Your work will allow our learners to spend more time learning, which is essential to our mission. Together, we will help create universal access to high-quality education, and make a profound difference to lives and societies around the world.
Become an expert in the support experience for learners on Coursera
Troubleshoot to quickly resolve learner issues
Identify trends and develop solutions to optimize team workflows, introduce new workflows, and improve the learner experience
Develop new team techniques and strategies that increase efficiency and deliver a better learner experience using sound analysis and impact metrics to support your positions
Lead end-to-end project plans and ensure on-time delivery of critical initiatives
Solicit, organize, and contextualize product feedback from learners
Drive change and collaborate effectively with a variety of individuals and teams within the company
3+ years of experience in online operations function with a focus on strategic/analytical initiatives
Passionate about creating world-class service experiences that delights learners
Strong critical thinking and exceptional problem solving skills - analysis, design, evaluation, explanation
Strong bias for action and ability to juggle multiple priorities in a fast-paced, dynamic environment
Ability and experience working independently and a track record of taking initiative in uncertain, dynamic environments
Excellent teamwork and interpersonal skills
Knowledge of SQL, basic statistical analysis, and Excel a plus
Foreign language skills also a plus
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