Vendor Specialist Coursera
Community Operations Mountain View, CA
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.
The Coursera Outsourcing Operations team is responsible for providing the best support to our millions of learners, which is pivotal because it ensures every learner can focus solely on learning. We aim to track, understand and improve student experiences through outside vendors that bring us both efficiency and scale. As our Vendor Specialist, you will be responsible for working with the Operations team on managing our vendors, communicating results, and identifying areas for improvement.
Working with us, you will help create universal access to high-quality education, and make a profound difference to lives and societies around the world.
Play a critical role in building, training, and managing outsource support teams focused on customer support work
Manage vendor relationships with focus on driving key performance indicators including quality metrics, performance service level agreements, insights gathering, and knowledge sharing
Drive strategy and prioritization for transitioning new work to partners and work with stakeholders to effectively launch new outsourcing support programs
Communicate findings with both technical and non-technical internal audiences
Work collaboratively with a growing operations team to understand business requirements, implement new processes, and contribute to ongoing process improvements
3+ years of experience in managing outsourcing and vendor partner relationships in-house
Proven track record of breaking down complex problems and identifying key pain points to deliver business improvements leveraging data
Strong critical thinking and exceptional problem solving skills
Passion for ensuring world class user experience
Exceptional relationship building skills within internal and external teams
Strong technical sense and ability to collaborate with cross-functional groups to produce meaningful results
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