Coursera was launched in 2012 by two Stanford Computer Science professors, Andrew Ng and Daphne Koller, with a mission to provide universal access to world-class learning. It is now one of the largest online learning platforms in the world, with 82 million registered learners as of March 31, 2021. Coursera partners with over 200 leading university and industry partners to offer a broad catalog of content and credentials, including Guided Projects, courses, Specializations, certificates, and bachelor’s and master’s degrees. More than 6,000 institutions have used Coursera to upskill and reskill their employees, citizens, and students, including in high-demand fields such as data science, technology, and business. Coursera became a B Corp in February 2021.
The Services team works to empower learners, partners, and enterprise customers to achieve their goals on Coursera. The team is made up of 5 sub-teams: Enterprise Services, Learner Services, Partner Services, Program Management, and Teaching & Learning. We help learners succeed by implementing innovative systems and processes that solve problems. We also develop best practices and technical expertise to enable our partners to create high quality content. As strong advocates for the Coursera community, we work to align cross-functional teams and build scalable solutions to continuously improve the Coursera experience. The teams operate globally and have members based out of our Mountain View, New York, Toronto London, Gurgaon, and Abu Dhabi offices.
Job Overview:
As a Manager of India Operations Center, you will be responsible for managing a key strategic initiative for the company. As our business rapidly grows, the Operations Center will become the services backbone, supporting key workflows for all services teams across the globe. In addition, the team will become a regional hub to service our growing business in APAC and especially in India. The team will be brand new and will build on the success of other colocated India operations. This is a chance to have a highly visible and strategic role for a rapidly growing global company.
Responsibilities:
- Hire and manage a team of technical experts who can perform implementations, escalated customer support service operations and business analyses in support of the global services business
- Coordinate operations and tasks with the various global services team leaders to determine the work product and skill requirements for the team
- Develop training plans, performance management processes and metrics to ensure quality output and justifying the growth of the team
- Actively look for ways to improve process efficiencies and effectiveness within the team and work with management to define future growth areas and structure for the team
- Provide performance feedback, and actively drive professional development and career growth for each individual on your team.
Basic Qualifications:
- 3+ years experience in managing and leading teams in a technical environment
- 10+ years of experience in technical operations, customer support or implementation services
- Proven record of building and growing a new team in a global environment
- Demonstrated history in SaaS support, implementation or customer success
- Experience with technical concepts (SSO, API’s, etc)
Preferred Qualifications:
- Detail-oriented with the ability to set priorities and be flexible in a changing environment
- Passion for problem-solving and creative solutions
- Proven sense of customer empathy and customer-centricity
If this opportunity interests you, you might like these courses on Coursera:
Coursera is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at [email protected].
Please review our CCPA Applicant Notice here.
India /
Workplace Services – Workplace Services /
Full-time Exempt
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