Customer Experience Operations Manager

Washington, DC, United States

Customer Experience Operations Manager

Graduate School USA

The Customer Experience Operations Manager is responsible for the operations, processes and outcomes of the Customer Experience department that are cross-functional. In addition, this position oversees the staffing and technical support for virtual instructor-led training sessions, data and database management, and reporting. The Manager is focused on continuous improvement and developing better ways to run the department, solve root cause issues that drive incoming customer contacts and optimize instructor training, onboarding and class delivery. The Manager is accountable for delivering an exceptional customer experience, while constantly growing enrollments and the profitability.

This position reports to the Sr. Director of Customer Experience (CX) and will supervise, motivate, and coach at least four full-time, three part-time, and five seasonal on-call employees directly and others indirectly in a matrixed fashion.

Responsibilities :

Technical Support for Virtual Instructor-Led Training (40%)

Manage and provide daily supervision over a team of Virtual Classroom Assistants.

Manage and investigate technology complaints and issues by performing root-cause analysis. Develop and implement measures to prevent or reduce repeat occurrences.

Develop and employ methods to assess and track instructors' skills and ability to effectively facilitate training on virtual platforms. Partners with other functional areas to develop and deliver training as required.

Work with Classroom Support and IT to develop and maintain a repository of technical issues and successful resolutions per platform.

Coordinate staff training and provide troubleshooting assistance using technology tools like SharePoint, Teams, Higher Reach, and Excel.

Lead or assist with special projects designed to support operational enhancements, identify operational deficiencies, and other ad hoc projects or business initiatives to support the delivery of GSUSA training programs.

Manage staffing and adequately trained group of Virtual Classroom Assistants

Continuously develop and monitor instructor training and technical onboarding to enhance technical skills and build independence.

Data, Database Management, and Reporting (35%)

Serve as the Zoom, Microsoft Teams, and SharePoint Administrator.

Maintain OSD SharePoint and Teams sites. Maintain all custom lists that support OSD's Training Information Management Systems (TIMS). Develop and maintain user permissions.

Maintain and manage all controlled documents and data files in a central repository. Manage a document change process for OSD class notifications, training delivery templates, SOPs, and other controlled documents. In collaboration with program managers, perform reviews of training delivery templates to ensure compliance and alignment with policy and existing SOPs. Work with management to coordinate feedback from cross-functional teams to drive continual operational improvement and business continuity.

Prepare and maintain GSUSA's Weekly Training Schedules. In addition, prepare daily and weekly interdepartmental reports.

Department Operations Management (25%)

Own the operations aspect for the CX Department when the operations involve cross functional CX Teams.

Develop and implement methods to document and review operational issues to identify trends. Assist with root cause analysis. Participate in remediation plans and implementation. Develop process enhancement activities and monitor progress toward resolutions.

Actively and routinely identify methods to reduce waste and delivery costs, maximize operational efficiency, and improve customer outcomes.

Conduct periodic review of processes and work towards improvement.

Create, manage and report on OSD team operational metrics.

Performs other duties as assigned.

Knowledge, Skills & Abilities :

Must have intermediate skills using Office 365 applications.

Must have the ability to master a variety of systems and databases.

Must be able to work in a deadline-driven environment, handling multiple tasks while maintaining quality and accuracy.

Must have the ability to adapt to constantly changing priorities.

Must be able to provide excellent customer service and solve problems to ensure a seamless customer experience.

Must have a keen attention to detail and accuracy.

Must be able to analyze and present data using Microsoft Excel.

Must be able to interact with people at all levels with tact and diplomacy.

Must have strong verbal and written communication skills and be able to generate professional and effective business correspondence.

Requirements/Education:

Bachelor's Degree (Preferred)

Three or more years of experience in data analysis, data collection, operations, or other relevant experience is required.

Experience managing and developing people

About Us:

Located in Washington, DC, Graduate School USA is a leading provider of professional development and training courses for the federal government, serving organizations and individuals with programs designed to support organizational missions, career and occupational development, and the personal ambitions of adult learners. GSUSA’s courses and programs are delivered by instructors with real-world government experience, including customized training solutions, distance education, and leadership training.

Graduate School USA is proud to be an Equal Opportunity Employer. We are dedicated to supporting and encouraging diversity in the workplace. We commit that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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