Manager, Online Technical Support - Evening

Company: 2U
Location: Somerville
Posted on: June 17, 2022

Job Description:

What We're Looking For:The Manager of Online Technical Support is a critical member of the Online Technical Support leadership team and part of 2U's Solution Center team. This position is responsible for co-leading the Online Technical Support Team consisting of both Full and Part-time staff, providing Tier 1 top technical customer support to students and faculty via the phone, email, chat.This position will be responsible for both developing and executing a scalable growth plan, which includes the hiring, training, and development of technical customer support representatives, scalable systems and processes for the department. Individuals in this role will collaborate with other internal support teams to ensure a consistent support experience. The Manager has responsibility for managing overall contact channels and internal systems on a department-wide basis. The successful manager will seek and apply knowledge of the most current technology, serve as a liaison to both internal and external customers, and lead and participate in special projects as assigned by leadership.Schedule: Tuesday - Saturday 5:00pm-1:30am ESTResponsibilities 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.Engage comfortably in difficult performance feedback conversations, understanding the overall impact to the team's performance.Proactively coach and mentor team members to reach goals while maintaining a positive working environment.Consistently prioritize direct reports' development through both formal and informal one-on-one career conversations, ensuring understanding of personal and professional career aspirations of each direct report.Operations Management
Manage day-to-day operations including managing scheduling, attendance, workflow management, and delegation of responsibilities.Monitor and assess staff to ensure a quality and accuracy of work and report workflow issues and trends to broader team and leadership.Use efficient organizational systems to track direct reports' work, measure outcomes, and hold them accountable for meeting individual metrics and deadlines.Identify and implement data-driven initiatives and enhanced processes to increase team efficiency and customer satisfaction. Ensure all client concerns are addressed in a timely manner, including the following: events, ticketing issues, requests, questions, and training opportunities; handle escalations as needed.Cross-functional Collaboration
Collaborate with Online Technical Support leadership team to establish strategic goals and prioritize initiatives. Liaise with cross-functional internal stakeholdersAddress questions and escalated issues from team members, internal teams, and partners to ensure appropriate resolution and communication.Proactively communicate with leadership, team members, and relevant stakeholders to ensure alignment and shared vision.Things That Should Be In Your Background:Bachelor's degree required.5 years of leadership experience in a technical/contact center environment is required.Experience in management of a large, geographically diversified team is highly desirable.Experience with implementing & providing service to multiple clients with phone, email, chat, & self-help channels is required.Experience with a shared-services resource model is highly desirable.Excellent computer and software skills (Salesforce, Microsoft Office, Google Docs is required.Strong current Mac & Windows knowledge is requiredEffective data analysis and interpretation skillsStrong attention to detail, decision making, and problem solving skillsEffective mentoring and coaching skillsAbility to motivate a team to achieve defined results, and exceed goals and objectivesAbout 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 coverageLife insurance, disability and 401(k)Unlimited snacks and drinksGenerous paid leave policies including unlimited PTOAdditional time off benefits include: volunteer days, parental leave, and a company-wide winter breakIn Colorado, the anticipated base salary for this role is$69,000 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, Somerville , Manager, Online Technical Support - Evening, IT / Software / Systems , Somerville, Massachusetts