Operations Manager
at edmentum
United States
Edmentum is the leading provider of K-12 digital curriculum, assessments, and services to 43,000 schools in all 50 states and over 100 countries worldwide. We partner with educators to create instructional technology that is proven, easy-to-use, individualized, and aligned to state standards. Built on a 60-year history of innovation and impact, we believe that when educators succeed, students thrive, everywhere learning occurs.
Position Summary:
The Operations Manager is responsible for working with assigned clients to ensure the success of their implementation from an operational perspective. They contribute to the Customer Success Team, as well as the organization by increasing the likelihood of a client renewal due to solid client relationships and the smooth implementation of their Apex and Edmentum products in their school or district.
Job Responsibilities:
o Project manages all system integration efforts between client systems and the Apex Learning platform.
o Provides recommendations to client and internal stakeholders regarding best integration options around API, LTI, SSO, etc.
o Provides guidelines and next steps, as well as prepare stakeholders for possible concerns with chosen project plan.
o Follows up with stalled initiatives and provides alternate options if limitations are discovered during the process.
o Collaborates with the Customer Success Manager during the sales to services hand off after a new client sale has closed.
o Participates in the client’s implementation meeting to ensure that all appropriate operational decisions have been explained and finalized.
o Technical requirements to run Apex Learning Products successfully
o Organizational classroom settings
o Program organizational set up
o Integration options planning
o Executes the operational decisions made on behalf of the client in the Apex Learning Management systems.
o Ensures the client needs are served through monitoring and regular communication with internal and client stakeholders for implementation of integrations.
o Monitors ongoing client success via the reporting suite to ensure that client usage is appropriate and that their students are experiencing success as the client launches their programs utilizing Apex Learning products.
o Escalation/Action Plan: Reviews client implementation key metrics and determines issues that should be escalated to all appropriate stakeholders. Upon verification of an issue, creates a case to manage and monitor progress towards determined improvement.
o Mid-Year and End of Year Reviews: Works in conjunction with Account Executives (AE) and Implementation Success Managers (ISM) to compile data for mid-year and end of year reviews. Collaborates with the AE and ISM to determine the appropriate metrics to help clients understand their product utilization from a variety of perspectives. Responsible for ensuring that the AE and ISM understands all information provided.
o Plays a key role in all advanced data needs and works with other internal teams to develop custom reports when warranted.
o Works with clients and support to perform ongoing troubleshooting and ensures that all issues are resolved that may come up throughout the year.
o Works closely with the assigned ISM to ensure client success.
o Collaborates with other Client Operations Managers to ensure consistent responses are given to clients and internal teams.
o Other duties as assigned.
Job Qualifications and Requirements:
o Ability to work collaboratively across the organization to garner support and accomplish objectives
o Problem-solving and organizational skills
o Results oriented with detailed follow-through
o Demonstrated ability to multi-task, organize and refine processes
o Strong verbal and written communication skills
o Ability to evaluate, plan, execute and deliver
o Understands the importance of Student Data Privacy
o Regular and predictable attendance.
Education and/or Experience:
o Bachelor’s Degree (B.A.) from four-year college or university, or in progress; or equivalent combination of education and experience.
o One year experience in a client facing position preferred.
o Proficient with Microsoft Excel
Supervisory Responsibilities:
This position has no direct supervisory responsibilities.
Edmentum is committed to maintaining a safe and healthy work environment for our employees, vendors, and guests. Our organization will comply with all COVID-19 vaccination requirements at a site or facility that requires all employees and contractors who will be performing services. The CDC defines fully vaccinated as being two weeks after the second dose of a two-dose COVID-19 Vaccine or two weeks after the single dose of a one-dose vaccine.
Edmentum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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)
Edmentum’s notice regarding the collection of personal information from interested candidates is available here