Cengage Group
Overview
We believe in the power and joy of learning. At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Our culture values diversity, engagement, and discovery. Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-diversity/ About Cengage Group and the role of Client Operations Manager: The Client Operations Manager will work to manage and deliver talent pipeline services to new and existing corporate clients, guiding new corporate clients through post-contract onboarding and managing client success and service delivery through the contract lifecycle. Success is defined by delivering exceptional talent pipeline and upskilling services, growing client relationships, and providing performance data vital for the sales team to expand our business. The role also includes analyzing and improving organizational processes and driving quality, productivity, and efficiency.
Responsibilities
Manage several corporate clients and the talent pipeline and upskilling services delivered to them. Oversee all phases of the talent pipeline lifecycle – onboarding, design and process development for each client, proactive client contact at strategic intervals, technical support, regular reporting, and quarterly progress sessions. Develop and implement operational policies and procedures related to candidate applications, enrollment, and persistence through train-to-hire programs for placement with corporate clients; handle applicant outreach, communications, and success through the recruitment funnel. Develop and implement enrollment, persistence and certification policies for upskilling trainees identified by corporate clients; support communications, reporting, and success. Analyze operational processes and performance data to identify opportunities for improvement. Lead and direct operations teams to achieve business targets, including student/candidate tracking and client reporting data and metrics. Prepare trainees for referral to clients for interview and on-site training. Collaborate cross-functionally with internal departments and external clients to achieve goals. Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students. Coordinate forecasting and ensure timely client communication and operational needs are met; establish scalable processes for client success and growth. Manage related procurement and resource allocation. Identify and address problems and opportunities for the business; provide data and support to management as needed.
Skills You'll Need
Basic: BA/BS or equivalent work experience with a proven, detail-oriented track record. Minimum of four years in operations, talent acquisition, client services or related detail-oriented and customer-focused work. Value and appreciate diversity of thought; able to work with diverse audiences internally and externally. Flexible and adaptable to change. High energy with strong written and verbal communication skills. Ability to interact professionally with Vice Presidents and Director level staff within clients. Customer-focused mentality in work with candidates, trainees, and clients. Comfortable using technology for routine tasks and product demonstrations. Excellent organizational and time management skills. Proficiency in PC and Microsoft Office; Salesforce experience is a plus. Ability to monitor and evaluate operational data. Preferred: Professional B2B/customer success experience (3 years strongly desired). Experience working with adult learners and non-traditional students. Ability to be a strong partner within and outside one’s own department. Understanding of client relations/partnership management and how to work efficiently with external partnerships. Driven to succeed with a customer success mindset.
Cengage Group is committed to working with broad talent pools and to providing reasonable accommodations for qualified individuals with disabilities during the job application process. If you are an applicant with a disability and require accommodation, please contact accommodations.ta@cengage.com or +1 (617)289-7917. About Cengage Group Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content and integrated digital platforms. We serve higher education, workforce skills, secondary education, English language teaching, and research markets worldwide. Through scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education. Compensation The base pay range is provided below. Individual base pay may vary based on schedule, qualifications, experience, internal equity, and location. Sales roles may include incentive compensation beyond base pay. Range: $58,300.00 - $75,750.00 USD. Cengage Group is committed to equal opportunity and to providing a welcoming and inclusive workplace. We acknowledge there has been targeted recruitment scam activity; Cengage will interview candidates via live in-person meetings, phone calls, or video calls before an offer is extended. Ensure communications originate from an @cengage.com email address. Disclaimer Warning: Be aware there has been an increase in targeted recruitment scams falsely offering jobs on behalf of Cengage Group. Cengage will interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, verify communications come from an @cengage.com address.
#J-18808-Ljbffr
We believe in the power and joy of learning. At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Our culture values diversity, engagement, and discovery. Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-diversity/ About Cengage Group and the role of Client Operations Manager: The Client Operations Manager will work to manage and deliver talent pipeline services to new and existing corporate clients, guiding new corporate clients through post-contract onboarding and managing client success and service delivery through the contract lifecycle. Success is defined by delivering exceptional talent pipeline and upskilling services, growing client relationships, and providing performance data vital for the sales team to expand our business. The role also includes analyzing and improving organizational processes and driving quality, productivity, and efficiency.
Responsibilities
Manage several corporate clients and the talent pipeline and upskilling services delivered to them. Oversee all phases of the talent pipeline lifecycle – onboarding, design and process development for each client, proactive client contact at strategic intervals, technical support, regular reporting, and quarterly progress sessions. Develop and implement operational policies and procedures related to candidate applications, enrollment, and persistence through train-to-hire programs for placement with corporate clients; handle applicant outreach, communications, and success through the recruitment funnel. Develop and implement enrollment, persistence and certification policies for upskilling trainees identified by corporate clients; support communications, reporting, and success. Analyze operational processes and performance data to identify opportunities for improvement. Lead and direct operations teams to achieve business targets, including student/candidate tracking and client reporting data and metrics. Prepare trainees for referral to clients for interview and on-site training. Collaborate cross-functionally with internal departments and external clients to achieve goals. Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students. Coordinate forecasting and ensure timely client communication and operational needs are met; establish scalable processes for client success and growth. Manage related procurement and resource allocation. Identify and address problems and opportunities for the business; provide data and support to management as needed.
Skills You'll Need
Basic: BA/BS or equivalent work experience with a proven, detail-oriented track record. Minimum of four years in operations, talent acquisition, client services or related detail-oriented and customer-focused work. Value and appreciate diversity of thought; able to work with diverse audiences internally and externally. Flexible and adaptable to change. High energy with strong written and verbal communication skills. Ability to interact professionally with Vice Presidents and Director level staff within clients. Customer-focused mentality in work with candidates, trainees, and clients. Comfortable using technology for routine tasks and product demonstrations. Excellent organizational and time management skills. Proficiency in PC and Microsoft Office; Salesforce experience is a plus. Ability to monitor and evaluate operational data. Preferred: Professional B2B/customer success experience (3 years strongly desired). Experience working with adult learners and non-traditional students. Ability to be a strong partner within and outside one’s own department. Understanding of client relations/partnership management and how to work efficiently with external partnerships. Driven to succeed with a customer success mindset.
Cengage Group is committed to working with broad talent pools and to providing reasonable accommodations for qualified individuals with disabilities during the job application process. If you are an applicant with a disability and require accommodation, please contact accommodations.ta@cengage.com or +1 (617)289-7917. About Cengage Group Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content and integrated digital platforms. We serve higher education, workforce skills, secondary education, English language teaching, and research markets worldwide. Through scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education. Compensation The base pay range is provided below. Individual base pay may vary based on schedule, qualifications, experience, internal equity, and location. Sales roles may include incentive compensation beyond base pay. Range: $58,300.00 - $75,750.00 USD. Cengage Group is committed to equal opportunity and to providing a welcoming and inclusive workplace. We acknowledge there has been targeted recruitment scam activity; Cengage will interview candidates via live in-person meetings, phone calls, or video calls before an offer is extended. Ensure communications originate from an @cengage.com email address. Disclaimer Warning: Be aware there has been an increase in targeted recruitment scams falsely offering jobs on behalf of Cengage Group. Cengage will interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, verify communications come from an @cengage.com address.
#J-18808-Ljbffr