Manager, Product Support

At 2U we are all in on purpose. We are motivated by our mission to eliminate the back row in education and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX the worlds leading online learning platform 2U powers more than 4000 online higher education offerings from free courses to full degrees. Together with more than 230 colleges universities and corporate partners we are helping to unlock human potential.

What Were Looking For:

The Manager of Product Support is a critical member of the 24/7 Global Support Leadership Team. This position is responsible for leading our Tier 1 Product Support team providing high quality customer and technical support for both learners and instructors across multiple 2U products.

This position will be responsible for collaborating and executing a plan which includes the hiring training and development of technical and customer support representatives and scalable 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.

Responsibilities 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 teams 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 other Global Support leaders to establish strategic goals and prioritize initiatives.
• Liaise with cross-functional internal stakeholders
• Address 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:

• Bachelors degree required.
• 5 years of leadership experience in a technical or customer contact center environment is required.
• Experience with Contact Center/CRM applications (e.g Five9 Salesforce)
• Experience in management of a geographically diversified team is highly desirable.
• Experience with implementing & providing service to multiple clients with phone email chat & self-help channels is required.
• Strong attention to detail decision making and problem solving skills
• Effective mentoring and coaching skills
• Ability to motivate a team to achieve defined results and exceed goals and objectives.
• Experience working effectively with all levels of management
• Experience with both with Mac & Windows operating systems

Other Attributes That Will Help You In This Role:

• A successful history of working with offshore 3rd party staff
• Experience working effectively with all levels of management
• Effective data analysis and interpretation skills

Benefits & Culture

Our global employee base is a diverse collection of innovators dreamers and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose and that life at 2U should be fun and meaningful. If youre excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education then join us and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time ZA benefits include:

• 2 complimentary Getsmarter short courses per year
• Subsidised medical aid with Discovery Health Medical Scheme
• 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
• Employee Assistance Program (EAP)
• Generous leave policy including time off to volunteer for non-profit organization study leave sports leave and a company-wide festive season break

2U Diversity and Inclusion Statement

At 2U we are committed to building and sustaining a culture of belonging respect and inclusion. We are proud of the steps weve taken to bring together an employee base that embodies diverse walks of life ideas genders ages races cultures sexual orientations abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different as well as by how we are alike.

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations please reach out to us at: .

About 2U LLC.

For more than a decade 2U LLC. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX a leading global online learning platform 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges universities and corporations. Our people and technology are powering more than 4000 digital education offerings from free courses to full degrees and helping unlock human potential. To learn more: visit .

About edX

edX is the education movement for restless learners and a leading global online learning platform from 2U LLC. Together with the majority of the worlds top-ranked universities and industry-leading companies we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers from free courses to full degrees. And were not stopping there were relentlessly pursuing our vision of a world where every learner can access education to unlock their potential without the barriers of cost or location. Learn more at .

Learn more at
#NoBackRow

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. 2Us equal opportunity policy applies to all terms and conditions of employment including but not limited to recruiting hiring training promotion job benefits and pay.