Senior Central Operations Support at 2U

What We’re Looking For:

• The Sr Central Operations Support is responsible for the administrative tasks for various needs and functional areas within 2U’s short course, boot camp, and graduate degree programs. 
• They are accountable for ensuring prospect/student-level CRM data is up-to-date, accurately transferred between systems, and internal tickets are resolved according to individual and team-level KPIs.
• The Sr Central Operations support report to the Central Operations Manager, and will provide administrative support to a range of domestic and international graduate programmes and short courses
• The Sr Central Operations support works closely with the Central Operations Manager to run and/or support daily standup meetings by pulling data directly from the team’s JIRA ticketing system to help assign workload based on bandwidth and systems access. They serves as the gatekeeper and assigner for all tickets. They also manage the team’s schedule and ensure that a proper handoff process is in place at all times.
• Sr Central Operations supports the Central Operations Manager in defining and refining processes through research and training, and is responsible for ensuring effective roll-out and adherence to team processes. They work closely with the manager to produce monthly globally-available reporting. 
• The Sr Central Operations support regularly seeks out feedback from members across all three (Degree, short course, boot camp) business lines who submit tickets to ensure processes are tight and service levels are at their max. 
• In the role of Sr Central Operations support they will be responsible for continued JIRA tickets along with taking the lead for additional senior level tasks and projects.

Responsibilities Include, But Are Not Limited To:

• Manages the intake and assignment of all tickets submitted to the Enterprise Operations Service Desk 
• Assists with reporting on team performance via creation and management of JIRA dashboard tools and other feedback/assessment tools 
• Responsible for completing JIRA Project tickets in collaboration with team
• Provides assessment of critical ticket situations and determines when escalation is required 
• Assist with occasional presentation team huddles across the division 
• Responsible for the onboarding and training of new team members
• Assist manager with updating training resources and SOP guidelines
• Create materials and host quarterly, trainings around team best practices or general team-wide coaching/training opportunities 
• Oversee and provide quality assurance for communication and interactions with internal customers - report regularly to Manager and Sr. Manager on findings and progress
• Continually monitors team processes and training guides to ensure all materials are up-to-date and compliant
• May be required to act as 2IC when Manager is on PTO

Things That Should Be In Your Background:

• Minimum 1-2 years’ experience working in an administrative support role in addition to experience in a service-oriented, customer support or related field
• A proven track record of achieving measurable results