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  • Posted: Oct 27, 2021
    Deadline: Not specified
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    Eliminating the back row in higher education is not just a metaphorits our mission. For more than a decade, 2U, Inc., a global leader in education technology, has been a trusted partner and brand steward of great universities. We build, deliver, and support more than 250 digital and in-person educational offerings, including graduate degrees, professional...
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    Junior CRM Operations Analyst

    What We’re Looking For:

    The CRM Operations Analyst is responsible for the workflows of the customer facing teams with the primary goal of delighting our customers throughout their purchasing and post-purchase journey. 

    This role involves optimising and troubleshooting the technologies that are involved in responding to customer requests and ensuring that the teams who answer customers are working as efficiently as possible by identifying and implementing automation opportunities. These technologies include CRM, Contact Centre, Live Chat, Call Scheduling, the Online Learning Campus and any new tools that are added to our suite of customer communication channels. 

    The CRM Operations Analyst will need to establish and maintain strong relationships with stakeholders across multiple departments, as well as external vendors in order to be successful in the role. They will work closely with the customer facing advisors and leadership to better understand where processes are causing poor customer experiences or inefficiencies. They will also work closely with the technology teams to brief in, prioritise and test requirements that require development. 

    A smaller component of this role includes selecting and onboarding new technology vendors from time to time when the business decides to implement new customer communication channels based on market research.

    Responsibilities Include, But Are Not Limited To:

    • Accountable for improving all aspects of customer interactions through current channels and implementing new interaction capabilities via emerging channels of communication. This includes briefing in clear technical requirements to the Customer Operations team in Systems and Tech and testing of the solution.

    • Ongoing maintenance and management of Salesforce (CRM) and integrated tools, which include our Live Chat tool, Scheduling Tool and Contact Centre / telephony system. This involves keeping the documented related policies and operational procedures for each communication channel up to date, as well as being responsible for updates to settings and resolution of maintenance issues that arise.

    • Manage SLA variance and standard deviation thresholds for customer requests on the associated communication channels and work in collaboration with the student engagement leadership to maintain these. This includes monitoring the most extreme exceptions such as lead loss and performing root cause analysis on these items. It also includes weekly monitoring of customer communication SLAs such as the answer rate for inbound calls, our honour rate for customers who request a call.

    • Responsible for leading the identification, selection, implementation and expansion of enterprise customer engagement technologies that integrate with the CRM to help deliver high quality customer service and grow revenue through increased sales and repeat sales.

    Things That Should Be In Your Background:

    • Minimum 3 years of experience in internet, technology, retail or online education.

    • BA/BS in Business, Operations, Computer Science or equivalent.

    • Strong analytical skills, excellent attention to detail and good business judgement.

    • Strong oral and written English language communication skills.

    • Experience working with CRMs (Salesforce advantageous).

    • Proven ability to work in a fast-paced environment and dealing with ambiguity.

    Other Attributes That Will Help You In This Role:

    • Good problem solving skills.

    • Analytical, strategic and logical thinker.

    • Time management, discipline, accountability, self-motivation and eagerness to learn.

    • Ability to communicate technical concepts to non-technical audience.

    • Ability to understand business requirements and translate to technical solutions.

    • Ability to work well under pressure.

    • Ability to collaborate effectively and work as part of a team as well as on your own.

    • Attention to Detail.

    • This person should be an analytically driven team player, with excellent attention to detail and a keen business sense who wants to explore customer experience improvement opportunities on behalf of the Student Engagement division.

    About 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 Statement

    2U is an Equal Opportunity Employer that is committed to diversity and inclusion. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.

    Why It’s Great to Work at 2U

    2U Cape Town offers a high-energy work environment that’s both challenging and fun. We work hard, but our offices are casual and social places. We wear jeans to work and fuel brainstorming sessions with coffee from our in-house barista. We have other in-house perks like subsidised healthy meals, a gym with free yoga sessions and social events all year round. We celebrate special milestones like birthdays and workaversaries, truly showing that #RelationshipsMatter.

    Benefits

    2U Cape Town offers a comprehensive benefits package:

    • 2 complimentary Getsmarter short courses per year

    • Subsidised medical aid with Discovery

    • 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 organizations

    Note: 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. 

    go to method of application »

    Central Academic Support Manager

    What We’re Looking For:

    2U partners with leading universities to offer Boot Camp programs in Web Development, Data Analytics, Financial Technology, and Cybersecurity. Our platform combines a market-driven curriculum, robust career services, and a multinational community of universities, instructors, and employers to prepare adult learners for careers in the digital economy.

    Our programs have been in existence since 2015, and since then, we've launched an additional 300 classes across the globe. We have hired more than 1,900 Instructors and Teaching Assistants to support our students.

    As a Central Academic Support Manager, the primary goal is to manage the efficiency of our central teams that support our Boot Camp students & classrooms. You will be in charge of expanding a Central Support team in Cape Town for a division based in the United States, building teams that provide academic and administrative support to a global student Boot Camp population.

    Responsibilities Include, But Are Not Limited To:

    • Work closely with international leadership to stand up new teams in Cape Town.

    • Train, manage, and develop Central Support team members who provide academic and administrative support to our Boot Camp students.

    • Work with Management & Subject Matter Experts to implement processes for increased student support and satisfaction.

    • Assist with escalations and provide support for Central Academic Support team members.

    • Perform quality assurance for Central Academic Support team members.

    • Communicate between stakeholders in the United States and Cape Town to ensure teams stay aligned on goals, expectations, and operational logistics.

    Things That Should Be In Your Background:

    • Minimum of 5 years of work experience in Customer Service.

    • Minimum of 3 years of experience with managing teams.

    • Experience handling escalations in a customer service environment.

    Other Attributes That Will Help You In This Role:

    • A positive attitude and empathetic personality.

    • Experience with technical systems and computer programming nice to have, but not necessary.

    About 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 Statement

    2U is an Equal Opportunity Employer that is committed to diversity and inclusion. Applicants from the previously disadvantaged groups and people with disabilities will be given preference.

    Why It’s Great to Work at 2U

    2U Cape Town offers a high-energy work environment that’s both challenging and fun. We work hard, but our offices are casual and social places. We wear jeans to work and fuel brainstorming sessions with coffee from our in-house barista. We have other in-house perks like subsidised healthy meals, a gym with free yoga sessions and social events all year round. We celebrate special milestones like birthdays and workaversaries, truly showing that #RelationshipsMatter.

    Benefits

    2U Cape Town offers a comprehensive benefits package:

    • 2 complimentary Getsmarter short courses per year

    • Subsidised medical aid with Discovery

    • 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 organizations

    Note: 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. 

    Method of Application

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