Senior Central Operations 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 world’s leading online learning platform, 2U powers more than 4,000 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 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

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 you’re 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 we’ve 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: [email protected].

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 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.

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 world’s 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 we're not stopping there — we're 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 edX.org.

Learn more at https://2u.com/careers/

#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. 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.