Online Operations & IT Manager

Please do not call anyone on our team with questions. All inquiries should be directed to Ashley at [email protected]. Thank you for your understanding!

College Essay Guy is looking to hire a full-time Online Operations and IT Manager to join our remote team. In this role, you will oversee our digital platforms, IT infrastructure, and customer support channels. You will work across teams to drive operational improvements, manage and institute best practices, and align with our core values of service, empathy, and integrity. This role requires leadership, strategic cross-functional planning, project management, and hands-on execution with a focus on optimizing systems and processes to enhance employee and customer satisfaction.

→ Key Roles and Responsibilities:

Operations Management & Leadership

• Create and maintain a supportive environment in our small (but mighty) Operations team of three team members with a shared focus on excellence, detail-orientedness, and customer satisfaction.
• Work with leadership and department heads to understand company and departmental goals to inform execution and strategy.
• Lead and facilitate regular team meetings to address operational challenges and plan projects.
• Conduct regular one-on-one meetings with key team members to monitor progress, provide feedback, and support their development in alignment with our departmental goals.
• Oversee the planning, delegation, and review of tasks related to customer support, online operations, and live events.

Customer Support Management

• Manage and oversee our customer support queues, address operational challenges, manage escalations, and manage our full-time Customer Support Specialist.
• Guide team members in handling customer inquiries with empathy and understanding.
• Act as the primary point of contact for team members regarding course or live event policies and support performance within the support team.

Online Courses & Live Events Management

• Oversee our digital course platform, making sure all activities align with our mission of making the college application process transformational.
• Oversee and review course construction projects and build courses as needed.
• Provide feedback on course communications and develop new processes to improve efficiency and consistency.
• Supervise the planning and execution of live events to deliver exceptional participant experiences.

IT, Database, and System Management

• Oversee the maintenance of our one-on-one client dashboard
• Support the services team by attending meetings, tracking communications, and making adjustments based on team and customer needs
• Build and maintain automations and utilization of software needs, including Google Admin Console, Squarespace, DNS & site hosting, Airtable, and Zapier, working closely with developers for maintenance and updates.
• Support the marketing team in managing our various marketing platforms and tools (HubSpot, Mailmunch), managing site forms, and overseeing email list segmentation to optimize our marketing efforts.
• Collaborate with other departments to provide automation support and system resets, contributing to the overall efficiency and effectiveness of the organization.

→ Required Qualifications & Experience

• Located in USA
• Bachelor’s degree
• 2-4+ years of experience in online operations, IT management, or a similar role.
• Experience managing and collaborating with cross-functional teams.
• Strong project management skills with a track record of driving operational improvements.
• Hands-on experience with IT infrastructure, database and software management, and automation tools
• Excellent communication skills, both written and verbal, with the ability to translate technical concepts into actionable strategies.
• Familiarity with marketing platforms and CRM systems (ideally with direct experience using HubSpot, AirTable, & Stacker)
• Ability to manage multiple priorities in a fast-paced environment and manage ambiguity in alignment with College Essay Guy’s values of service, empathy, integrity, and continuous learning.

Salary, Benefits, Start Date

• This is a full-time, salaried position with a range of $75,000 - $100,000, depending on experience
• You’ll enjoy a suite of benefits, including generous and flexible paid time off, health insurance stipend, 401k contribution matching, and more
• Ideal start date is Dec 2, but flexible based on applicants’ availability

Interested? Please read below then follow the steps to apply.

We believe in fostering an inclusive and unbiased hiring environment where talent shines irrespective of demographics. To ensure fair evaluation, we kindly request all applicants to remove their names from their application documents before submission.

By anonymizing application documents, we aim to focus solely on skills, experience, and qualifications, enabling us to select candidates based on merit alone. This approach helps eliminate unconscious bias and promotes equal opportunities for all applicants. We value diversity in our workforce and encourage individuals from all backgrounds to apply. Our commitment to fair recruitment practices ensures that every candidate receives equal consideration based on their abilities and potential to contribute to our team. Thank you for joining us in our efforts to build a more inclusive workplace.

→ To Apply..

• Apply through Wellfound! Include your cover letter in the introduction.
• You can also apply on our website at collegeessayguy.com/careers.
• Applications without a cover letter will not be considered.

Questions? You can email Ashley at [email protected] with questions. Please do not call anyone on our team with questions. All inquiries should be directed to Ashley at [email protected]. Emailed applications will not be considered.

It is humans reviewing your application, so we appreciate your patience while we review all submitted applications. We will follow-up with everyone who applies with an answer!

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College Essay Guy is an equal-opportunity employer that seeks to hire those who represent the diverse communities we serve. All are encouraged to apply. We are a company of humans, our differences are our strengths. We bring all of ourselves to our jobs. That’s what gives us our strength.

Please do not call anyone on our team with questions. All inquiries should be directed to Ashley at [email protected]. Thank you for your understanding!