Student Operations Specialist

** We believe in the power and joy of learning*
* At Cengage, our employees have a direct impact in helping learners around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

** Scope of Duties and Accountabilities*
* Serving as a central operational contact for Student Services, the Student Operations Specialist supports systems, processes, customer concerns, reporting, and efforts to improve continuously. This position collaborates with Student Services teams, Product, Technology, Sales, and external vendors. Together, they identify operational obstacles, address complex challenges, and boost the efficiency and scalability of processes serving students.

The Student Operations Specialist is responsible for investigating operational issues, coordinating cross-functional resolutions, supporting system enhancements, and ensuring business processes align with organizational goals. They bring to bear data, operational knowledge, and critical thinking to identify root causes, recommend solutions, and support initiatives that improve both the student and employee experience.

This role serves as a link between frontline teams and technical collaborators. It helps transform business needs into operational requirements and ensures teams are ready for new processes, system updates, and organizational changes.

** What You'll Do*
* Operational Support & Blocking Issue Management

+ Serve as a point of escalation for complex operational and student-impacting issues requiring cross-functional collaboration.

+ Analyze root causes and coordinate resolution efforts across departments.

+ Partner with internal teams to ensure timely resolution of advanced concerns.

+ Monitor trends and identify recurring issues requiring long-term solutions.

+ Support operational audits, investigations, and special projects as needed.

** Systems, Reporting & Process Support*
* + Support Student Services systems and operational tools, including Salesforce and related platforms, while maintaining operational workflows, forms, and routing processes.

+ Submit, track, test, and validate system enhancements, bug fixes, and process improvements through tools such as Jira and Aha.

+ Partner with Product and Technology teams to communicate operational impacts, business needs, and user feedback, and participate in user acceptance testing (UAT) and operational readiness activities.

+ Monitor operational metrics, analyze data, and support reporting efforts to identify trends, risks, and opportunities for improvement.

+ Identify system and process gaps and recommend solutions that improve efficiency, scalability, and the student experience.

** Process Improvement & Operational Excellence*
* + Analyze existing processes and find opportunities to improve efficiency, scalability, consistency, and automation.

+ Assist in advancing continuous development projects in Student Services.

+ Assist with the development, implementation, and maintenance of operational workflows and procedures.

+ Evaluate operational risks and recommend process enhancements to improve the student experience and reduce manual effort.

+ Participate in automation and operational transformation initiatives.

** Cross-Functional Collaboration*
* + Partner with Student Advising, Registrations, Student Finance, Knowledge Management, Product, Technology, and vendor teams to support operational initiatives.

+ Assist with launches, system implementations, policy updates, and organizational change efforts.

+ Communicate operational impacts and process changes to collaborators.

+ Provide operational expertise and support to internal teams as needed.

** Skills You Will Need Here*
* + Experience in operations, business process support, project coordination, or a related field.

+ Strong analytical and problem-solving abilities with the capacity to determine root causes and suggest solutions.

+ Experience working with CRM platforms, case management systems, or operational tools (Salesforce experience preferred).

+ Ability to manage multiple priorities in a fast-paced environment.

+ Excellent organizational abilities and keen attention to detail.

+ Excellent verbal and written communication skills.

+ Experience collaborating across multiple departments and collaborator groups.

+ Proficiency with Microsoft Office Suite, Google Workspace, PowerBI, and reporting tools.

+ Ability to learn new systems and technologies quickly.

+ Customer-focused approach with a commitment to operational excellence.

** Key Competencies*
* + Operational Excellence

+ Process Improvement

+ Root Cause Analysis

+ Problem Solving

+ Data Analysis & Reporting

+ Project Coordination

+ Cross-Functional Collaboration

+ Collaborator Management

+ Communication

+ Adaptability

+ Continuous Improvement

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are…