EAW is seeking an Operations Manager to drive daily performance and ensure seamless support across client programs. This role fosters a high-performing culture where students and professional staff thrive through collaboration, accountability, and continuous team development.
The ideal candidate is comfortable in a dynamic, matrixed organization, demonstrates sound judgment, and excels in cross-team communication and compliance. At EAW, we value diversity, recognize innovation, and celebrate growth. If you’re motivated by excellence and inspired to lead teams while making a lasting impact on the student experience, we invite you to join us.
This is a seasonal position with an expected end date of April 30, 2026, or sooner depending on the needs of the organization.
Exempt
Roles and Responsibilities
Drive Partner Success: Lead oversight of assigned programs to deliver an exceptional partner experience by meeting key business metrics, ensuring efficient processes, timely execution, and effective issue resolution in collaboration with internal and client teams.
Lead Program Launches: Partner across teams to manage new program launches with strong design, readiness, risk mitigation, and seamless transition to ongoing operations.
Optimize Performance: Leverage data, partner feedback, and stakeholder insights to identify opportunities that enhance experience, improve efficiency, and minimize cost, business, or compliance risks.
Develop Expertise: Build subject matter expertise within your program or channel to design effective end-to-end processes, maintain accurate documentation, resolve escalations through root cause analysis, and influence future program design that promotes standardization and compliance.
Essential Functions
Lead Daily Operations: Manage the performance of 8–12 Customer Service Supervisors and a workforce of 200+ agents, ensuring KPIs, revenue, productivity, schedule adherence, and retention goals are consistently achieved.
Coach & Develop Leaders: Provide ongoing coaching, feedback, and performance evaluations for Supervisors, addressing quality, productivity, and attendance while supporting their professional growth.
Enhance Client Partnerships: Build and maintain strong client relationships through clear communication, proactive issue resolution, and a balanced focus on service excellence and fiscal responsibility.
Drive Team Engagement: Conduct daily huddles and weekly meetings with Supervisors to align on priorities, recognize achievements, and foster a motivated, high-performing culture.
Recruit & Onboard Talent: Partner with EAW’s Student Success team in interviewing and selecting candidates, ensuring a strong pipeline of student and staff talent.
Optimize Operations: Recommend and implement strategies to improve efficiency, reduce costs, and increase revenue, leveraging data to analyze trends and customer needs.
Manage Workforce Performance: Oversee scheduling, staffing, and workload management in partnership with Workforce Management, ensuring service levels are consistently met.
Promote Compliance & Consistency: Collaborate with HR to ensure adherence to policies, procedures, and performance standards connected to attendance, conduct, and Tuition Assistance eligibility.
Champion EAW’s Mission: Serve as a subject matter expert on EAW’s mission, tuition assistance program, and student value proposition, supporting student agents through their development journey.
Lead Strategic Initiatives: Contribute to leadership meetings, performance reviews, and presentation development, driving organizational priorities and outcomes
Basic Qualifications
Bachelor’s degree in a related field or equivalent professional experience.
Minimum 5 years of proven leadership in a call center or customer service environment.
Demonstrated ability to lead, coach, and motivate large teams to achieve high performance.
Skilled in reporting, analyzing results, and driving continuous improvement initiatives.
Strong track record of managing stakeholders, optimizing processes, and successfully implementing change in complex, fast-paced environments.
Excellent analytical and problem-solving skills with sound decision-making and attention to detail.
Effective influencer and thought leader with the ability to manage multiple priorities and projects simultaneously.
Exceptional collaboration skills, with experience working across diverse teams and time zones to achieve results.
Strong written and verbal communication skills, including the ability to present confidently to senior leaders and negotiate effectively.
Commitment to confidentiality and protection of sensitive information, including PII.
AFFIRMATIVE ACTION PLAN / EQUAL EMPLOYER OPPORTUNITY (AAP/EEO) STATEMENT:
Education at Work (E@W) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, E@W complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EAW expressly prohibits workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of E@W’s employees to perform their job duties may result in discipline up to and including termination of employment.
THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.
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