Education Services Operations Support Manager

Job description

In This Role, Your Responsibilities Will Be: Drives measurable operational improvements. Achieves customer satisfaction and SLA performance goals. Successfully leads global and regional improvement initiatives. Demonstrates strong ownership and execution. Shapes Education Services operational strategy. Delivers measurable business and customer outcomes. Builds highly engaged, high-performing organizations. Leads transformational initiatives with global impact.

Who You Are

A customer-focused leader who drives results through collaboration. A proactive problem solver with a continuous improvement mindset. An effective communicator who influences and engages stakeholders. A people leader who develops teams and fosters accountability. An analytical thinker who uses data to drive decisions.

For This Role, You Will Need

Lead and develop Education Services Support Team (up to 10 direct reports). Ensure operational activities are performed accurately and within agreed SLAs. Manage team performance against productivity, quality, customer satisfaction, and business objectives. Drive continuous improvement initiatives and process optimization efforts. Lead operational projects supporting Education Services strategic priorities. Identify and implement automation opportunities that improve efficiency and customer experience.

Serve as a primary escalation point for customers, stakeholders, and team members. Manage relationships with internal stakeholders and external business partners. Collaborate with workforce planning, quality, finance, customer success, and training delivery teams. Provide reporting, business insights, and recommendations to leadership. Champion customer success and represent Education Services in cross-functional initiatives.

Contribute to hiring, succession planning, workforce planning, and talent development. Develop and document scalable operational processes. Lead change management activities within the team. Represent Education Services Operations in leadership forums and working groups.

Preferred Qualifications

That Set You Apart: Bachelor's degree or equivalent experience. Minimum 5 years of experience in Customer Service, Customer Success, Operations, or related functions. Minimum 2 years of people leadership experience. Proven ability to manage operational teams and improve business performance. Experience leading cross-functional projects. Demonstrated customer success and stakeholder management experience. Strong analytical and problem-solving skills.

Experience identifying and implementing process improvements and automation solutions. Strong presentation and communication skills. Working knowledge of Salesforce.com and operational systems. Strong English communication and presentation skills.

Our Culture & Commitment to You

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact.

We believe diverse teams, working together are key to driving growth and delivering business results.