Manager, Product Support

3 months ago

Cape Town, South Africa 2U Full time

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 Manager of Product Support is a critical member of the 24/7 Global Support Leadership Team. This position is responsible for leading our Tier 1 Product Support team, providing high quality customer and technical support for both learners and instructors across multiple 2U products.

**Responsibilities Include, But Are Not Limited To**:
People Management and Staff Development (40%)
- Effectively manage direct reports, including hiring, onboarding, and developing team members for professional growth and to achieve team goals and metrics.
- Set clear performance expectations and provide regular feedback. Address any performance concerns proactively and maintain detailed documentation.
- Engage comfortably in difficult performance feedback conversations, understanding the overall impact to the team's performance.
- Proactively coach and mentor team members to reach goals while maintaining a positive working environment.
- Consistently prioritize direct reports' development through both formal and informal one-on-one career conversations, ensuring understanding of personal and professional career aspirations of each direct report.

Operations Management (40%)
- Manage day-to-day operations including managing scheduling, attendance, workflow management, and delegation of responsibilities.
- Monitor and assess staff to ensure a quality and accuracy of work and report workflow issues and trends to broader team and leadership.
- Use efficient organizational systems to track direct reports' work, measure outcomes, and hold them accountable for meeting individual metrics and deadlines.
- Identify and implement data-driven initiatives and enhanced processes to increase team efficiency and customer satisfaction.
- Ensure all client concerns are addressed in a timely manner, including the following: events, ticketing issues, requests, questions, and training opportunities; handle escalations as needed.

Cross-functional Collaboration (20%)
- Collaborate with other Global Support leaders to establish strategic goals and prioritize initiatives.
- Liaise with cross-functional internal stakeholders
- Address questions and escalated issues from team members, internal teams, and partners to ensure appropriate resolution and communication.
- Proactively communicate with leadership, team members, and relevant stakeholders to ensure alignment and shared vision.

**Things That Should Be In Your Background**:

- Bachelor's degree required.
- 5 years of leadership experience in a technical or customer contact center environment is required.
- Experience in management of a geographically diversified team is highly desirable.
- Strong attention to detail, decision making, and problem solving skills
- Effective mentoring and coaching skills
- Ability to motivate a team to achieve defined results, and exceed goals and objectives.
- Experience working effectively with all levels of management
- Experience with both with Mac & Windows operating systems

**Other Attributes That Will Help You In This Role**:

- A successful history of working with offshore 3rd party staff
- Experience working effectively with all levels of management
- Effective data analysis and interpretation skills

**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, cult

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