Education Operations Coordinator

7 months ago

Cape Town, South Africa HyperionDev Full time

**ABOUT US**:
HyperionDev is one of the largest providers of accelerated tech education in EMEA and one of the oldest providers of 'coding bootcamps' in the world. We work with top universities such as Imperial College London, The London School of Economics, The University of Edinburgh, and Stellenbosch University to deliver structured technical courses and bootcamps that accelerate people into fulfilling tech careers. We have been recognised as one of the top education technology scaleups in the world and gained the financial backing of Meta (previously Facebook) which recognised us as the most socially impactful startup operating in Africa, where we initially started our work.

We are dedicated to closing the global tech skills gap and we achieve this by integrating tech education with human mentorship and expert code review powered by a workforce in Southern Africa, which lowers the cost of an accessible education in technology. This model has been successful, allowing us to reach millions of learners a year from over 60 countries. We have also partnered with government bodies such as the UK's Department for Education who provide scholarships for students to study on our bootcamps and gain employment at companies such as AstraZeneca and the United Kingdom's National Health Service (NHS).

We're backed by nearly 2000 investors, having raised the largest crowdfunding round of funding for an edtech company in history. As a primarily bootstrapped, profitable, and scale up tech business join us as we play our part in making the world a more stable, safer, and fair place.

**ABOUT THE ROLE**:
We are looking for a reliable and organised Education Operations Coordinator to assist with the management of daily logistics, planning, system maintenance and education operations.

An Operations Coordinator responsibilities include helping The Education Operations run smoothly and ensuring that deadlines, plans for key milestones (Including but not limited to Academic Scheduling) or anything related gets accomplished on time with no issues.

***:
**RESPONSIBILITIES**:
**Student Onboarding**:

- You will be responsible for managing the logistics and delivery of onboarding sessions for all bootcamp cohorts. This will include coordinating with team members, preparing training materials, and ensuring that all sessions run smoothly.

**Project Coordination**:

- You will work closely with many Student Support team, and cross functional, to ensure overall planning and execution is seamless.
- Schedule department planning, workload and capacity.
- Facilitate process implementation and maintenance.
- Represent Student Success Ops within the product to drive any changes or fixes required to the student experience
- Ultimately, you will work in a support role and oversee many coordination and administrative tasks as needed to support the student support journey.

**Ticket management**

**Reporting and monitoring KPIs**:

- Analyse operational data and key performance indicators (KPIs) and provide reports to senior management for informed decision-making.
- Monitor key operational KPIs, such as query resolution times, service level agreements (SLAs), grading deadlines, etc.

**Process and Policy**:

- Create and maintain documentation for all processes related to the delivery of the learning experience.
- Research regulation for policy creation and updates.
- Facilitating training: Train employees on operational processes to ensure they have the necessary skills to perform their roles effectively.
- Coordination of Student escalation process (complaints and compliments) and ensure that the process to resolution is followed.

**REQUIREMENTS**:

- Minimum:_
- 3-5 years of previous operational experience.
- 3+ Years of online education industry experience
- Experience working in a startup environment or similar fast-paced, dynamic environment.
- Strong project management, collaboration and teamwork skills
- Demonstrated ability to lead and implement process improvements.
- Experience working with cross-functional teams, such as admissions, education, delivery, product, and engineering.
- Excellent communication and interpersonal skills.
- Strong project management and organisational skills.
- Ability to work under pressure and manage competing priorities.
- Preferred_
- Knowledge of relevant software tools and platforms, such as project management software, Google Suite and Zendesk.
- Good time management, prioritisation and multitasking abilities
- Excellent interpersonal skills to build strong relationships with colleagues
- Effective communication, including speaking, writing and active listening
- Able to give and receive feedback and constructive criticism from a variety of channels
- Great strategic planning and problem-solving skills
- Methodical about analysing processes and systems to fully understand their functions
- Proactive research skills used in seeking out opportunities to advance and improve the organisation

**BENE

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