Client Operations Manager

🇺🇸 Remote - US

🕑 Full-Time

💰 $71,000 - $99,700

💻 Other

🗓️ May 21st, 2023

Salesforce Five9 SAP
Company: Wiley Professional Learning
Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

About the Role:
Want a casual work environment filled with energy, creativity, and a fast pace? Enjoy the benefits of working for a large organization while maintaining the fun and creativity typically found only in a small company!

We’re looking for curious and collaborative people to join our growing team. The Professional Learning team (division of John Wiley & Sons) creates products and services to help people become more effective in their workplace and achieve career success. Our products include Everything DiSC, The Five Behaviors, and PXT Select, and we go to market through an Authorized Partner network of over 3,000 trainers, coaches, and consultants who use our branded solutions to bring value to their trusted advisor relationships within organizations.

How you will make an impact:
The Partner Operations Manager’s mission is to drive the efficiency and effectiveness of our Partner Operations and Success functions, using scalable systems and processes that boost customer satisfaction. This key role will use data to gain insights that inform functional decision-making. The Partner Operations Manager provides support and guidance to our Partner Success and Operations professionals, helping them leverage the systems, reporting tools, and processes they need to be successful in supporting our Partners. This role manages a team of professionals who are responsible for orders, billing, annual renewals, contracts, rights, and permissions.

  • Managing and developing the Partner Operations Team
  • Overseeing the Partner Operations work, supporting daily operations to ensure orders and other operational work are completed accurately and on-time
  • Collaborating with other departments to resolve system issues that ensure team members can access the systems they need to do their jobs
  • Acting as a liaison between the Partner Teams and internal teams to improve systems and resolve challenges
  • Working closely with internal departments such as Partner Success, Business Operations, Education, Technology, and Corporate Customer Service to roll out new systems, enhancements and programs.
  • Training team members on systems, creating SOPs, and ensuring teams are equipped to use new technology and processes
  • Increasing the efficiency of existing processes to enhance the teams’ capacity
  • Refining and maintaining operational metrics
  • Analyzing and visualizing data to inform decision-making
  • Overseeing annual Partner renewal process

About you
  • Leader with stellar emotional intelligence, relationship-building, and communication skills
  • Proven team player with a strong customer focus
  • Self-starter who can handle multiple priorities at the same time  
  • Passion for managing projects and developing scalable processes
  • Critical thinker with outstanding analytical and problem-solving abilities
  • Detail-oriented, and can weigh details against the bigger picture
  • Nimble and adaptable to fast-paced, changing environments
  • Superior proficiency with technology, with eagerness to identify, learn, and implement new systems

What we look for (Required):
  • 3+ years' experience in customer operations management
  • 3+ years’ people management experience; proven ability to manage, motivate, and develop teams and individuals
  • 2+ years’ experience delivering customer service
  • Proven experience collaborating with cross-functional teams and managing cross-functional projects to completion
  • Deep knowledge of common customer service tools and practices
  • Track record of business process improvement
  • Four-year college degree preferred
  • Expert in Microsoft Office (especially Excel, Power Point)
  • Salesforce, Five9, SAP, PowerBI experience 
  • Experience in a growth-oriented SaaS company 

About Wiley:
Enabling Discovery, Powering Education, Shaping Workforces. 
We clear the way for seekers of knowledge: illuminating the path forward for research and education, tearing down barriers to society’s advancement, and giving seekers the help they need to turn their steps into strides. 

Wiley may have been founded over two centuries ago, but our secret to success remains the same: our people. We are willing to challenge the status quo, move the needle, and be innovative. Wiley’s headquarters are in Hoboken, New Jersey, with operations across the globe in more than 40 countries. 

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. This range represents Wiley’s good faith and reasonable estimate of the base pay for this role at the time of posting. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies

Location/Division: United States
Job Requisition: R2300626
Remote Location: No 
Time Type: Full Time 
US Target Base Pay Range:  $71,000 - $99,700