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We believe in the power and joy of learning. At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Our culture values diversity, engagement, and discovery. Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see

The Client Operations Manager Will
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client success and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.

Responsibilities
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:

• Manage all phases of the talent pipeline lifecycle—onboarding, process design per client, proactive client outreach at strategic intervals, technical support, regular reporting, and quarterly progress sessions for assigned clients.
• Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through train-to-hire programs; oversee applicant outreach, communications, and success through the recruitment funnel.
• Develop and implement policies for enrollment, persistence and certification for upskilling trainees identified by clients; oversee trainee support, communications, reporting, and success.
• Analyze operational processes and performance data to identify opportunities for improvement.
• Lead operations team to achieve business targets, including student/candidate tracking and client reporting metrics.
• Vet and prepare trainees for referral to clients for interviews and on-site training.
• Collaborate cross-functionally with internal departments and external clients to achieve goals.
• Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
• Liaise with internal teams to ensure forecasting is fulfilled appropriately.
• Ensure operations are cost-effective; respond to clients and students in a timely manner.
• Assist in forecasting requirements, communicate with clients directly, and establish scalable processes to drive client success and growth.
• Oversee related procurement processes and resource allocation.
• Identify and address problems and opportunities for the business; provide data and support to management as needed.

Basic Skills You'll Need Here
BA/BS or equivalent work experience and a validated, successful track record in a detail-oriented position; minimum of four years in operations, talent acquisition, client services, or related roles; ability to work with diverse audiences; high energy and strong written and verbal communication; professional interactions with VP/Director level staff; customer-focused mindset; comfortable with technology; strong organizational and time management skills; proficiency in PC and Microsoft Office; Salesforce experience is a plus.

Preferred Skills
Professional B2B/customer success experience (3 years strongly desired); experience with adult learners and non-traditional students; ability to partner across departments; understanding of client relations/partnership management; driven to succeed with a customer success mindset.

Cengage Group is committed to working with broad talent pools to attract and hire strong and qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable laws. We also provide reasonable accommodations during the job application process. If you require accommodations, please contact ...@cengage.com or +1 (617)###-####.

About Cengage Group
Cengage Group is a global education technology company serving millions of learners, providing affordable, quality digital products and services to equip students with skills to be job ready. We serve higher education, workforce skills, secondary education, English language teaching, and research markets worldwide, with scalable technology including MindTap and Cengage Unlimited.

Compensation
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often include incentive compensation beyond base pay. $58,300.00 - $75,750.00 USD

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales and Business Development

Industries

• E-Learning Providers, Higher Education, and Book and Periodical Publishing

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