Services Assistant Manager, Quality Relations

Responsibilities

• Support program leadership in overseeing Specialist and Correspondence Specialist teams, including coaching, professional development, and performance management
• Drive operational excellence by monitoring adherence to Standard Operating Procedures (SOPs) and departmental processes
• Analyze KPIs to identify trends, gaps, and opportunities — then translate data into actionable recommendations
• Collaborate cross‑functionally to ensure learners, faculty, and vendors receive seamless, high‑quality support
• Serve as the escalation point for operational and workflow issues — providing timely guidance and resolution
• Lead and support process improvement initiatives, including documentation, training design, and system enhancements
• Develop and deliver training for new hires and existing team members
• Communicate with clarity — keeping stakeholders informed on performance, escalations, and operational updates

Requirements

• Bachelor’s degree from an accredited institution required
• 3–5 years of experience in operational or program management, preferably in education, healthcare, or a related field
• Demonstrated experience supporting multi‑functional teams and implementing operational processes
• Strong analytical and problem‑solving skills, with the ability to translate data into action
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and experience with CRM or workflow management systems