Customer Operations Manager

Company Overview:

Woolf is the first global collegiate university that enables qualified organizations to join as member colleges and offer accredited degrees. We harness advanced technological solutions including APIs and SDKs to uphold high accreditation standards and support exceptional educational experiences.

Role Overview:

Woolf University seeks a passionate and results-oriented Customer Operations Manager with a strong understanding of product management principles and an eagerness to learn about educational technology. You'll play a key role in ensuring our member colleges have a seamless experience integrating with Woolf's technology suite, particularly Airlock, a critical platform for accreditation compliance and student engagement. We operate in a fast-paced environment utilizing Notion for project management, weekly sprints for task completion, and a collaborative approach to prioritizing work based on backlogs.

Responsibilities:

• Onboarding: Drive efficient onboarding processes for new member colleges. Develop and deliver training materials to empower college administrators and staff in utilizing Woolf's tools effectively.
• Operational Excellence: Continuously identify opportunities to streamline customer operations and optimize internal workflows for efficiency when supporting member colleges, particularly regarding technology integration and data management.
• Product Knowledge: Actively learn about Woolf's technologies, especially Airlock, to provide effective technical support to member colleges. Collaborate with the product team to gain in-depth knowledge of Airlock's functionalities and API/SDK capabilities. Utilize your product knowledge to guide colleges in optimizing their use of Airlock for accreditation compliance and student engagement.
• Backlog Management: Effectively manage customer needs within Notion, prioritizing tasks from the backlog based on urgency, impact, and college size. You'll collaborate with the team to ensure the customer operations backlog remains organized and reflects current priorities.
• Data Analysis & Reporting: Generate reports and analyze customer data to identify trends and areas for improvement within customer operations and technology utilization. Collaborate with the product team to translate insights into actionable improvements.
• Communication & Collaboration: Maintain open and professional communication with member colleges, product development, and other internal teams to ensure everyone is aligned on customer needs and priorities related to Woolf's technologies.

Requirements

Qualifications:

• Minimum of 3+ years of experience in customer operations or a similar role.
• Proven experience in onboarding and enabling new customers with software solutions (a plus if experience is in the education technology sector).
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.
• Great written & spoken English.
• Ability to work independently and manage multiple priorities.
• A willingness and eagerness to learn about educational technology and APIs/SDKs.
• Experience working in a fast-paced, sprint-based environment is a plus.
• Familiarity with project management tools like Notion is a plus.

Bonus points for:

• Familiarity with accreditation compliance procedures in higher education.
• Experience working with higher education institutions is a plus.

Benefits

• Flexible PTO and working hours.
• Growth support. 30/60/90, 1:1s, team kick off, and retro sessions.
• Smart, talented team in a high growth environment.