Operations Coordinator

Operations Coordinator

The Operations Coordinator provides course-coordination services for designated public and private training engagements across assigned product lines. This role coordinates courseware, labs, training materials, virtual meeting invitations, student and instructor communications, and approved instructor travel arrangements. This role requires strong organizational skills, attention to detail, and the ability to manage multiple priorities across a variety of products and services. 

Coordinating with the Operations Delivery Manager, the Operations Coordinator will work closely with Sales, Product Line Management, Alliances, Finance, and other internal teams.

This is a remote position, but the candidate will work 8am to 5pm eastern time zone to align with business hours.

Key Responsibilities:

• Process student enrollments for public classes to include:

1. Internal 
2. Web Bookings

• Special programs.
• Assist Ops Managers with Logistics Management on private classes.

Pre-Class

1. Courseware/lab ordering and distribution.
2. Distribution of class joining instructions.
3. Input student rosters into EMAN for private classes.
4. Distribution of Instructor Information (II) emails.
5. Creation and platform support of ILO/Web-Ex/Microsoft Teams delivered events.
6. Creation of MTMs.

During Class

1. Student Q&A and support.
2. Track attendance.

Post Class

1. Input MTM results into EMAN/SP.
2. Exam voucher ordering and distribution.
3. Thank you/Missing Eval emails.

• Answer incoming calls/web inquiries about Fast Lane and our offerings.
• Student support for public classes for their specific product lines.
• Manage all vendor platforms in support of operational tasks and administration. 

• Plan and schedule cost effective external training venues, travel and logistics. 
• Support finance with revenue and expense coding in the CRM. 
• Follow, maintain and develop processes that proactively manage service level requirements to all customers and vendors. 
• Provide reporting to vendors and customers as required. 
• Support inter-departmental initiatives such as the implementation of new courses and programs including, but not limited to, budgeting and purchasing of equipment, establishing timelines and certification requirements.
• Responsibilities are not limited to the above duties

Performance Objectives:

• Each team members goals/KPIS are centered around these 4 areas:
  1. Improving CSAT.
  2. Growing our Subject Matter Expert (SME) Bench.
  3. Increasing Gross Margin.
  4. Increasing Team Efficiency with Process Improvement/Automation.

Qualifications & Key Skills:

• Strategic planning
• Risk analysis
• Budget Management
• Staff Management
• Decision making skills
• Problem solving skills
• Strong attention to detail
• Communication Skills
• Organization skills
• Time Management
• Adaptability

Preferred Qualifications:

• Bachelor's degree
• 3+ years of professional experience
• Experience in B2B technology, IT services, IT training, SaaS, or professional services.

Reporting Structure:

The Operations Coordinator reports to the Operations Delivery Manager.