<div><div><div style=""> </div><a style="color: rgb(227,108,10);" href="http://www.vitalsource.com">VitalSource®,</a> is hiring a Customer Operations Manager to contribute to our Customer Operations team located in Raleigh NC, Chicago IL, Franklin TN, or Boston MA (preferred locations). Applicants outside of these preferred locations will be still considered.  Ready to be at the heart of keeping customers delighted and operations running smoothly? As our Customer Operations Manager, you’ll turn complex processes into streamlined systems that power exceptional customer experiences. You’ll work across teams—Customer Success, Finance, Product Development, and more—to ensure every step of the customer journey is executed flawlessly. From designing scalable processes to auditing data for accuracy, you’ll be the problem-solver who spots issues early, finds the root cause, and drives solutions that stick. This is your chance to blend operational expertise with cross-functional collaboration and make a measurable impact every day. Key Responsibilities: <ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Develops, implements, and optimizes operational processes for the segment to enhance efficiency and productivity.</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Ensures all operational activities for the assigned segment comply with company standards, policies, and regulatory requirements, and implements quality assurance processes to maintain high standards.</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Conducts regular assessments and audits of existing processes for the assigned segment to ensure they meet organizational standards.</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Monitors and evaluates key performance indicators (KPIs) to measure operational efficiency and effectiveness.</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Analyzes operational data to identify trends, inefficiencies, and areas for improvement.</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Prepares and provides reports to internal leadership on the overall health and success of customer operational requirements based on established metrics and criteria for the assigned segment.</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Coordinates with cross-functional teams to support company-wide initiatives.</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Manages assigned segment initiatives, ensuring clear communication and timely delivery of operational solutions.</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Provides training and oversight to CS Ops and outsourced teams to ensure superior operational support for all Customer Success activities.</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Ensures operational processes align with customer needs and expectations.</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Works with customer-facing teams to address and resolve operational issues affecting customer satisfaction.</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Acts as an escalation point for segment operational concerns or issues, communicating unique requirements to support other VitalSource partner needs.</li></ul> Required Qualifications:<ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">3 years of customer operations experience</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">2+ years of project or process management experience</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 5.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">2+ years of working closely with product management teams</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 12.0pt;margin: 5.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Prior experience in process improvement, team management, and analytic tools (e.g, Looker) preferred</li></ul> Technical Skills:<ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Deep platform & integration expertise (VitalSource systems, customer-support processes)</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Advanced Excel / Microsoft Office for audits, KPI tracking, reporting</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Customer-success tech-stack knowledge (integrations, automation)</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Process & project management (scope, execute, measure)</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Operational policy & compliance fluency</li></ul>Soft Skills & Competencies:<ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Clear, influential communication (written, verbal, presentation, active listening)</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Relationship building & collaboration across functions and levels</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Attention to detail in data and documentation</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Multitasking & adaptability in a dynamic workload</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Sound judgment & decision-making Customer Operations Man…</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Rapid learning & application of new knowledge/tech</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Customer-business understanding & empathy</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Change-management leadership and stakeholder influence</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Negotiation and conflict-resolution skills</li><li style="background-color: rgb(255,255,255);color: rgb(51,51,51);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 0.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">Continuous-improvement mindset centered on customer value</li></ul>  Salary Range: $64,500 to $80,000 What We Offer:<ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Culture: Collaborative, Inclusive, and Mission-driven. </li><li style="font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">More in your pocket: Competitive base salary and a strong variable component.</li><li style="font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance </li><li style="font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Retirement: 401K match up to 5%.</li><li style="font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">We support our families: 12 weeks of paid parental leave.</li><li style="font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Continued education: Use our tuition reimbursement program.</li><li style="font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">The Importance of Balance: Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.</li><li style="font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Flexibility: Flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home.</li><li style="font-family: serif;font-size: 12.0pt;margin: 0.0pt 0.0pt 0.0pt 27.2pt;padding-left: 8.8pt;text-indent: 0.0pt;">Wellness: Opportunities for fitness challenges and rewards.</li></ul> Who We Are:VitalSource Technologies, LLC has powered digital content delivery across the higher education ecosystem for over 30 years. Winner of the 2024 CODiE award for Most Innovative Ed Tech company, VitalSource delivers more than 28 million learning materials globally each year. With unmatched scale, the VitalSource Learning Delivery Network is trusted by thousands of content providers and institutions worldwide to deliver impactful learning experiences, fuel affordable access programs, and drive a learning advantage for every student. Learn more at <a href="http://get.vitalsource.com/">http://get.vitalsource.com/ </a> and follow us on <a style="color: rgb(152,61,12);" href="https://www.linkedin.com/company/vitalsource-technologies">LinkedIn.</a> All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.<ul style="margin: 0.0pt;padding-left: 0.0pt;"><li style="background-color: rgb(255,255,255);color: rgb(70,64,72);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 5.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">EEO/AA Employer/Vet/Disabled</li><li style="background-color: rgb(255,255,255);color: rgb(70,64,72);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 5.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;">We participate in EVerify.</li><li style="background-color: rgb(255,255,255);color: rgb(70,64,72);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 5.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;"><a style="color: rgb(0,112,205);" href="http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf">EEO Poster in English</a> </li><li style="background-color: rgb(255,255,255);color: rgb(70,64,72);font-family: serif;font-size: 10.0pt;margin: 5.0pt 0.0pt 5.0pt 26.5pt;padding-left: 9.5pt;text-indent: 0.0pt;"><a style="color: rgb(0,112,205);" href="http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeosp.pdf">EEO Poster in Spanish</a></li></ul></div></div>

Customer Operations Manager

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