Senior Operations Analyst

The Senior Operations Analyst will be considered a leader of driving initiatives and projects on the operations team with the ability to work with limited direction to improve the admissions, learner, and staff experience. Along with the responsibilities of the operations analyst position, this role will take on additional decision-making and ownership of projects that impact ES, Advising, FAST, and ARO teams. This individual will require strong communication, strategy, and execution skills to own and drive projects from start to finish with additional focus on leader/executive leader communication and cross-team collaboration on complex initiatives.

This role will be responsible for operational analysis of the admissions and ongoing learner experience including providing operational support to both leaders and individual contributors of the teams supported. This person will have a strong understanding of business processes, information technology, and sales and learner experience. Responsibilities include analyzing critical business processes, supporting initiatives, managing systems configurations, mapping out current and future state process improvements, supporting training and change management plans, and analyzing business trends. They will work under minimal supervision on complex projects forming strong relationships and partnerships with key business leaders across the organization.

Essential Duties & Responsibilities:

• Manage projects/initiatives to improve admissions and learner experience
• Serve as project leader/owner and/or functional SME on IT projects related to teams supported
• Support and administer systems configurations for teams
• Expert in operations of systems (SalesForce, Campus Solutions, Phone, chat, email, CAPE, and others) and can escalate issues
• Leverage expertise of Capella’s enrollment process to drive business, system, & operational efficiencies
• Develop reporting tools to track progress of projects and initiatives
• Collaboration on capacity planning, forecasting, and performance analytics
• Serve as liaison between teams/leaders and IT partners
• Key leader for knowledge based project/integration
• Conduct productivity analyses and make recommendations on improvements
• Map current state business process and work to identify gaps and process improvements
• Provide data analysis to enhance decision making process
• Audit current reports and understand gaps to effectively run the business
• Support on change initiatives
• Key contact to dig into service level issues for Enrollment, Advising, Financial Aid, and Admissions and Records Operations

Job Skills:

• Strong technical experience with CRM (Salesforce)
• Strong technical experience with CAPE, learner resources, and learner milestones
• Strong technical experience with admissions experience
• Experience in operations and/or productivity analysis
• Knowledge of statistical and other research methods and procedures
• Ability to analyze data and provide recommendations based on data
• Strong knowledge of customer service and experience (i.e. the learner)
• Creates alignment across teams and departments
• Familiarity with tools, concepts, and methodologies of teams supported
• Strong critical thinking and problem solving skills
• Strong organizational and planning skills
• Ability to identify, assess and evaluate process improvement opportunities
• Clear and effective verbal and written communication and presentation skills
• Demonstrated ability to innovate and execute
• Strong organizational and leadership skills
• Demonstrated ability to collaborate effectively with immediate team and other departments with a strong leadership presence
• Ability to influence change
• Proven conflict management skills
• Strong knowledge of Microsoft Office Excel and PowerPoint
• Capacity to work successfully in an ambiguous environment
• Strong ability to understand true sense of urgency and skills to focus externally to influence the business strategy and company goals
• Strong personal brand and credibility, strategic thinking, and ability to influence across several levels
• Internal drive to continue to learn and grow as a professional and individual
• Ability to work under stress
• 5 plus years of sales/customer service

Work Experience:

• Effective interpersonal skills including the ability to work with all levels of management, staff, external vendors and others
• Knowledge of business and management principles and practices
• Knowledge of project management principles and practices
• Strong Information technology skills
• Preferred 3-4 years of operations experience and/or productivity analysis

Education:

• From an accredited institution; Bachelor’s degree required

Certificates, licenses and registrations:

• N/A

Other:

• Must be able to travel 5% of time
• Must be able to lift  15 lbs
• Typical office setting
• Mobility within the office including movement from floor to floor
• Travel via plane, car, and metro may be required to perform this job
• Must be able to work more than 40 hours per week when business needs warrant
• Access information using a computer
• Effectively communicate, both up and down the management chain
• Effectively cope with stressful situations
• Strong mental acuity
• Regular, dependable attendance and punctuality are essential functions of this job
• Other essential functions and marginal job functions are subject to modification

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.

Careers - Our Benefits, Strategic Education, Inc

SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where individuals can grow their careers and contribute fully. We strive to attract talent with broad experiences, skills and perspectives. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary.  The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com.