About Us

Shorelight is reinventing the international education experience for students worldwide. Based in Boston, the company works directly with top-ranked, nonprofit American universities to build innovative programs and high-touch, technology-driven services that help talented students thrive and become global citizens.

Job Overview:

The Operations Manager (Live) is responsible for the day-to-day operations for the support of Shorelight Live students and staff. She or he will be responsible for developing a deep knowledge base of our Shorelight Live product and offerings and how our students can best utilize the platform as well as developing processes and communications for issuing student schedules and working cross functionally to report out within organization and university. This position reports to the Senior Director, Global Sales and Operations and works closely with other key stakeholders including Shorelight LIVE management and technical teams. The Operations Manager (Live) must display excellent communication skills, strong attention to detail and excellent customer service.

Essential Functions

Operations Management

• Work with Live staff and vendors to set milestones, assign deliverables, define and track KPIs
• Monitor ongoing operations and escalation paths for tickets and problems
• Build tracking framework and work with stakeholders to define SLAs
• Supports development teams needs by acquiring new software for Live
• Driving cost efficiency through utilization modeling and resource planning

Course and Training Management

• Manage all Shorelight Live course schedules across multiple partners and time zones
• Schedule teaching studios and Global Study Center locations according to availability and demand
• Create training guides, manuals and resources to help support staff help students
• Create eBook quick start guides for each class as needed
• Continue to help trouble shoot issues post-training
• Develop processes and communications for issuing student schedules and working cross functionally to report out within organization and universities
• Communicate regularly with university partnership staff to document changes and updates to schedules

Vendor and Contract Management

• Support and coordinate the onboarding of offshore support vendors
• Manage all contracts related to Live platform and be resource for development team to
• Assist with product growth by ensuring all contracts are updated as needed and proactively troubleshoot problems with vendors

Student Registration

• Manage student and course level information across multiple partners including registration, data entry/integrity, transcript management, and billing
• Troubleshooting student registration issues post-program launch
• Ensure FERPA compliance of student data
• Issue completion documentation for Shorelight-run programs
• Point of contact for consolidation of program and partnership course offerings
• Data tracking in connection with university partners for transfer credit

Minimum Qualifications

• BA/BS from accredited university
• Outstanding verbal and written communication skills
• Excellent interpersonal-communication skills
• Strong organizational skills
• Experience working with international students in an administrative or academic capacity
• Eligibility to work in and travel freely to and from the USA

Preferred Qualifications

• Experience using CRMs or Student Information databases, Salesforce a plus

Application Process

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

Background Check Required–Education, Criminal, Identity

Shorelight is an Equal Opportunity Employer.