Note: The job is a remote job and is open to candidates in USA. Udemy, together with Coursera, provides a global learning platform serving individual and enterprise learners. The Learning Operations Manager supports Udemy Business customers by managing day-to-day platform operations, catalog and license administration, reporting, support requests, training, and continuous improvement across customer accounts.
Responsibilities
- Manage day-to-day platform operations including license management and rotation, configuration updates, and learning path upkeep
- Draw on deep knowledge of the Udemy catalog to help customers identify relevant content, surface recommendations, and find replacements for retired or outdated material
- Deliver lightweight reporting and surface insights to customer admins, including guidance on which metrics to track and what the data means in practice
- Chase down open support requests on behalf of customer admins, following up on ticket status and flagging anything that needs attention — routing technical resolution to the appropriate support teams as needed
- Facilitate ad hoc training sessions, webinars, and lunch-and-learns to support platform adoption and build administrator confidence
- Serve as the customer's go-to Udemy expert, providing deeper platform knowledge than their internal team can sustain across multiple tools
- Manage incoming operational requests across a portfolio of customer accounts, triaging and fulfilling tasks with consistency and care
- Escalate thoughtfully when requests fall outside the scope of the engagement, routing customers to the right internal teams
Skills
- • Learning Program Management: You know how to keep a learning program running smoothly — maintaining content relevance, managing the moving parts of an existing learning program, and making sure learners continue to get value from what's already been built
- • Business Analysis: You can dig into how a customer is using the platform, proactively identify gaps and opportunities, and turn what you find into practical recommendations that make a real difference for their learners and admins
- • Stakeholder Management: You build strong working relationships with the people you support — understanding their priorities, communicating clearly, and serving as a reliable, knowledgeable resource they can count on
- • Continual Improvement Process: You do not just complete tasks — you look for patterns, spot opportunities to do things better, and proactively suggest improvements that help customers get more value from the platform over time
- • Experience in a platform operations, managed services, learning administration, or customer-facing support role
- • A strong sense of what good looks like in a learning program — able to evaluate whether content is well-sequenced, paths are logically organized, and programs are set up for learner success
- • Strong attention to detail and organizational skills, with the ability to manage tasks and requests across multiple customer accounts simultaneously
- • Ability to analyze platform usage and engagement data and translate findings into practical, actionable recommendations
- • Clear and confident communication skills, with the ability to build trust with customer admins and keep stakeholders informed and aligned
- • A proactive mindset — comfortable identifying opportunities for improvement and raising them before customers have to ask
- • Experience facilitating training sessions, webinars, or other learning events in a professional context
- • Comfort working across a variety of customer engagements, from premium support arrangements to temporary backfill situations
Benefits
- In addition to a base salary, this role is also eligible for equity.
- Coursera + Udemy lets you choose the best way to work, whether it’s from home, an office, or a collaboration space.
- We’re a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones — creating opportunities for teams to come together.
Company Overview
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