Senior Live Operations Specialist

Job Title

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Senior Live Operations Specialist (SLOS) plays a key role as a central point of contact for all support related matters while sessions that we support are active. They are expected to maintain a high level of supervision over all active sessions that we support. The SLOS will collaborate with as well as help guide various support representatives during their shift. This person helps address and resolve service issues as they are escalated, while also maintaining and improving operational procedures to ensure consistent delivery of quality service to students.

Primary/Key Responsibilities

Manage and oversee all classroom and event activity for session we support

• Check faculty as they arrive for sessions that we support

• Find replacement faculty if needed in an emergency

• Collaborate with the Instructional Platform Operations team to ensure platform stability for online sessions

• Facilitate communication for in-person faculty with on-site personnel for in-person sessions we support

• Lead a team of part-time Live Operations Specialists to support faculty during live instruction

• Conduct daily UAT of platform scheduling

• Conduct proactive checks of LMS routing when issues are reported

Provide general technical support, systems administration, platform support (including Zoom), and overall service and technical orchestration for our Live Online experience

• Maintain expert-level knowledge of technical requirements and best practices for all platforms that Live Online sessions are hosted on

• Provide resolution to a wide range of technical issues with time-sensitive results.

• Assist with UAT during platform upgrades

Manage communication to students, faculty, national service teams, and leadership teams

• Send student alerts in the event of a class cancellation or platform outage

• Coordinate with faculty to provide platform updates

• Lead escalations to technical teams and other key stakeholders during platform issues and outages

Provide platform support for consistent delivery of service for our students, including crisis management and resolution for any staffing, platform, or service issue that arises

• Serve as the first point of contact for any in-session faculty technical issues

• Provide faculty support with directing students to the appropriate technical escalation path

• Assist with scheduling and staffing part-time Live Operations Specialists

• Assist with daily UAT for recordings provided to students.

Document all activity and incidents occurring during programming we support

• Follow SOPs for documenting common incidents, helping to update those SOPs as needed

• Drive incidents that require follow-up to resolution

Minimum Qualifications

• Bachelor’s degree or equivalent, any area of study

• 1 year experience with live support help desk or related function

• 1 year experience with technical troubleshooting

• 1 year experience managing a team (live or remote)

• 1 year experience in customer service (internal or external)

• Ability to work flexible schedule, including evenings and weekends

• Understanding of network infrastructure, streaming media

• Strong background in Windows/OSX operating system

• Good understanding of web streaming technologies

• Affinity for learning new platforms and applications

• Excellent written and verbal communication

• Proven track record of service escalation handling and resolution

• Project management experience​

Preferred Skills/Proficiencies

• Experience with Web streaming technologies (RTMP, Brightcove, etc.)

• Experience with remote support technologies

• Familiarity with the Zoom platform and/or other web conferencing platforms

Beyond base salary, our comprehensive total rewards package includes:

- Remote work provides a flexible work/life balance
- Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
- Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
- Comprehensive health benefits new hire eligibility starts on day 1 of employment
- Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.

At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards.

For full-time positions, Kaplan offers two salary grades. This position is Salary Grade A: $31,200 to $78,600. The specific compensation offered will be determined by a variety of factors, including but not limited to the candidate's qualifications, relevant experience, education, skills, and market data. We are an equal opportunity employer and comply with all applicable federal and state wage laws.

#LI-Remote

#LI-AM1

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Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.