Job Title
Senior Live Operations Specialist
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
Provide general technical support, systems administration, platform support (including Zoom), and overall service and technical orchestration for our Live Online experience
Manage communication to students, faculty, national service teams, and leadership teams
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
Document all activity and incidents occurring during programming we support
Minimum Qualifications
Preferred Skills/Proficiencies
We offer a competitive benefits package including:
Remote work providing 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
Competitive health benefits and new hire eligibility starts 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
And so much more!
#LI-JB1
#LI-Remote
This position is a Salary Grade A: $31,200 to $78,600
Location
Remote/Nationwide, USA
Additional Locations
Employee Type
Employee
Job Functional Area
Operations
Business Unit
00079 Kaplan Professional
At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards. All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible. And we have a comprehensive benefits package, learn more about our benefits here.
Diversity & Inclusion Statement:
Kaplan is an Equal Opportunity Employer. Our employees’ diverse range of perspectives, ideas, and backgrounds give Kaplan a competitive edge in anticipating and surpassing the needs of our students in today's global marketplace. We are dedicated to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We strongly believe that diversity strengthens our organization, fuels innovation, and improves our capacity to effectively serve our customers and communities. Learn more about our culture here.