Operations Success Coordinator

Shrewsbury, New Jersey, United States | Full-time | Fully remote


Title: Operations Success Coordinator (OSC)

Reports to: Chief Operations Officer

Department: Operations 

Salary Range: $42-55k - Depending on Experience 

Location: US Based, Remote 


Position Summary 

This is a highly technical role that will require setting up workflows, sequences, and automation within Hubspot, as well as dashboard and metric maintenance for the support team. Provides support and assistance to the Chief Operations Officer to drive the performance and outcomes of the B2C student journey and the B2B Account Management Team. The Operations Success Coordinator optimizes the efficiency and effectiveness of the operations & student support teams. 


The goal of the Operations Success Coordinator is to increase the alignment of people, processes, and technology to optimize day-to-day operations so we can increase customer satisfaction and retention, consistently deliver excellence on mature lines of business, and contribute to the implementation of new strategic initiatives with a technology/automation focus. 


For this role to function in an optimal way, this person has or will develop a full comprehension of Operations & Student Support  procedures. Contributes to complex aspects of a project and assists in scoping larger projects to be developed and completed by cross-functional teams. Projects are generally independent, but the work done based on the outcome of projects requires a collaborative nature.  This role requires a high level of discernment, attention to detail, and self-leadership.


Essential Duties and Responsibilities

  • Modernize monitoring, troubleshooting, and analysis for the  Operations & Student Support Reports, KPI’s, Dashboards, Systems, and Process
  • Optimization of the BtoC and B2B processes, systems, data, and analytics supporting the operational processes of iPEC Coaching
  • Automation & Innovation - minimizing the need for manual interventions
  • Troubleshoot & collaborate on process & technical challenges and use these to eliminate the potential for error and optimize the standard with cross-functional teams where needed
  • Create, update and maintain customer satisfaction scoring for Ticketing System
  • Develop & manage organizational ‘Student Hubs’ for B2B clients
  • Compilation and initial analysis of data (Weekly/Monthly/Cycle/ Annual) to be reviewed by Chief Operations Officer
  • Create structured lessons for the Operations, Student Support Team, and other cross-functional teams as appropriate (How to’s) that are recorded for reference and ongoing learning
  • Responsible for Data Quality in Hubspot with clear goals, accountability, and reporting
  • With the Operations Coordinator keep Operation & Support Specific Process and Policies Centralized and Up to Date
  • Accept other responsibilities as assigned


Goals and Outcomes

  • Process documentation: Custodian of documentation library of the B2C & B2B customer journey
  • Operations/Student Support processes
  • Process optimization: Increase of externally facing activities with x% per year - by eliminating or automating process steps for Operations/Student Support staff
  • Systems: Reduce time to correct or intervene in any system with x% per year
  • Data: Create and monitor a data quality index - Automate notifications for staff to improve the quality of their input - and make sure those areas are addressed to where we have very little to review
  • Analytics: Metrics and Dashboards - ease of getting information and translating it to forecasting and determining areas of success and improvement


Education, Certification & Experience:

  • Highschool Diploma or G.E.D equivalent required
  • Bachelor’s Degree preferred
  • Equivalent combination of education and/or experience will be considered
  • Process Improvement experience a plus
  • Leadership experience is preferred
  • Relevant customer service experience
  • Call center experience is preferred
  • iPEC Graduate and/or Eli-MP certified preferred, but not required


Technical Requirements:

  • Proficient in relevant computer applications 
  • Hubspot (Highly Preferred)
  • Experience with G Suite is a plus
  • Working Knowledge of the Microsoft Office (e.g, Word, Excel, Outlook)
  • Infusionsoft
  • Exposure of Call Center telephony and technology (JustCall/VOIP)
  • Strong technical aptitude
  • the functioning, maintenance, and support of Hubspot, Netsuite, Infusionsoft, and Student Hub systems (including interfaces) 

Core Competencies: 

  • Project Management
  • Highly Analytical and data-driven
  • Proven experience in working with a team
  • Coaching
  • Phone skills
  • Customer Service
  • Communication
  • Relationship Building
  • Attention to Detail
  • Confident
  • Passionate about learning, collaboration, identifying new opportunities for growth

Commitment to Diversity & Inclusion

It is iPEC’s mission to raise the consciousness of the world, one person at a time. Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant place to work with our mission in mind. To learn more about iPEC’s commitment, please click here: https://www.ipeccoaching.com/diversity-equity-inclusion