Cengage Learning Operations Manager in Boston, Massachusetts

.

Do you dare to reinvent the future of education?

At Cengage, we are harnessing the power of tech to build a future where all learners have the tools and confidence to achieve their goals.

As a Cengage employee, you will blaze a new trail to transform the way people learn. Collaborating with the best of the best, you will feel challenged and inspired to do breakthrough work. With the support of our united team, there is no limit to what you can imagine, create and set in motion.

Are we right for you?

We set the bar higher by bringing our unique talents and point of view to the table every day. We are curious and comfortable with change and are willing to take risks to transform education. Most importantly, with everything we do, we put learning first.

The Operations Manager uses knowledge of the complex interactions between content and technology in digital products to evaluate end-to-end workflows for potential risks to customers, designs solutions to address risk, executes solutions, measures for success using data-driven metrics, and monitors process implementation to ensure successful execution.

What You'll Do Here:

  • Has overall responsibility for understanding the end-to-end workflows associated with Cengage's existing features and applications assigned, analyzing these workflows to look for areas of risk, and making recommendations to resolve these risks

  • Develops and manages cross-functional projects that standardize, scale, and/or address risk with existing end-to-end workflows

  • Acts as a resource to troubleshoot and problem solve as customer-reported errors are identified that require Content Engineering input for Cengage's assigned features and applications

  • Creates and manages project charters (including identification of project scope, assumptions, issues, and risks) schedules, estimates and implementation plans, and ensures the work of assigned resources is completed on schedule, collaborating and escalating resource conflicts with functional leads as needed

  • Presents analyses, solutions, and business cases to senior management

  • Utilizes data-driven metrics to monitor the effectiveness of operational improvements and makes necessary adjustments depending on the results

  • Develops and maintains process documentation that will be used as reference for preparing training documents, test cases, etc

  • Consults on new product and feature development to ensure that best practices in workflow creation and documentation are considered during early stages of development

  • Has overall responsibility for coordinating the definition and implementation of best practices and standards within the Content Engineering team for one or more of the following core disciplines: Workflow documentation tools and practices; JIRA Use; standards management and maintenance; documentation versioning and storage

  • Collaborates with key stakeholders to coordinate definition and implementation of best practices for cross-functional processes and activities, such as production support and product, content, and software development lifecycle processes

  • Defines and shares best practices, challenges, and improvement efforts with other team members and stakeholders to facilitate broader input and education

  • Provides Content Engineering support to Product Teams during planning and post-release

  • Performs additional responsibilities as needed to achieve company goals

Skills You Will Need Here:

  • Bachelor’s Degree, preferably in Computer Science, Library & Information Science, or Data Science, or related field, or equivalent combination of education and recent, relevant work experience

  • Minimum three years of progressively responsible experience in a hands-on digital product delivery role

  • Understand flow of content through systems used to produce digital products

  • Knowledge of Visio or other workflow charting tools

  • Experience managing large-scale, cross-functional projects, product development, or software development projects using project management techniques and methods required

  • Excellent facilitation, problem-solving, organizational and planning skills

  • Ability to source, analyze, and evaluate information for applicability and relevance, and to identify significant trends to inform decision-making

  • Ability to spend time and the time of others on what’s important

  • Ability to think logically, critically, and constructively about complex problems and propose solutions in a productive manner that address expressed needs

  • Ability to manage conflict and articulate coherent rationales for action

  • Proven leadership ability, and ability to facilitate, actively listen, negotiate, and build consensus amongst competing parties, inspiring and empowering team members to provide input into the decision-making process while ultimately driving teams to decision

  • Self-motivated and tenacious in pursuit for continued process innovations that will transform Cengage's operations and improve overall digital product quality

  • Ability to work through problems without damaging relationships

  • Ablity to create outputs that help structure and influence strategic decisions in the context of improving customer satisfaction through higher quality digital products

  • Knowledge of software development lifecycle and business process definition concepts and practices

  • Excellent written and verbal communication skills, including the ability to communicate effectively with technical and non-technical staff and vendors

  • Experience working with JIRA or a comparable bug tracking tool

  • Demonstrated experience managing projects to successful completion

Preferred:

  • Experience managing process improvement initiatives

  • Basic understanding of programming languages such as Python, PERL, XSLT, XQuery, or Java

  • Knowledge of content metadata and vocabulary standards

  • Experience with Cengage Learning products, editorial policies, processes, markets and competitor products

  • Experience automating content conversion from one format to another using XSLT or similar scripting language

  • Knowledge of public standards like W3C, DAISY, EPUB 3, etc.

  • Experience with Agile development processes and recurring release cycles

  • Basic understanding of Excel pivot tables and communicating status, progress, and roadmaps through powerpoint presentations

Requisition ID 2018-5419

Job Function Information Technology

Cengage is an Affirmative Action/Equal Opportunity Employer, committed to attracting and retaining a talented and diverse workforce. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or protected veteran status.