• Provide end-to-end support for customers’ online orders, including delivery management, shipping investigations, returns, payment transactions, refunds, inbound/outbound calls, and order reviews. • Handle sensitive customer and client information in compliance with PCI and GDPR policies. • Communicate with customers, carriers/couriers, financial institutions, Customer Support Representatives (CSRs), and internal departments to ensure efficient issue resolution.

• Monitor and oversee the daily operations of the digital workforce using the Blue Prism application. • Troubleshoots and triages issues encountered with digital workers and their processes, determine appropriate corrective actions, and assesses any impact of corrective actions on other IT processes, staff, etc. • Prepares automated work schedule, expedites workflow, and shifts resources to ensure all jobs are running accurately and timely within the department. • Regularly review operational procedures to ensure best practices to achieve department goals related to productivity, cost per unit, and accuracy. • Develop and provide daily, weekly, and monthly status reports to IT leadership and executives. • Recommend continuous improvement of processes and strategies for improvement using data analytics; determines what is working accurately and makes corrective actions to ensure success. • Serve as a subject matter expert for end users in the business units; provide training and support regarding robotic process automation. • Writes and maintains system documentation. • Create, escalate and assign tickets to development teams as needed. • Monitor service levels to ensure quality and productivity standards are met. • May be trained and participate in RPA coding modifications, updates, and improvements.

Role Description McGraw Hill, the leading provider of digital and print educational resources, is looking for a Customer Strategy Operations Specialist to support critical business systems that power our Customer Success organization. In this role, you will help optimize the tools, data, and workflows that enable teams to better serve customers and drive product adoption. You will collaborate cross-functionally to improve system performance, streamline processes, and ensure teams have the insights and infrastructure they need to succeed. This is a remote position open to applicants authorized to work for any employer within the United States. What you will be doing: - Support the administration and optimization of key Customer Success platforms, including configuring workflows, maintaining system data, and ensuring effective platform usage. - Build and refine workflows, scripts, and system processes that improve operational efficiency and communication between internal teams and customers. - Investigate and resolve internal support tickets related to business systems to ensure proper functionality and user adoption. - Collaborate with cross-functional teams including Salesforce, data, and operations teams to ensure alignment across systems and processes. - Develop ad hoc reports and insights using SQL queries, system reporting tools, and Excel to support internal decision-making and customer reporting needs. - Assist with integrating business systems and ensuring smooth data flow across the McGraw Hill data ecosystem. - Participate in the discovery, onboarding, and implementation of new business systems and platform enhancements. - Monitor and improve key operational metrics such as customer health scores and system performance indicators. Qualifications - Bachelor’s degree in Information Technology, Business Administration, Computer Programming, or a related field. - Experience working with business systems such as Salesforce, Gainsight, Planhat, Pendo, or similar customer success platforms. - Experience building workflows or supporting operational processes within SaaS or customer success environments. - Proficiency with SQL, database concepts, or data analysis used for reporting and system insights. - Advanced Microsoft Office skills, particularly Excel for data analysis, reporting, and visualization. - Experience with business process mapping, system integrations, or operational process improvements. - Strong communication and collaboration skills with the ability to work effectively across cross-functional teams. - Strong organizational and project management skills with the ability to manage multiple priorities in a fast-changing environment. Benefits - The pay range for this position is between $62,000 - $65,000 annually. - Base pay offered may vary depending on job-related knowledge, skills, experience, and location. - A full range of medical and/or other benefits may be provided, depending on the position offered.

• Ensure that organizational projects and initiatives meet objectives on time and within budget by focusing on the people side of change. • Prepare, support, and equip employees to adopt and use changes to business processes, systems, technology, roles, and organizational structures. • Coordinate large-scale process and culture change initiatives. • Develop and implement policies and procedures to meet organizational standards. • Facilitate small group sessions and lead large-scale organizational changes. • Measure and analyze the effectiveness of change initiatives and training programs. • Use data and analytics to forecast outcomes and refine strategies. • Troubleshoot operational and system issues, ensuring minimal disruption to business processes.