Role Description The Operations Manager, Partner Success Systems will drive operational efficiency and scalability across Coursera’s partner account management ecosystem. This role focuses on process optimization, AI-enhanced automation, and implementing best practices to increase the effectiveness of account management and partner content launch operations. You will play a critical role in equipping the Partner Success team with streamlined processes, actionable insights, and technical solutions to support their collaboration with university and industry partners. By establishing metrics, leading change initiatives, and driving alignment across workflows, you will ensure a high-quality approach to account management. This role provides a unique opportunity to shape Coursera’s partner operations through the fine balance of rigorous program management and technical innovation, directly contributing to our mission of providing access to world-class education for all. Responsibilities - Collaborate closely with key stakeholders in the Partner Success team to translate operational challenges into technical requirements and scalable process improvements. - Identify workflow bottlenecks and implement automated solutions—including leveraging GenAI—to drive efficiency in partner account management and content launches. - Facilitate internal change management initiatives and lead the technical transition to new systems and workflows. - Develop and maintain SOPs, compliance standards, and quality controls to ensure consistent, high-quality partner account management. - Establish and monitor performance metrics to provide data-driven insights that enhance team and partner success. - Manage technical projects from requirements gathering to solution development and success measurement, ensuring alignment across cross-functional teams. Qualifications - 7+ years of experience in business operations, technical program management, or systems-oriented roles, with a proven track record of scaling complex workflows in high-growth environments. - Demonstrated experience architecting and deploying logic-based automations or system improvements from the ground up (e.g., using no-code/low-code tools, CRM customization, or automated workflows). - Strong background in end-to-end project lifecycle management, with the ability to lead high-stakes change initiatives across global, distributed teams. - Hands-on experience with CRM architecture (e.g., Salesforce or HubSpot) and a deep understanding of how to structure data and workflows for scalability. - Ability to use data to identify systemic trends, monitor performance metrics, and drive proactive operational improvements. Preferred Qualifications - Practical experience leveraging Generative AI tools or AI agents to modernize business workflows (e.g., prompt engineering for automated communications, content categorization, or data enrichment). - Proficiency with the "modern ops stack," specifically automation platforms like Zapier, Make.com, or Workato to connect disparate systems. - Familiarity with the nuances of partner account management or managing high-volume university and industry content partnerships. - Experience building intuitive, automated dashboards (e.g., Tableau, Looker, or Salesforce Reports) that empower teams to self-serve insights. - Experience in management consulting, technical advisory, or a "Founding Ops" role where you were responsible for building processes from 0 to 1 is an asset. Company Description

• Own and deliver territory and account plans to achieve agreed goals and KPIs. • Identify, prioritize, and develop key customer relationships in line with product strategy. • Use CRM tools to manage call planning, tracking, and follow-up activities effectively. • Build trusted relationships with key external experts and decision-makers. • Act as a local product expert and deliver compliant, high-quality product information using approved materials. • Plan and execute live and virtual customer events and presentations. • Monitor market trends and gather competitive intelligence, sharing relevant insights with internal teams. • Work in full alignment with AbbVie policies, SOPs, ethical standards, and applicable regulations.

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees • People Leadership – develop a highly functioning client team • Responsible for full employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management • Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary • Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development • Foster cross-training and a sense of team work to optimize client service delivery • Ensure account meet or exceed client expectations • Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance • Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; timely resolve issues escalated by the client • Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly • Review monthly P&L and submit necessary changes to financial analyst • Manage over-time and time-off to avoid non-billable charges • Create and distribute monthly invoice, ensuring it meets contractual requirements • Manage relationships with clients by ensuring a high level of customer satisfaction • Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making • Solicit feedback from clients (client outreach) regularly • Educate clients on Williams Lea services already provided and those available through strong sense of the client’s business and the impact our services may have on their success

• Engage the client, bid effectively, and efficiently to win RFPs in market research • Own bidding process for projects with understanding of costs and feasibility • Support maintenance of existing business managing contracts and up-sell opportunities • Actively network within existing client contacts for new business/prospects • Organise client and internal kick off calls, develop proposals and deliver sales communications • Consult with clients on sample design and business issues • Provide superior customer service to clients; ensure internal team understands research design • Respond to difficult client issues and influence internal resources or escalate issues • Manage bid requests and ensure proper and timely delivery • Collaborate with partners and vendors for seamless project execution.