Descripción
Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide.
Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.
Make an impact — from near or far
At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.
We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.
The opportunity
The Operations Manager reports directly to the Vice President of Learner Development. You will be the primary execution partner to the Sr. Director of Product Operations, promoting program operations, managing Learner Development Team (LDT) resource allocation, and managing learner experience and pilot logistics. You will focus on project management, capacity planning, process tracking, and operational coordination, supporting the Sr. Director's focus on process design, PDLC oversight, and strategic decision-making. The Operations Manager independently drives program operations, LDT resource allocation, and pilot execution, with clear escalation points to the Sr. Director. You will bring synthesized updates, exercises judgment on resource and timeline decisions, and escalates strategic decisions and constraints.
The Operations Manager is the Sr. Director's primary delegation point for program-level operations and LDT resource planning. However, the Sr. Director will support execution in all operational areas during the ramp period and during high-intensity periods (pilots, launches) for collaborative execution instead of immediate full delegation.
You will establish the foundation for an operations position that may scale to include additional team members in the future. The Operations Manager will document processes and build systems that support potential expansion.
You will work 100% remotely from any of our approved states. #LI-Remote
What You'll Do:
- Build internal team meeting rhythms designed by the Sr. Director (e.g. all-hands, monthly check-ins)
- Prepare meeting materials, agendas, and documentation; document decisions and track action items with follow-up
- Assist the Sr. Director with maintenance of program tracking systems with current status across milestones, pilots, and workstreams
- Prepare operational reports and dashboards for MAS leadership review and presentation
- Be a first contact for operational coordination questions across the MAS team
- Support development of the team's operational knowledge base
- Support tool adoption and training for team members as new processes and tools are rolled out
- Manage coordination logistics for development events, launches, and offsite activities in partnership with SNHU operational teams
- Manage resource planning, priority negotiation, and milestone timeline tracking execution for the LDT team
- Manage reallocation of LDT capacity in response to shifting priorities or blockers
- Track LDT workstream progress by managing cross-functional reporting and visibility, and escalate capacity constraints or timeline risks to the Sr. Director
- Coordinate and flag dependencies between LDT workstreams and broader product delivery workstreams in partnership with the Sr. Director
- Provide cross-functional visibility into LDT capacity and availability
- Manage the transcript review cycle process, ensuring reviews are completed on schedule and outputs are documented and accessible
- Coordinate transcript review analysis handoffs, escalating signals that inform product decisions
- Support LDT data analysis workstreams by coordinating requests, tracking progress, and ensuring analytical outputs are organized and surfaced to relevant stakeholders
- Manage resource planning, priority negotiation, and milestone timeline tracking execution for the LDT team
- Manage reallocation of LDT capacity in response to shifting priorities or blockers
- Track LDT workstream progress by managing cross-functional reporting and visibility, and escalate capacity constraints or timeline risks to the Sr. Director
- Coordinate and flag dependencies between LDT workstreams and broader product delivery workstreams in partnership with the Sr. Director
- Provide cross-functional visibility into LDT capacity and availability
- Manage the transcript review cycle process, ensuring reviews are completed on schedule and outputs are documented and accessible
- Coordinate transcript review analysis handoffs, escalating signals that inform product decisions
- Support LDT data analysis workstreams by coordinating requests, tracking progress, and ensuring analytical outputs are organized and surfaced to relevant stakeholders
- Execute the operational infrastructure for learner communications and support defined by the Sr. Director
- Manage SNHU community-facing channels and content (email distribution, SharePoint, learner-facing documentation)
- Coordinate learner feedback capture and escalate signals that inform product decisions
- Support learner support operations, system management, workflows, and escalation processes as they scale
- Manage logistics for user research cycles and feedback collection
What We're Looking For:
- 3+ years of experience in project management, program management, or operational management in cross-functional environments in edtech or similar fields.
- Experience augmenting operational processes with AI tools and ang (e.g., Claude, ChatGPT) - Agent frameworks.
- Experience managing multiple concurrent workstreams and tracking complex dependencies
- Experience with project management and organizational skills with proven ability to drive progress in high-paced, ambiguous environments
- Experience with productivity, collaboration, and project management tools (i.e., Slack, Jira, Confluence, Google Workspace, Microsoft Workspace, SharePoint)
We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.
Compensation
The annual pay range for this position is $64,283.00 - $102,872.00. Actual offer will be based on skills, qualifications, experience and internal equity, in addition to relevant business considerations. We expect this position to be hired in the following target hiring range $71,033.00 - $96,103.00.Exceptional benefits (because you’re exceptional)
You’re the whole package. Your benefits should be, too. As a full-time employee at SNHU, you’ll get:
High-quality, low-deductible medical insurance
Low to no-cost dental and vision plans
5 weeks of paid time off (plus almost a dozen paid holidays)
Employer-funded retirement
Free tuition program
Parental leave
Mental health and wellbeing resources