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Cengage Learning Operations Manager in Clifton Park, New York


Do you dare to reinvent the future of education?

At Cengage, we're 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'll be helping to transform the way people learn. Collaborating with the best of the best, you'll feel challenged and inspired to do breakthrough work. Together, there's no limit to what we can imagine, create and innovate!

Are we right for you?

We set the bar higher by bringing our unique talents and points of view to the table every day. We're curious and comfortable with change and are willing to take risks to transform education for the better. Most importantly, we put learning first with everything we do. We also offer a fun, challenging, and rewarding environment with the opportunity to work with some of the most talented people in our industry.

What You'll Do Here:

As an Operations Manager within the Service Experience (SX) team, you will be a driver and contributor to cross-functional initiatives focused on improving customer workflows, services, and technologies.

There are three main areas of focus for an Operations Manager:

  1. Gaining insight into existing areas of the business to help make connections with student and instructor experience, sharing and fostering that knowledge, and generating new ideas for improvement.

  2. Leading process innovations to completion utilizing standard practices for project framing and execution.

  3. Contributing to operationalized SX initiatives, bringing new ideas to existing methodologies and practices.

Responsibilities :

  • Be an influencer

  • Learn and deeply understand existing areas of the business that impact customer workflows, such that you can share this knowledge with the SX team to inform decision-making.

  • Leverage data (using tools and resources to source, analyze, and evaluate information) to inform decisions, bring clarity to ambiguity, monitor the effectiveness of process innovations, or push others to re-think the “norm.”

  • Leverage detailed understanding of user patterns to be a trusted sounding board for cross-functional team.

  • Be an integrator

  • Actively pursue making connections across disparate internal and external areas of the business to affect holistic change.

  • Facilitate and apply cross-team information flow and collaboration within and outside managed projects.

  • Present analysis, solutions, and business cases related to managed projects to senior management.

  • Learn from peers to identify opportunities for best practices and improved operations within the SX team.

  • Be a delivery agent

  • Take accountability for managed projects, frame them properly to define scope, success criteria, timelines, and risks, and then work towards successful completion.

  • Oversee successful delivery of project materials (including workflows, tools, or supporting artifacts).

  • Apply critical thought to lead cross-functional teams towards solutions effectively.

Skills You Will Need Here:

  • Experience managing cross-functional projects, product development, or software development projects.

  • Proven 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.

  • Being capable and comfortable with changing priorities, multitasking, shifting perspective between macro- and micro-details, and experimenting to find new solutions with a willingness to fail fast.

  • Experience in interacting with senior level management in formal presentations and informal decision-driving discussions.

  • Self-motivated and tenacious in both the pursuit of continued process innovations that will transform Cengage's operations and continuous personal learning.

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

  • Strong comfort with both Excel pivot tables and PowerPoint to draw conclusions objectively from extensive data and present findings in a clear story to non-technical audiences.

  • 5-10 years’ work experience working in a relevant field such as Technology delivery, program or project management, product development, or operations.

  • 3-6 years’ experience working in an “integrator” type role across business functions, building relationships and delivering more through influence than direct-report management.

Preferred But Not Required

  • Understanding of various aspects of technology operational delivery: SDLC, commercial models and negotiations, change management, release management, and security

  • Experience with Cengage Learning products, content development, processes, markets, and competitor products.

  • Experience with other project management tools and techniques (e.g. Gantt Charts, SmartSheet, JIRA, Confluence, McKinsey Approach)

  • Formal training or understanding of emotional intelligence, psychological safety, and communication practices

Job Locations US-OH-Cincinnati | US-MA-Boston | US-NC-Raleigh | US-MI-Farmington Hills | US-NY-Clifton Park | US-CA-Temecula | US-KY-Independence

Posted Date 2 weeks ago (11/10/2020 3:11 PM)

Requisition ID 2020-9126

Job Function Operations

Cengage is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. You may view Cengage’s EEO/Affirmative Action Policy signed by CEO Michael Hansen and Equal Employment Opportunity is the Law notice by clicking on their corresponding links.

Cengage is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at or you may call us at +1 (617) 289-7917.