[Remote] Learning Operations Manager

Note: The job is a remote job and is open to candidates in USA. Udemy, together with Coursera, provides a global learning platform serving individual and enterprise learners. The Learning Operations Manager supports Udemy Business customers by managing day-to-day platform operations, catalog and license administration, reporting, support requests, training, and continuous improvement across customer accounts.

Responsibilities

• Manage day-to-day platform operations including license management and rotation, configuration updates, and learning path upkeep
• Draw on deep knowledge of the Udemy catalog to help customers identify relevant content, surface recommendations, and find replacements for retired or outdated material
• Deliver lightweight reporting and surface insights to customer admins, including guidance on which metrics to track and what the data means in practice
• Chase down open support requests on behalf of customer admins, following up on ticket status and flagging anything that needs attention — routing technical resolution to the appropriate support teams as needed
• Facilitate ad hoc training sessions, webinars, and lunch-and-learns to support platform adoption and build administrator confidence
• Serve as the customer's go-to Udemy expert, providing deeper platform knowledge than their internal team can sustain across multiple tools
• Manage incoming operational requests across a portfolio of customer accounts, triaging and fulfilling tasks with consistency and care
• Escalate thoughtfully when requests fall outside the scope of the engagement, routing customers to the right internal teams

Skills

• • Learning Program Management: You know how to keep a learning program running smoothly — maintaining content relevance, managing the moving parts of an existing learning program, and making sure learners continue to get value from what's already been built
• • Business Analysis: You can dig into how a customer is using the platform, proactively identify gaps and opportunities, and turn what you find into practical recommendations that make a real difference for their learners and admins
• • Stakeholder Management: You build strong working relationships with the people you support — understanding their priorities, communicating clearly, and serving as a reliable, knowledgeable resource they can count on
• • Continual Improvement Process: You do not just complete tasks — you look for patterns, spot opportunities to do things better, and proactively suggest improvements that help customers get more value from the platform over time
• • Experience in a platform operations, managed services, learning administration, or customer-facing support role
• • A strong sense of what good looks like in a learning program — able to evaluate whether content is well-sequenced, paths are logically organized, and programs are set up for learner success
• • Strong attention to detail and organizational skills, with the ability to manage tasks and requests across multiple customer accounts simultaneously
• • Ability to analyze platform usage and engagement data and translate findings into practical, actionable recommendations
• • Clear and confident communication skills, with the ability to build trust with customer admins and keep stakeholders informed and aligned
• • A proactive mindset — comfortable identifying opportunities for improvement and raising them before customers have to ask
• • Experience facilitating training sessions, webinars, or other learning events in a professional context
• • Comfort working across a variety of customer engagements, from premium support arrangements to temporary backfill situations

Benefits

• In addition to a base salary, this role is also eligible for equity.
• Coursera + Udemy lets you choose the best way to work, whether it’s from home, an office, or a collaboration space.
• We’re a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones — creating opportunities for teams to come together.

Company Overview

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