Overview Impact the moment When was the last time you experienced the impact of your work? Our Customer Services team thrive on building meaningful relationships with educators and learners. Come and join us as our new Manager, Customer Services role where you will be given the opportunity to touch the lives of learners and experience first-hand the impact our solutions have on students and educators alike. How can you make an impact? As our new Manager, Customer services, you are responsible for operational performance for a team of 30-50 seasonal associates who handle Backoffice transactional processes across McGraw Hill. You will have the right levels of competence to build a case that draws visibility to customer issues and get issues prioritized appropriately. Perform multitasking like staffing, maintaining service levels agreement, decision making, that will impact our customers and our continued success. Working hours for this role will be 04:30PM IST – 01:30AM IST (US Business Hours) A typical day might include: Serve as a leader of various back-office processes within Customer Service. Monitor and ensure all teams are meeting expectations, achieving goals, and meeting annual budget targets. Establish and oversee quality assurance and training programs that result in high-quality service. Analyze voice of the customer data, identify areas of improvement and implement changes. Develop and implement process improvements aimed at reducing costs. Develop a culture of continuous learning and develop individual development plans for the leadership team You should apply if: Bachelor's degree in related field or equivalent experience. 12+ years of job-related experience in customer support operations and strong leadership skills. Minimum 5 years of experience in team and project management. Good at performing and analyzing data for trends, process improvement and service opportunities. Ability to communicate effectively and strong customer service and problem-solving skills. Why work for us? The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfillment that will inspire you to even greater heights. A competitive salary, an annual bonus plan is provided as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered. 48240