Codecademy is a NYC based startup that aims to equip people with employable digital skills by teaching them how to code. We are looking to hire a Senior Product Operations Associate to join the team responsible for building the systems that deliver personalized code support and empower our users through the difficult journey of learning to code.

Our Product Operations team is responsible for not only building but executing support strategies for new products or features that improve the experience for our millions of learners worldwide. We partner with multiple cross-functional teams including Product, Engineering, Design, Curriculum, Customer Support, and People Ops to ensure new products successfully launch and grow, while meeting compliance standards and service level agreements with our learners.

Our team is constantly iterating, solving problems, and working together to make learning to code easier, more accessible, and more enjoyable. Product Operations helps determine strategy, process, and tooling infrastructure requirements to efficiently meet the needs of the business, as well as influencing product development as the voice closest to our learners.

Whether we're supporting the launch of new products or helping users achieve their learning goals, the people at Codecademy are scrappy builders at heart. Together, we can redesign education and deliver the best online learning experience.

As our Senior Product Operations Associate, you will manage the delivery of all our Pro Intensive programs, collaborating with cross-department teams through the entire Pro Intensive life cycle, from production to public release to market fit. We will expect you to design, iterate upon, and continually execute the operational procedures needed for Pro Intensives to scale, supporting Code Coaches and the learner community. You will be the owner responsible for the success of the Pro Intensive student experience, from enrollment through to graduation and beyond.

Role:

• Own the experience within Pro Intensives, optimizing our operations for scale while driving ever higher rates of student success and satisfaction.
• Manage and develop a motivated, skilled remote team of Codecademy Coaches to assist Pro Intensive users in their learning journey.
• Foster a student community that will scalably support itself through the difficulties in learning to program – asking and answering their own questions, mentoring each-other, even building lasting friendships.
• Over time, build the foundations to extend student engagement beyond graduation. An alumni experience at Codecademy will drive persistent brand interaction, repeat purchases, referrals, and ultimately its own revenue streams – this work begins with an engaged student experience.
• Collaborate with product managers, designers, and engineers, to manage the messaging and go-to-market strategy for new Intensive programs.
• Generate and surface qualitative & quantitative user insights through feedback collection, analysis, and reporting. Turn these insights into KPIs and action items, working with your colleagues to drive concrete, measurable improvements to the learning experience.
• Own execution of project and program management life cycles, ensuring production deadlines are met while monitoring, tracking and analyzing operational health metrics.
• Evaluate workflows, establish/improve processes, and contribute to the development of optimization strategies to deliver the most value to the Codecademy learning community.

You will be successful if you:

• You lead every Pro Intensive to success. If a cohort is or isn't going well, you'll be the first to know. You find, diagnose, and solve problems. You ideate, pilot, and roll out initiatives that empower students to succeed.
• You work effectively at scale, working with all the resources at your disposal – from our team of Coaches to our user base itself – to amplify your efforts and have maximum impact.
• Talk regularly with Code Coaches and students to drive alignment and help validate the product and content roadmap.
• You work collaboratively with our designers, engineers, support staff, and product managers to ensure that our learners have a seamless experience with their Pro Intensive.
• You develop quantitative and qualitative insights into the user experience to inform decision-making across the company. If we have questions about our users, you either already have the answers or know how to get them.
• You communicate clearly and think critically – quickly turning ambiguity into clarity.
• You are efficient and scrappy, taking the initiative and achieving results on tight deadlines using minimal resources.

What we're looking for:

• 4-6 years of community, support, and/or operational experience at a consumer-facing internet company.
• You have managed remote teams of workers.
• You’re a people-person and a connector: you have natural relationship-building skills, you're deeply empathetic, and you have a demonstrable love for developing communities.
• Your work experience speaks to your entrepreneurial nature – you've shown you have what it takes to usher products or projects from ideation through to completion.
• A proven track record balancing the delivery of high-quality experiences to paying customers on tight timelines, while driving the growth of core business metrics.
• You’re self-motivated, able to work independently and comfortable collaborating with senior management and cross-functional teams.
• You understand our users' learning journey because you've been there yourself. You have picked up some coding skills and you can speak to their impact.

What will make you stand out:

• You’ve learned technology skills on Codecademy.
• You have experience in support related field.

At Codecademy, we are committed to teaching people the skills they need to upgrade their careers. Codecademy aims to educate a richly diverse demographic of users with our product and in order to accomplish this, we believe our team should reflect that rich diversity. Our company celebrates diversity in all of its forms-- race, gender, color, national origin, marital status, sexuality, religion, veteran status, age, ability, disability status-- and works to create an inclusive workplace where people of all backgrounds and beliefs are empowered to better their futures.