Associate Operations Manager

The Associate Operations Manager oversees the daily operations of the customer experience team, ensuring tasks are completed efficiently and KPIs are met. This position involves coaching and mentoring team members, monitoring performance, and providing guidance on complex admissions issues while ensuring accurate and timely application processing. The Associate Operations Manager also drives continuous improvement through process documentation, optimization, and collaboration with cross-functional teams to resolve escalations and enhance automation success rates.

Oversee the daily operations of the admissions team to ensure effective workflow and task completion.

Monitor team performance to ensure KPIs are met and team goals are achieved

Create and share progress reports with the PSM.

Provide coaching, mentoring, and training to support the ongoing development of individual team members and the team as a whole

Assist the team members by ensuring requirements are clear and accurate for each school. Any changes are implemented accordingly

Manage Team application assignments and workload to ensure all priority tasks are being completed

Provide support in the onboarding and training of new and existing team members.

Ensure all training materials are regularly reviewed and updated to reflect current processes.

Provide expert knowledge and act as a resource for team members navigating complex admissions issues.

Support and monitor application-level escalations from Sales and Customer Support

Support the resolution of process-related and application-specific escalations, such as: Portal issues Program changes Resubmissions

Portal issues

Program changes

Resubmissions

Serve as the go-to escalation point for outlier or sensitive applications and relationship disturbances.

Manage and take timely, appropriate action on Jira escalation tickets.

Perform Road Runner and Submission RPA (Robotic Process Automation) manual tasks when required

Ensure accurate and timely processing of applications using relevant systems and workflows

Assist in documenting and maintaining standard operating procedures for admissions processes.

Analyze application rejections in collaboration with internal stakeholders and partner schools; identify trends and recommend improvements.

Track and monitor the success rate of automation tools; identify areas for improvement and work with relevant teams to implement enhancements.

Strong operational ownership and data-driven mindset.

Ability to lead cross-functional teams toward common enrollment goals.

Skilled in relationship management, process optimization, and performance coaching.

3-4 years of experience in customer experience or account management

High attention to detail, especially in fraud detection and quality assurance.

Familiarity with performance dashboards, Jira, and reporting systems

Minimum Associate's Degree (Bachelor's Degree preferred

Excellent adaptability to work under pressure in a fast-paced and demanding environment, deliver work with high quality, and meet tight deadlines

Excellent communication and interpersonal skills

Ability to collaborate with internal teams and external partners

Ability to work independently and as part of a team

Ability to work flexible hours to support global operations and stakeholder needs.

ApplyBoard empowers students around the world to access international education. Our global team leverages cutting-edge technology to build innovative tools and share sector insights that support our network of international students and 1,500+ partner institutions. We've helped more than 1,300,000 students from over 180 countries with their study abroad journey so far, and we're just getting started.

Ready to join us? We're grateful for your interest in joining the ApplyBoard team. However, only select applicants will be contacted for an interview.

We may use artificial intelligence tools to support the hiring process, potentially while reviewing applications, analyzing resumes, or assessing applicant responses. These tools don't replace human judgment, and final hiring decisions are made by our team members. If you'd like more information about how your data is processed, please contact us.

ApplyBoard welcomes applications from people with disabilities. Accommodations are available upon request for candidates in all aspects of the hiring and selection process.