Total 4 operations advisor job vacancies in taguig metro manila

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Working as a member of the Support Operations Team, this role will provide day-to-day support, maintenance and implementation of new features across multiple channels and brands in our Zendesk instance.  You will play a pivotal role in the ongoing success of our  Support Teams and the wider Customer Experience function through the implementation and ownership of customer focused processes, systems management and reporting, whilst promoting consistency and the adoption of best practice. You will work closely with key stakeholders to develop and refine workflows to meet the needs of both the Support Team and the wider Customer Experience team through accurate reporting and change management, with a customer centric lens on all of the work completed within the team.

Collaborating across multiple functions including our Systems, Engineering and Go to Market Teams, you will ensure we are able to report on the success of our Customer Experience teams, and keep customers informed of our system health via Status Page and degradation reporting.

Responsibilities: 
Maintenance and optimisation of Turnitin’s Zendesk instance

• Review Triggers, Automations, Views and Macro’s, ensuring that these are up to date, and retired as needed

• Build workflows include capturing relevant analytics that can be used for driving process improvement, measuring agent performance, and enhancing end-user experience

• Provide support for Zendesk end users internal to Turnitin when they have requests or service issues that they’re encountering

Work with Zendesk Support, Turnitin Systems Team and Third Party Vendors

• Work with Zendesk support as needed to understand any service issues, system needs and support requests that can’t be handled in house

• Perform upgrades and configurations as required on the different support channels offered through Zendesk including email and messaging

• Provide operations support within Zendesk, working through feature requests, updates, and maintenance of Zendesk

• Provide support for new feature deployments, internal testing, and rollout of changes across all departments

Management of Turnitin’s Zendesk account

• Audit user permissions on a monthly basis, ensuring that we are tracking against forecast on our flexible licensing model, and users who are not actively utilising their accounts are downgraded

• Review access requests for both agents and members of other teams across the business, ensuring that the correct roles are access are provided, without incurring unnecessary costs

• Partner with leadership and peers to develop and maintain Zendesk policies and processes, ensuring that Standard Operating Procedures are produced and maintained at a regular cadence.

Reporting

• Design, deliver and maintain technical monitoring reports and dashboards, across multiple systems, to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner

• Contribute to the P0 process and subsequent postmortem and degradation report activity, ensuring that customer impact analysis is available

• Ownership of public facing system monitoring tools (statuspage) from a Customer Experience perspective, always operating with a customer centric mentality

Requirements:

• 2+ years experience of working as an Administrator of Zendesk

• Experience with integration, connector apps and API’s

• Proficiency with troubleshooting technical issues of various levels

• A strong understanding of both formal and informal change management processes

• Effective data analytics skills, with a background in using Zendesk Explore and Excel/Google Sheets

• Experience developing and implementing projects, from proof of concept to large scale deployment 

• Strong organisational and analytical skills

• Excellent written and verbal communication skills including experience of reporting out across different levels of stakeholders ranging from individual contributors to executive level, with varying levels of technical knowledge

• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners

• Passion for excellent customer and user experience

• Ability to work in a fast-paced environment, managing multiple priorities & projects

• Ability to work independently and perform under pressure

Desirable:

• Experience of working within a multi product support organisation

• Experience of working as an Administrator of a multi-brand instance of Zendesk

• A working knowledge of Salesforce and Jira

• An understanding of AI tools used in Technical Support teams, including Zendesk AI
  
  * Working Hours: Eastern Time Zone (ET) 
  * 9:00 PM in Manila (Graveyard Shift)

Tii Elements:

• Accountability

• Collaborating and Influencing

• Quality Focus

• Educator

• Relationship Building

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by  putting educators and learners at the center of everything we do.
• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership - We have a bias toward action and empower teammates to make decisions.
• One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off 
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

This role manages the overall quality of service delivery and daily operations
through relationship management with the BPOs.

This role will focus on driving improvement in delivery management core processes and opportunities, BPO performance and customer satisfaction.

• Act as the main point of contact for the BPO and handle their day-to-day communication and requirements.
• Define, develop, communicate and implement standard operating procedures and best practices for BPO execution.
• Manage client and BPO expectations to ensure implementation and use of services are within the agreed scope and timeframe.
• Manage BPO contract fulfillment from a day-to-day relationship and operational perspective.
• Manage BPO staff onboarding, the proper use of all agent tools and offboarding in alignment with Turnitin’s security requirements.
• Maintain a working knowledge of operational support requirements and expectations, across Turnitin product lines, to support all BPO teams and foster accountability.
• Monitor quality of deliverables according to Turnitin’s expectations and standard operating procedures to ensure that the relevant KPIs are met.
• Manage and supervise BPO performance in alignment with Turnitin’s objectives, adjusting milestones as needed to drive BPO and agent-specific performance.
• Responsible for ensuring appropriate internal escalations are progressed with proactive and effective communication to minimize any impact.
• Focus on improving quality through the use of calibrations, audits, and evaluation of performance scores to maintain operational compliance.
• Lead improvement in BPO new hire and overall team performance through ongoing coaching, feedback, positive recognition, and the implementation of corrective action to course correct.
• Review analytics and reports to address quality, performance and forecast concerns and opportunities.
• Responsible for managing diverse cultural contexts to ensure the successful handling and productivity of all BPO relationships.
• Produce supporting materials, including documentation and template plans for use by internal and external stakeholders involved in assessment delivery and reviewing services.
• Identify and implement new strategies/policies/systems to improve the quality and efficiency of service delivery performance and accuracy.
• Work cross-functionally with our CSMs and Product teams to continually improve performance and drive towards increased self-service and ticket deflection.

Essential

• Bachelor’s degree or equivalent experience.
• 3+ years of experience in managing nearshore/offshore teams.
• Prior Vendor Management experience.
• Experience gathering business and functional requirements with involved teams (including external partners).
• Strong organizational and analytical skills.
• Excellent written and verbal communication skills.
• A passion for consistent and timely delivery and the personality to overcome any obstacle associated with the ability to work individually or as part of a team.
• Highly data-driven with a commitment to process. The ability to thrive in a fast-paced, dynamic and always changing environment.
• Working Hours: US Central Time zone.
• Demonstrated skill sets:
  • Internal and External relations: Create relationships across internal functional teams to develop and maintain line of sight to the client’s objectives.
  • Time Management: Coordinate timely completion of client and internal deliverables across functional teams
  • Leadership: Lead and collaborate on day-to-day and ad-hoc requests in addition to providing prioritization level to the transversal team.

Desirable

• Experience managing remote stakeholders
• Experience in customer-facing role, in a high-tech environment
• Experience/knowledge of the EdTech industry
• Fluency in a European language

Personal attributes

• Leading by persuasion and motivation.
• A bias for action and ownership.
• Ability to collaborate with internal teams for the benefit of the customer.
• Empathetic to customer needs, understand the questions that customers ask.

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by  putting educators and learners at the center of everything we do.

• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.

• Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.

• Action & Ownership - We have a bias toward action and empower teammates to make decisions.

• One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.

• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off 
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*
• * varies by country

Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!

Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, Ouriginal and ProctorExam.

Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.

Turnitin partners with institutions to ensure the integrity of global education and meaningfully improve learning outcomes. Today, Turnitin serves over 15,000 institutions globally and is rapidly expanding to reach its five year vision of becoming the definitive global leader in integrity and assessment. This vision requires the sales team that sells a platform with multiple new solutions and creates deeper relationships with customers. With our global go to market teams consisting of sales professionals who work with customers to ensure their success and grow their footprint, the sales operations team focuses on the success of the sales team today but looks ahead to help the sales team achieve their goals with effective data, tools and processes. 

Turnitin is looking for a Sales Operations Analyst to be a partner with the larger commercial Revenue Operations team along with the GTM sales team to help enhance the efficiency and productivity of the sales team, to help facilitate our rapid team expansion and customer growth across the organization. 

As a Sales Operations Analyst you will support direct and indirect sales teams across the organization in analyzing system data to establish and implement process alignment and improvements to align sales strategy. The role will be critical in evaluating the general health of the sales process in order to help Turnitin run effectively and efficiently. You will collaborate with the broader Commercial  Operations team, Marketing, Finance and other stakeholders to ensure the best experience and most efficient processes to drive the sales process.

Our ideal candidate is a professional with knowledge of sales and customer service best practices. To succeed in this role, you should have excellent time management, collaboration and communication skills along with experience of working closely with customer facing sales teams. The person must have very strong organizational skills and an excellent eye for detail. They must also be flexible and willing to dive into every challenge. We expect you to perform well in a team environment and have exceptional people skills. Ultimately, you should be driven and passionate about ensuring the success of the sales team by delivering information.

Key Responsibilities and Outputs

• Based on data analysis, establishes and drives process improvement, adoption, and effectiveness at every level of the sales process, ensuring process compliance
• Support and optimize the use of Salesforce, including assisting with ongoing enhancements and testing
• Helps set and enforce best practices related to Salesforce data hygiene. 
• Works closely with Sales Enablement to create, maintain and deliver onboarding content
• Delivers onboarding of new hires
• Creates and maintains documentation of processes, standard operating procedures, and visuals for training purposes.
• Ensures that training content is up to date and accurate
• Gathers reporting and dashboard requirements to provide visibility to sales teams on pipeline and performance against targets
• Tracks and reports key performance indicators (KPIs) for the sales team, identifying areas for improvement and recommending strategic solutions to achieve sales goals
• Produces and maintains regular and ad-hoc Salesforce reporting and dashboards based on metrics that drive sales velocity for Sales, Marketing and Finance
• Partner with finance, marketing, and other departments to align sales operations with overall business objectives
• Drive the successful execution of project-based initiatives to enhance sales operations efficiency, collaborating with cross-functional teams, ensuring milestones are met and objectives achieved within specified timelines
• Develops and executes change management strategies conducting training sessions and providing ongoing support to ensure the seamless integration of changes and adoption of new processes and tools into the daily operations of the GTM sales team

Proven characteristics for success

• Organized, process driven personality with a solid attention to detail
• Highly organized and accurate
• Highly self motivated/committed
• Ability to manage and assess multiple priorities
• Ability to thrive in a fast-paced environment
• Curiosity and a passion for learning  

Essential

• A minimum of 3 years of solid experience in a sales support-oriented role, showing understanding of the intricacies of sales operations and support functions
• Exhibit in-depth knowledge and hands-on experience working with Salesforce, with a focus on utilizing this platform for optimal sales management and strategic decision-making
• Exceptional communication skills, both written and verbal, with the ability to articulate complex ideas and strategies clearly
• Demonstrated strength in analytical thinking and organizational prowess, showcasing the ability to transform data into actionable insights presented in various formats, facilitating informed decision-making 
• Competence in time management and problem-solving, substantiating the ability to navigate complex challenges and deliver optimal solutions efficiently
• Experience with sales teams, SaaS businesses, and/or educational technology, accentuating a comprehensive understanding of diverse industry landscapes

Preferred

• Advanced Salesforce Administrator Certification
• Expertise in change management, driving successful transformations implementing strategic initiatives to enhance processes and seamlessly integrating new methodologies
• Experience with enablement systems such as Groove, Highspot
• Proven experience in working with Salesforce and in creating reports and dashboards

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of making a difference in the lives of educators, administrators, learners and researchers around the world, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. In our Remote-First approach to collaborating, you are also able to work the way that best fits your style and situation - whether that be remote, in one of our offices/rented spaces, or hybrid.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. 

Our Values underpin everything we do.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by  putting educators and learners at the center of everything we do.
• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership - We have a bias toward action and empower teammates to make decisions.
• One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

Global Benefits

• Flexible/hybrid working 
• Remote First Culture
• Health