Full-Time

Senior Manager

Technical Enterprise Resolution

Posted on 11/18/2024

Guild Education

Guild Education

1,001-5,000 employees

Education benefits and workforce development solutions

Consulting
Enterprise Software
Education

Compensation Overview

$130k - $160kAnnually

+ Company Stock Options

Senior, Expert

Remote in USA

Candidates must be able to live and work full-time in one of the following states: AZ, CA, CO, CT, FL, GA, ID, IL, IN, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, and Washington D.C.

Category
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Required Skills
Data Analysis

You match the following Guild Education's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • 7+ years of professional experience as a strong systems thinker and an engaged problem solver, with demonstrated capability to traverse many systems and teams to understand root cause, enable cohesive issue resolution, and continuous improvement/learning as a result
  • 3+ years of experience as a people-oriented leader, who believes in and fosters a transparent and feedback-rich environment, and is comfortable pushing forward thinking across the organization
  • Experience in managing high-impact issues with the ability to clearly synthesize and communicate across all levels from individual contributors to executives
  • A strong belief in measuring what matters, with experience in developing operational metrics, methodologies for measurement, and driving towards the common goal
Responsibilities
  • Oversee investigations for Tier 2 incidents and support tickets, defining the day to day processes and expectations, while providing team specific support where needed (ex: highly complicated incidents or tickets)
  • Monitor team performance metrics and adherence to SLAs to ensure delivery against business objectives and goals
  • Synthesizes incident and ticket trends and insights for cross-functional partners to drive process, product, operational, and technological improvements
  • Understand Guild's business processes to identify risks and streamline resolutions.
  • Develop system and data knowledge to guide technical problem analysis
  • Promote a culture of strong problem-solving and collaboration within the team
  • Build effective relationships with cross-functional peers to drive high-level cross team goal alignment as well as tactical process improvements etc
  • Onboard and train new members of team as needed
  • With an eye towards consistent improvement, evolves and refines incident and ticketing policies, frameworks, methodologies, documentation strategies, etc

Guild Education provides education benefits to large employers, helping them invest in their employees' education and skills development. The company partners with employers to offer programs like tuition reimbursement, access to online courses, and degree programs from accredited institutions. This approach aims to improve employee satisfaction, reduce turnover, and attract top talent. Guild Education generates revenue through fees from employers for managing education programs and commissions from educational institutions for student enrollments. In a job market that requires continuous learning, Guild's services help companies prepare their workforce for future challenges while promoting diversity and inclusion. The goal is to transform education programs into strategic investments that enhance talent acquisition, retention, and overall company morale.

Company Stage

Series F

Total Funding

$626M

Headquarters

Denver, Colorado

Founded

2015

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

0%

2 year growth

1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for upskilling programs boosts Guild's relevance in workforce development.
  • Partnerships with companies like MOD Pizza expand Guild's reach and impact.
  • Recent $264 million funding supports aggressive expansion and product development.

What critics are saying

  • Increased competition from providers like EdAssist may impact Guild's market share.
  • Economic downturns could reduce corporate spending on education benefits, affecting revenue.
  • Data privacy concerns with AI integration could lead to regulatory challenges.

What makes Guild Education unique

  • Guild Education partners with large employers to offer education as an employee benefit.
  • Their tech-enabled student advising model supports working adults from start to finish.
  • Guild's platform integrates AI insights to empower HR leaders in talent transformation.

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Benefits

Be an owner - Every employee is granted equity in Guild with a 4-year vesting schedule as well as a 401(k).

Prioritize your time - We offer generous parental leave, PTO, and onsite daycare for Denver-based employees

Have a learner's mindset - Guild offers student loan reimbursement, 100% tuition assistance for your first bachelor’s degree, and $10K/year toward additional education.

Take care of yourself - Comprehensive medical, dental, and vision plans because we care about the health and well-being of all Guild employees.

INACTIVE