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Salary: USD 89,600 - 119,000 / annual
Coursera and Udemy have merged to create a comprehensive skills platform serving 300+ million learners and 12,000+ enterprise customers. This role is a dedicated operational partner to Udemy Business customers, functioning as a specialized support resource to customer platform admins and product owners who typically manage multiple HR tools alongside Udemy.
You will manage day-to-day platform operations including license management and rotation, configuration updates, and learning path maintenance. Drawing on deep knowledge of the Udemy catalog, you'll help customers identify relevant content, surface recommendations, and find replacements for retired or outdated material. You'll deliver lightweight reporting and insights to customer admins, including guidance on which metrics to track and what the data means in practice.
Key responsibilities include chasing down open support requests on behalf of customer admins, following up on ticket status, and routing technical issues to appropriate support teams. You'll facilitate ad hoc training sessions, webinars, and lunch-and-learns to support platform adoption and build administrator confidence. You'll serve as the customer's go-to Udemy expert, providing deeper platform knowledge than their internal team can sustain across multiple tools.
You'll manage incoming operational requests across a portfolio of customer accounts, triaging and fulfilling tasks with consistency and care. This role may support customers through premium add-on arrangements, temporary backfill situations, or ongoing admin-style support engagements. You'll escalate thoughtfully when requests fall outside the scope of the engagement, routing customers to the right internal teams.
Coursera + Udemy operates as a globally distributed team with flexible work arrangements, coming together intentionally for collaboration, complex problem-solving, and key milestones.
REQUIREMENTS:
- Experience in platform operations, managed services, learning administration, or customer-facing support role
- Strong sense of what good looks like in a learning program — able to evaluate whether content is well-sequenced, paths are logically organized, and programs are set up for learner success
- Strong attention to detail and organizational skills, with ability to manage tasks and requests across multiple customer accounts simultaneously
- Ability to analyze platform usage and engagement data and translate findings into practical, actionable recommendations
- Clear and confident communication skills, with ability to build trust with customer admins and keep stakeholders informed and aligned
- Proactive mindset — comfortable identifying opportunities for improvement and raising them before customers have to ask
- Experience facilitating training sessions, webinars, or other learning events in a professional context
- Comfort working across a variety of customer engagements, from premium support arrangements to temporary backfill situations
