Why us, why now?

The Manager, CES Operations leads the operational execution of Career Exploration Services programs by overseeing business operations staff, coordinating cross-functional initiatives, and ensuring successful delivery of annual program cycles, operational priorities, and customer-facing activities. The role translates strategic priorities established by CES leadership into operational plans, resource assignments, performance expectations, and measurable outcomes.

Working closely with Product Management, Analytics, Communications, Customer Engagement, and other AAMC teams, the Manager establishes operational priorities, monitors performance, resolves escalated issues, and drives continuous improvement initiatives that enhance service delivery, operational effectiveness, and customer satisfaction.

How will you make an impact?

Operational Leadership & Program Execution:

• Develop and oversee project plans, workstreams, timelines, milestones, deliverables, and resource requirements across multiple initiatives and annual business cycles.

• Translate organizational priorities into actionable operational plans, timelines, deliverables, and team assignments.

• Monitor execution progress, identify risks and dependencies, and implement mitigation strategies.

• Ensure operational readiness for product releases, annual milestones, customer-facing events, and business-critical activities.

• Coordinate cross-functional activities to support successful program execution.

• Ensure operational policies, procedures, training materials, and documentation remain accurate and effective.

Stakeholder Engagement & Customer Support Oversight:

• Serve as the operational escalation point for complex customer, stakeholder, and business issues.

• Maintain strong relationships with internal and external partners to support successful program delivery.

• Oversee engagement activities with advisory groups and affinity groups.

• Represent CES programs in meetings, webinars, conferences, and stakeholder forums.

Outreach, Training & Knowledge Management Oversight:

• Oversee outreach plans, communication activities, training programs, and user support resources across CES programs.

• Oversee operational readiness activities related to product releases, seasonal cycles, customer communications, and organizational initiatives.

• Support development of customer education and engagement strategies that improve product adoption and effective use.

• Promote knowledge sharing, documentation standards, and business continuity practices across CES operations.

Process Improvement & Operational Excellence:

• Establish operational metrics and monitor performance indicators.

• Review operational data, customer feedback, and service trends to identify improvement opportunities.

• Lead process improvement initiatives that increase efficiency, quality, scalability, and customer satisfaction.

• Support operational forecasting, capacity planning, and business continuity efforts.

Team Leadership:

• Establishes performance expectations, priorities, and development goals aligned with CES objectives.

• Provides coaching, feedback, mentoring, and performance management support.

• Allocates workload and resources to ensure effective execution of operational and outreach activities.

• Fosters a culture of accountability, collaboration, customer focus, and continuous improvement.

What you will bring to the role:

Required Qualifications:

• Bachelor's degree Higher Education, Business Administration, Project Management or a related field or equivalent professional experience.

• 8-10 years of related work experience

• 3-5 years of supervisory experience

• Experience leading operational programs, business processes, customer engagement activities, or service delivery functions.

• Experience managing projects involving multiple stakeholders, timelines, and deliverables.

• Experience leading teams in a matrixed environment and coordinating cross-functional work.

• Experience developing operational processes, documentation, training, or customer support practices.

• Strong written, verbal, organizational, and stakeholder management skills.

• Demonstrated ability to analyze information, solve problems, and implement process improvements.

Preferred Qualifications:

• Experience in higher education or residency training; familiarity with project management tools;

• Experience supporting technology-enabled products;

• Experience working with clients, outreach, communications or product teams.

Remote Work Eligibility

This position is eligible for remote work in the contiguous US

Compensation Grade Range

$115,855.00-$136,300.00

Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate's work experience, education and training, as well as internal equity, market, and business considerations.

If a bachelor's degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience.

Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name.

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