Manager, Launch Services

United States
About Udemy
We believe anyone can build the life they imagine through online learning. Today, millions of students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
 
Founded in 2010, Udemy is publicly traded and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).
 
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Operating in a leadership capacity on Udemy’s Professional Services team, we are looking for a Manager to lead and scale the launch services team. 

As the Manager, Launch Services, you’ll manage a team of Launch Specialists who are responsible for being experts in all things Udemy products and being the resource to our customers as they onboard. The team is responsible for capturing customers' unique needs and acting as a trusted advisor, providing technical and operational guidance to help customers effectively leverage our products and drive maximum impact for their business.  

Responsibilities include building out operational standards to streamline the onboarding experience to launch Udemy’s solutions quickly and drive impact throughout our customer's organizations. Your leadership and strategic thinking will be important to building an efficient and scalable launch team and approach ensuring high quality. You will establish a strong partnership with Sales, Customer Success, and Product and bring a services mindset to help customers achieve their learning strategy, deploy new programs, and measure success.

Reporting to the Director of Professional Services, you’re a strong customer-first advocate. You love finding innovative solutions to meet customer needs and aligning internal and customer resources to deliver against objectives.

Here’s what you’ll be doing:

  • Develop and maintain Launch Services offering that can be leveraged by Udemy’s customers
  • Becoming a thought partner on the Professional Services vision in support of Udemy’s growth
  • Setting launch management standards and best practices, while maintaining a reasonable amount of flexibility for the way our customers need Udemy to support their organization
  • Implementing areas for improvement and providing feedback to continuously improve and scale our launch management methodology, the tools we use, and how we communicate at Udemy
  • Ensuring all customer engagements adhere to defined launch governance structures, tailored to the customer, for successful delivery of Udemy’s solutions 
  • Contributing to Udemy’s resource management strategy and function, ensuring all internal resources are allocated appropriately across current and future engagements (internal and external)
  • Developing and maintaining launch documentation standards and usage of launch management and collaboration tools
  • Leading and nurturing Udemy’s Launch Services team
  • Driving team dynamics, workflow and process and being accountable for ensuring the right team is assembled
  • Alongside the Director, Professional Services and the People team, set standards for professional development growth for Launch team
  • Acting as the point of escalation for urgent issues appropriately and driving them to closure in a timely manner, working closely with stakeholders as needed
  • Leading and participating in strategic initiatives, conducting analyses, and providing recommendations
  • Developing engagement standards for pre-sales activities, supporting RFPs, and assessing technical solutions and product features 
  • Reporting performance and analyzing data to identify potential problems and issues: Assuming ownership of the problem-solving process and developing sound plans and corrective actions to ensure adherence to quality standards, delivery schedules, and cost performance.
  • As needed, act in a Launch Specialist capacity, leading by example:
    • Overseeing the implementation of launch services projects to ensure customer satisfaction and deadlines are met
    • Organizing the needs, concerns, and desires of the customers’ launch into an evolving plan while driving clarity and minimizing complexity
    • Developing relationships with key stakeholders with cross-functional teams to support coordinated project plans and align these plans with customer expectations
    • Executing time-bound and/or continuous customer-facing projects including project scope, schedule, budget, resource planning, risks, dependencies
    • Managing customer anxiety, providing the team and stakeholders not only with a high-quality result but a memorable journey throughout the project
    • Communicating clearly and effectively to Udemy and customer management on status and critical issues related to launch

We’re excited about you because you have:

  • 8+ years of relevant work experience leading a SaaS, client services teams (like launch, implementation or onboarding) by establishing launch tasks, finding opportunities for efficiency, and personnel resources; maximizing customer outcomes, maintaining quality and attaining output requirements that are consistent with cost and delivery conditions
  • Demonstrated history identifying, developing, launching, and executing strategic and operational initiatives designed to uplevel and scale team capabilities
  • Strong strategic, analytic and problem-solving skills, and capable of clearly communicating a vision and strategy across the company
  • A leadership style that empowers and develops other leaders 
  • Excellent organization, communication, and analytical skills
  • Must be disciplined and comfortable with ambiguity, possessing the maturity and capability to interact and influence across multiple levels in a global organization
  • Practical knowledge of the software, tools, methodologies, and techniques used in launch and implementation management

Minimum salary starts at $93,000

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Thank you for your interest in Udemy! We received your application and we are delighted that you would consider joining our team. At Udemy our culture prizes education, growth, and accountability. We're excited that you would like to join our mission to change lives through learning.

Our team will review your application and will be in touch if your qualifications match our needs for the role. If you are not selected for this position, keep an eye on our careers page as we're growing and adding openings.