Sr Director, CTSS Operations - Nashville - Cengage Group

    Cengage Group
    Cengage Group Nashville

    3 days ago

    Description

    Sr Director, CTSS Operations

    We believe in the power and joy of learning.

    Cengage Group's employees have a direct impact helping students around the world discover this power. Our shared purpose drives innovation to improve lives through education.

    • Document global support processes, workforce planning, scheduling & vendor relationships.
    • Evaluate critical metrics across channels, monitor real-time performance & lead root cause analysis.

    The Sr Director leads customer satisfaction efforts and develops strategies to boost CSAT scores. They collaborate with Product and Engineering on bug triage and product quality feedback loops.


    About Cengage Group:
    This global edtech company connects learners to employment through trusted content, Ai-powered insights & scalable digital platforms for meaningful outcomes at every stage of learning.,
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