Compliance Operations Specialist, Escalations

Course Hero, Inc. is now Learneo! 

Learneo is a platform of builder-driven businesses, including Course Hero, CliffsNotes, LitCharts, Quillbot, Symbolab, and Scribbr, all united around a shared mission of supercharging productivity and learning for everyone. We attract and scale high growth businesses built and run by visionary entrepreneurs. Each business innovates independently but has a unique opportunity to collaborate, experiment, and grow together, and they are supported by centralized corporate operations functions, including HR, Finance, and Legal. 

We are seeking a dynamic and experienced Compliance Operations Specialist to join our compliance team and play a crucial role in managing internal and external escalations across various functions within our organization. The compliance team at Learneo plays a vital role in our organization by diligently responding to inquiries from all our business lines, addressing matters related to compliance, Digital Millennium Copyright Act (DMCA), and privacy. They are responsible for safeguarding copyrights on our site, actively managing risk by driving copyright compliance initiatives throughout the company, and addressing all copyright and legal-related inquiries. The Compliance Operations Specialist will work closely with the Legal team to ensure effective communication, compliance with policies, and seamless workflow management. This role will involve handling escalated tickets from our internal teams and collaborating with team leads to address and resolve issues promptly. The successful candidate will be an exceptional communicator with the ability to engage with high-level partners and stakeholders, adapt to a rapidly evolving environment, and contribute to the company's growth.

Key Responsibilities:

• Manage copyright and privacy related internal and external escalations across multiple business lines, collaborating cross-functionally to ensure swift and efficient resolution.
• Work closely with the Legal team to ensure that all communication and actions align with company policies and regulatory requirements.
• Oversee and address escalated tickets from internal teams, coordinating with team leads to identify root causes and implement appropriate solutions.
• Develop and maintain clear escalation procedures and guidelines to facilitate consistent and effective resolution processes.
• Maintain a comprehensive understanding of the Learneo’s products, services, and industry trends to provide informed guidance during escalations.
• Collaborate with various departments to identify trends and recurring issues, proposing process improvements to prevent escalations.
• Monitor and analyze escalation metrics, generating reports to provide insights and recommendations for continuous improvement.
• Participate in regular meetings and training sessions to enhance knowledge and stay updated on company developments.
• Adapt to the evolving needs of the company, adjusting strategies and approaches to support growth and change.
• Stay up-to-date with industry best practices in escalation management and contribute innovative ideas to enhance the company's processes.

Qualifications:

•  2+ years of relevant experience in escalation management or a related role, preferably in a fast-paced and dynamic environment.
• Bachelor's degree in a relevant field or equivalent work experience.
• Strong understanding of copyright (and privacy) legal and regulatory frameworks related to the industry.
• Ability to engage with stakeholders at all levels.
• ability to analyze complex issues and develop practical solutions.
• Detail-oriented mindset with the ability to manage multiple tasks simultaneously.
• Collaborative team player who can work effectively across functions and departments.
• Ability to manage and nurture relationships with external partners, communicating effectively and maintaining a professional demeanor.
• Ability to maintain composure and make well-informed decisions under pressure.
• Proficiency in using relevant software and tools to track and manage escalations.
• Flexibility to adapt to changing priorities and company growth.

Join us as a Compliance Operations Specialist and contribute to our mission of providing exceptional customer experiences while ensuring compliance and efficient resolution processes. Apply today to be part of our dynamic and forward-thinking team.

Benefits & Perks!

• Competitive salary, annual bonus, and RSUs
• Medical coverage, including full dental and vision
• Life and disability benefits
• 401(k) program (US)  / retirement savings plan (Canada) with company match
• One month paid sabbatical after 5 years at the company
• Education reimbursement
• Professional development workshops & industry conferences
• Paid parental leave
• Flexible work schedule
• Social responsibility program (volunteer time off and donation matching)
• Annual wellness stipend
• Monthly tech stipend
• Annual family planning stipend
• Monthly snack boxes delivered to your door
• Cell phone allowance

For positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records. Other locations: IL, MA, NJ.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We strongly encourage you to apply if you're interested: we'd love to learn how you can amplify our team with your unique experience!

We are a virtual-first company and have employees dispersed throughout the United States and Canada. We have a market-based pay structure that varies by location. The base pay for this position is dependent on multiple factors, including candidate experience and expertise, and may vary from the amounts listed below. You may also be eligible to participate in our bonus program and may be offered an equity award, benefits, and other types of compensation.
In accordance with California law, the base salary for this role if filled within California is $77,000-86,000 

#LI-Hybrid