Expert Network Manager

Our Customer Success Mission
To empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource, and to become a partner our customers adore. We will serve as strategic advisors and provide trusted support. We will be the voice of the customer internally and will foster strong cross functional partnerships. Our customers' success will be the engine that drives Udemy's success.
Our Customer Success Core Values
Strategic mindset
Resourceful
Inspirational
Trustworthy
Collaborative
About the Role
At Udemy we are on our way to becoming the world's best Learning Company, so as colleagues we are all focused on Customer Learning and Learners. Our Expert Network Manager is a primary champion of the Learner and Learning Experience, focused on Cohort Learning products and services. The best cohort learning is guided by selected subject and facilitation experts, so Udemy must continue to uplevel our Expert Network contract partners who focus on giving the Learner (individual participant) and Learning Leaders (the buyers, executive sponsors, L&D managers) a learning experience that is relevant, valuable, community-building, and outcome-producing.
Reporting to the Director of Professional Services and contributing to one of five Centers of Excellence within Professional Services, you will impact not just Expert Network and Professional Services efforts but many other groups that in turn foster Udemy Business' advantage as a provider of industry-leading expertise in the leadership development space . You will leverage strong partnerships with colleagues in Professional Services, Learning Design, Content Strategy, Customer Success, Sales and Enablement.
Here's what you'll be doing:

• Manage practices to successfully onboard and certify Expert Network contractors, from training to performance support and reporting
• Develop relationships with our talent at the individual level, to maintain a network of eager, quality resources to deliver all sold customer cohorts with a target of high satisfaction and renewal
• Match the right expert fit to customer projects, handling all administration and communication of assignments, contracts, preparation, project closure, and payment
• Identify and build new processes to improve and scale our Expert Network operations, having close synergy and efforts with other Professional Services Centers of Excellence, particularly Launch Services and Learning Architecture
• Develop and monitor moderation and facilitation evaluation methods to ensure consistency and excellence in delivery
• Develop scalable methods for collecting and monitoring feedback from internal and external stakeholders; analyze the data to uncover causal patterns regarding engagement, collaboration, attendance, and application; interpret and tell the stories revealed by the data, affecting future recruiting, onboarding, certification, and growth of the Expert Network and related delivery functions
• Forge relationships with internal teams (HR, Accounts Payable, Procurement) and vendors (Upwork, Consulting Agencies, Academic Institutions) to minimize complexity of responsibilities, meet requirements of each group, and obtain team data
• Contribute thought leadership on how to improve and deliver high-impact learning experiences, contributing to a systematized feedback loop for advising Product Management, Learning Design, and Sales & Marketing
• Research industry trends and competitor activity to support innovation of delivery methods and talent selection
• Participate in strategic initiatives to improve internal technology selection and usage, conducting analysis and providing recommendations

We're excited about you because you have:

• 8+ years of relevant work experience as a Learning Experience agent or similar role, preferably for a SaaS or EdTech company focused on the delivery of learning initiatives
• Managed teams responsible for effective facilitation of virtual instructor-led training (vILT)
• Coordinated a pool of contractors/vendors such that they remain busy at their desired levels and motivated to accept projects within in a dynamic environment with unpredictable scheduling
• Interacted and built partnerships with professional leadership experts, including academics, consultants, and coaches
• Implemented standards for cohort/social learning experiences on platforms like HowSpace, NewRow, BetterUp, Emeritus, Mindgym
• Supported content designed to provide the instructor and learner with mechanisms to communicate frequently and keep the experience engaging and collaborative
• The hardiness to pursue answers and resources, corralle others and keep them on task, and solve challenges creatively
• Experience creating standards and processes where none previously existed, to improve organizational efficiency and maximize outputs of all teams
• An analytical mind, with a demonstrated history of collecting and interpreting data, and sharing the stories it tells with those who can make improvements to the necessary elements
• A disciplined and organized approach that enables you to multitask across multiple ongoing projects, working proactively, autonomously and knowing where to prioritize for maximum results and time framed goals
• The ability to facilitate meetings and discussions and collaborate cross-functionally, in a global virtual environment, being highly dependable and accountable to advance initiatives
• Strong familiarity with project collaboration and communication tools, structures, and best practices

Minimum salary of $74,000 + equity + benefits (see below).
About Udemy
At Udemy, we're all about improving lives through the power of learning. We are a leading global learning company and one of the world's largest education platforms with more than 54 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals. Talented people are everywhere, but opportunities can be hard to come by. That's why we're focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by empowering our learners, our instructors, and businesses around the world.
We are proud to be recognized for our world-class employee experience. Learn more about our Great Place to Work certification here and find out what it's like to work at Udemy on our blog .
Udemy is headquartered in San Francisco with global offices in the US, Turkey, Ireland, Australia, India, and Brazil. Learn more on our company page .
Information regarding data privacy is available within the Udemy Careers Privacy Notice .
At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability. We will consider for employment qualified applicants with arrest and conviction records.
Udemy Benefits:

• Eligibility: Regular, full-time employees are eligible for Udemy's benefit programs.
• Health Plans: Medical, dental, and vision coverage (100% coverage for employee-only).
• HSA/FSA/Commuter: Pre-tax savings/spending plans available; generous HSA employer contributions for those enrolled in the HDHP medical plan.
• Life/Disability: Employer-paid life insurance (supplemental available), in addition to short-term and long-term disability.
• Retirement: Access to 401(k) with annual employer contribution.
• Wellbeing: Corporate memberships for meditation and mindfulness, therapy and coaching, financial planning, primary care, tele-health, health advocacy, parent/newborn support, and employee discounts.
• Education: Free access to the entire course library on the Udemy and Udemy for Business platforms; annual stipend for external learning beginning at six months of employment.
• Charitable Matching Program: Employer match of monetary contributions to eligible nonprofits and charities that carry a 501(c)(3) tax status.
• Vacation: 15 days per year of Paid Time Off for hourly; flexible Discretionary Time Off for salaried.
• Parental Leave: 8 weeks of leave at 100% pay for parents who take time off from work following the date of birth, adoption, or foster placement beginning at six months of employment; this amount is in addition to pregnancy-disability benefits at 100% pay, if applicable.
• Holidays: 11 paid holidays throughout the year

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