Senior Associate, Customer Experience & Analytics

🕒 il y a 11 jours

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Coursemojo

Site WebLinkedInTous les Emplois

51 - 200 employés

📚 Éducation

🤖 Intelligence artificielle

☁️ SaaS

Education • Artificial Intelligence • SaaS

Coursemojo est une entreprise qui fournit des solutions innovantes en technologie éducative conçues pour améliorer l'apprentissage en classe. Leur produit, Mojo, agit comme un assistant pédagogique numérique, soutenant les enseignants et les élèves en offrant des expériences d'apprentissage personnalisées et adaptatives sur une large gamme de matières et de besoins des apprenants. Mojo intègre une pédagogie solide avec un alignement curriculaire et assure la confidentialité et la sécurité des données. La plateforme offre des fonctionnalités telles que l'option de lecture à haute voix et des organisateurs graphiques pour rendre l'apprentissage accessible, et elle prend en charge l'enseignement dans plus de 50 langues. Coursemojo se concentre sur l'amélioration des résultats d'apprentissage des étudiants et de l'efficacité des enseignants en utilisant des analyses basées sur l'intelligence artificielle pour adapter les expériences éducatives aux apprenants divers.

Description

• Partner with district and school clients to provide onboarding, implementation support, and ongoing technical assistance—serving as a knowledgeable, responsive point of contact who can diagnose and resolve issues with confidence. • Serve as a tech support partner to internal Coursemojo teams, helping colleagues navigate our product and the broader suite of technology tools we use to operate effectively. • Help develop and manage project workplans for activity creation and QA/QC in JIRA, upholding firm project timelines and relaying hurdles to the team. • Create and maintain external and internal-facing knowledge base articles, resources, and processes for customer support provision. • Co-create, codify, and maintain clear processes for AI Activity creation, review, revision, and finalization. Identify opportunities for process improvement and implement them. • Own coordination with district IT teams to ensure conditions are in place for successful implementations. Troubleshoot technical issues and escalate appropriately. • Conduct systematic QA/QC of learning activities, verifying that activities are accurate, pedagogically sound, and properly formatted. • Carry forward active prompt experiments initiated by senior leadership—running iterations, tweaking prompts and criteria, uploading and testing in production, and validating edge cases using tools including Claude Code. • Keep clean artifacts on tests run, prompts, criteria differences, and examples. Track and evaluate outcomes, and write tight summaries with recommended next steps. • When an approach looks viable, coordinate tidy handoffs to the Content Transformation team—sharing key context, rationale, examples, and open questions to help them move from experiment to durable prompts and workflows. • Turn one-off investigation tasks (checklists, mini-eval sets, comparison views) into repeatable processes and templates so the next run is faster and clearer. • Keep feedback loops tight: bring back interim results quickly for judgment calls, refine with guidance, and keep experiments moving without stalling. • Build and maintain dashboards that surface key CX and product-quality metrics—including usage trends, support ticket patterns, QA results, and implementation health. • Use Claude and other AI-powered tools to accelerate analysis workflows: synthesizing large volumes of qualitative support data, identifying patterns in user feedback, and generating preliminary insights for review. • Design and execute analyses to answer structured questions from leadership and cross-functional partners, translating data into clear recommendations. • Develop best practices for organizing data, conducting analyses, and delivering quantitative and qualitative results to the team and school partners. • Proactively identify opportunities in the data—spotting trends, anomalies, or user pain points—and surface them with specific, bounded recommendations. • Take ownership of special projects that span customer operations, AI quality, and data analytics.

🎯 Exigences

• Bachelor’s degree in any field • 2–5 years of post-collegiate experience in operations, project management, technical customer support, data analytics, or a related analytical function • Exceptional attention to detail with the ability to manage complex projects across multiple stakeholders and meet deadlines while balancing competing priorities. • Process-oriented with a mindset of continuous improvement—you don’t just follow processes, you make them better. • Clear, concise communicator who can influence internal and external stakeholders and synthesize complex information into actionable summaries. • Comfortable with ambiguity and iterative problem-solving—flexible, solution-oriented, and energized by working through many small iterations to get to signal. • Strong data acumen: you are comfortable working with quantitative and qualitative data, drawing insights from it, and using it to inform decisions. • Eager to learn how to innovate with AI—you see AI tools not as novelties but as practical levers to do better, faster work. • Collaborative team player who builds productive working relationships across teams and thrives in an entrepreneurial, fast-paced environment. • High degree of technical proficiency and the ability to quickly master new software and tools. • Hands-on work experience with LLMs (like ChatGPT and Claude) and comfort with LLM prompt iteration. • Working knowledge of Tableau (or a comparable BI/data visualization tool) with the ability to build dashboards and conduct data analysis. • Familiarity with project management tools such as JIRA.

🏖️ Avantages

• Health insurance • 401(k) matching • Paid time off • Flexible work arrangements • Professional development opportunities