User Operations Manager

Duolingo Pittsburgh , PA 15201

Posted 2 months ago

Support the operational processes for an innovative product.

We're seeking an experienced candidate to assist with our proctoring, client engagement, and customer support processes for the Duolingo English Test. Our ideal person has a broad range of experiences from supporting a workforce of remote contractors to ensuring that operational quality, communication, and security are top priorities.

Primary Responsibilities:

  • Oversee workflow and process for assessment proctoring

  • Establish and maintain best practices and quality assurance protocol

  • Support relationships with outside agencies and institutions

  • Recruit, hire, train, and support a remote labor force

  • Expertly handle proctoring and customer support escalations

  • Be the determining factor for test certification decision appeals

  • Work closely with product team, engagement team, and leadership to ensure that all service level agreements are met

  • On a rotating basis, be on-call on weekends/evenings

Desired Skills & Qualifications:

  • At least 2-3 years of experience in a comparable operational support role including B2B and B2C customer / client support

  • Excellent interpersonal communication and organizational skills

  • Experience in an ESL classroom or testing center

  • Experience supporting and scaling remote workforces -- specifically contractors

  • Familiarity with customer service platforms (such as Zendesk), and CRMs (such as Salesforce)

  • A strong interest in education, culture, and language

  • An ability to quickly learn and master the latest technologies and native back-end systems

  • Skills commensurate with a bachelor's degree or higher in business, linguistics, TESOL, education or a related field

Exceptional Candidates Will Have:

  • Experience administering and/or designing language assessments, specifically those geared towards non-native English speakers

  • Interest in creating and developing their own projects and iterating on process improvements

  • Working proficiency in more than one language, including at least one of the following: Spanish, French, Mandarin Chinese, or Japanese

  • Prior experience in fast-growth startup environments, particularly in technology and engineering

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User Operations Manager