Senior Manager of Technical Enterprise Resolution, Guild Education
$130-160k
Plus company stock options
More information about location
Upskilling and education platform for America's workforce
Open for applications
Upskilling and education platform for America's workforce
1001+ employees
Open for applications
$130-160k
Plus company stock options
More information about location
1001+ employees
Company mission
To unlock opportunity for America’s workforce through education and upskilling.
Role
Who you are
- 7+ years of professional experience as a strong systems thinker and an engaged problem solver, with demonstrated capability to traverse many systems and teams to understand root cause, enable cohesive issue resolution, and continuous improvement/learning as a result
- 3+ years of experience as a people-oriented leader, who believes in and fosters a transparent and feedback-rich environment, and is comfortable pushing forward thinking across the organization
- Experience in managing high-impact issues with the ability to clearly synthesize and communicate across all levels from individual contributors to executives
- A strong belief in measuring what matters, with experience in developing operational metrics, methodologies for measurement, and driving towards the common goal
What the job involves
- Guild is hiring a Senior Manager, Enterprise Resolution who is responsible for overseeing the investigation, scoping, and triage lifecycle of Tier 2 incidents and support ticket team
- They lead the team in understanding Guild's business context and processes, developing a comprehensive knowledge of Guild systems and data, and fostering a strong problem-solving, cross-functional collaboration, and customer-centric mindset
- Leveraging these skills, they ensure the team effectively scopes, validates, and resolves or triages Guild incidents, engineering support tickets, and exception requests, ensuring swift and accurate outcomes while maintaining alignment with business objectives
- Oversee investigations for Tier 2 incidents and support tickets, defining the day to day processes and expectations, while providing team specific support where needed (ex: highly complicated incidents or tickets)
- Monitor team performance metrics and adherence to SLAs to ensure delivery against business objectives and goals
- Synthesizes incident and ticket trends and insights for cross-functional partners to drive process, product, operational, and technological improvements
- Understand Guild's business processes to identify risks and streamline resolutions
- Develop system and data knowledge to guide technical problem analysis
- Promote a culture of strong problem-solving and collaboration within the team
- Build effective relationships with cross-functional peers to drive high-level cross team goal alignment as well as tactical process improvements etc
- Onboard and train new members of team as needed
- With an eye towards consistent improvement, evolves and refines incident and ticketing policies, frameworks, methodologies, documentation strategies, etc
Our take
The recruitment process can be the most costly element of a company's operation, with future-proof skillset requirements resulting in the hiring of staff for niche tasks. Many existing employees of a company could have the potential to fill talent gaps and prevent the need for a new hire, but they often lack the training for such roles. Helping to solve this problem, Guild Education helps employers partner with nonprofit universities to train staff across a variety of subject matters, including high school completion programs, vocational opportunities, and enrollment in higher education.
As professional development is a strong employer benefit, Guild Education also pitches itself as a perk for employees, aiming to increase retention and worker satisfaction. By solving two major problems - a skills shortage and worker retention, it has gained large companies such as Chipotle, Target, Hilton and PepsiCo as corporate clients.
Guild Education closed a Series F financing round in 2022 led by Wellington Management and with participation from Oprah Winfrey. The company is using this funding to develop its healthcare and financial services learning modules and increase its offering to workers by exploring new ways to lower the barriers to learning, for instance through childcare solutions and financial wellness tools.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Jun 2022
$265m
SERIES F
Jun 2021
$150m
SERIES E
Total funding: $643.5m
Company benefits
- Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
- Access to a 401k to help save for the future
- Open vacation policy for employees to rest and recharge
- 8 days of fully-paid sick leave, to take the time to heal and or recover
- Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 4-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits
- Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services
- Education benefits and tuition assistance to help your future development and growth
Company values
- Nurture a learner’s mindset
- Create belonging
- Be teammates
- Build shared success
Company HQ
Central Business District, Denver, CO
Articles
Leadership
Rachel Carlson
(CEO & Founder)Prior to co-founding Guild Education, was founder and CEO of Blueprint. Before that was a Director at American Honours and an Associate with The Parthenon Group.
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