Coursera Hiring for India People Services Manager at India Full Time

Coursera was launched in 2012 by two Stanford Computer Science professors, Andrew Ng and Daphne Koller, with a mission to provide universal access to world-class learning. It is now one of the largest online learning platforms in the world, with 124 million registered learners. Coursera partners with over 300 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, Guided Projects, and bachelor’s and master’s degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in fields such as data science, technology, and business.

Coursera became a B Corp in February 2021. As a B Corp, we’re committed to driving positive social and environmental impact while delivering high-quality learning experiences. Our platform is used by institutions worldwide to upskill and reskill employees, citizens, and students across industries, including data science, technology, and business.

Join us in our mission to create a world where anyone, anywhere can transform their life through access to education. We’re seeking talented individuals who share our passion and drive to revolutionize the way the world learns.

We at Coursera are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any country where we have a legal entity. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration. As a remote-first company, our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates.

Job Overview:

The People team at Coursera is responsible for building our teams, retaining our amazing talent, and developing programs that create community and promote employee betterment. Currently, we are tackling projects aimed at helping Coursera to continue to scale as a top global company of high-performance teams. We are passionate about fulfilling our company’s mission to transform lives through learning.

We are seeking a dynamic and proactive People Services Manager to lead our People Services team based in India. As the People Services Manager, you will be responsible for providing global employee support through our ticketing system, ServiceNow. In this role, you will play a crucial part managing the day-to-day operations of the People Services team, fostering an exceptional employee experience, and ensuring the timely and accurate resolution of employee queries and concerns. Your dedication and expertise will contribute to creating a positive and efficient work environment for our employees. If this sounds exciting to you and you’re ready to roll up your sleeves in a fast-paced and dynamic environment with a growing, global company, we’d love to hear from you.

Responsibilities:

• Global Employee Support & Team Management: Expertly interact with our employees worldwide as their first point of contact with our ticketing system, ServiceNow. Ensure prompt and effective handling of employee inquiries, concerns, and requests, delivering high-quality employee support. Create an environment of “I’m here to help!” and “Let’s find out together” to assist employees with day-to-day questions. Lead and manage the People Services team, providing guidance, mentorship, and support to team members. Foster a collaborative and positive work environment, encouraging continuous growth and development.
• Employee Experience Enhancement: Drive initiatives to enhance the employee experience across the organization. Collaborate with cross-functional teams to identify areas for improvement, develop solutions, and implement programs that promote a positive and engaging work environment.
• Harmonizing Cross-Functional Interactions & Team Cohesion: Foster seamless collaboration and unity within the team and across departments by effectively addressing and resolving potential conflicts, always striving to play for Team Coursera in the spirit of upholding our shared values and objectives.
• Process Optimization, Reporting and Metrics: Continuously evaluate and optimize People Services processes with a data-driven approach to improve efficiency, accuracy, and employee satisfaction. Identify opportunities for process redesign, automation, and standardization to streamline operations.Generate ticketing reports, analyze data, and derive actionable insights and trends to identify improvement opportunities. Analyze employee feedback, survey results, and other relevant metrics to develop action plans and drive positive change.

Partnerships with internal teams: Interact with employees, managers, and other internal teams including People Business Partners, Payroll, Benefits, Compensation, Legal, Talent Operations and IT to provide direction and clarity on processes related to the employee life cycle.

• Compliance, Documentation and Policy Development: Ensure compliance with all applicable regulations and conduct regular audits of documentation and operational processes. Maintain accurate records, documentation, and reports related to employee inquiries, incidents, and resolutions.

Basic Qualifications:

• HR Background & Management experience: Have 3-5 years of experience in a people-focused role, working in a dynamic environment (preferably in a global organization or supporting a North American company). Have 2-3 years leading and managing a fast-growing, remote-first team
• Ticketing Systems: Proven experience in ticket management, tier 1-3 support, and employee experience initiatives within a fast-paced environment (experience with ServiceNow is a plus)
• Compliance: Sound knowledge of labor laws and regulations applicable to HR operations in other jurisdictions (knowledge of U.S. laws is a plus)
• Solution-focused & Multitasking: Is a natural problem solver, using sound judgment to creatively remove obstacles and can work independently. You always question the status quo and others’ “playbooks,” as you look for opportunities to innovate and break convention where you think we can do better. You have a deep personal responsibility to your work and you rarely drop the ball on the many tasks and projects you are juggling.
• Organized, Trustworthy & Strong Communication: You have top-notch organization skills and strong attention to detail to develop and execute plans, with the ability to prioritize and meet deadlines. Your tremendous emotional intelligence, empathy and great judgment make you a trusted partner to cross-functional colleagues across the business. You are an exceptional communicator in both written and verbal interactions; clear, concise, and able to effectively distill the ‘so what’ to employees at all levels of the organization.
• Analytical & Tech Savvy: Ability to analyze and synthesize ticketing metrics and data to identify trends, patterns, and areas of opportunity and make informed decisions. Have proficient experience with ticketing systems (ServiceNow), HR and Payroll systems (Workday), Google Suite, Slack; also have the ability to quickly and efficiently learn how to use new systems and tools.

Working hours expectations:

To support our global teams effectively, this role will require you to align your working hours closely with US working hours especially during training. The working hour expectations are as follows:

• Mondays – Thursday: ~3:30pm-12:30am IST
• Fridays: more flexible working hours ~9am-6pm IST

While adherence to these hours is important for collaboration and timely support, we also recognize the need for flexibility to accommodate ad hoc changes and unforeseen circumstances. We strive to create a healthy work-life balance and will ensure that reasonable adjustments can be made when necessary.

Coursera is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at accommodations@coursera.org.

For California Candidates, please review our CCPA Applicant Notice here.

For our Global Candidates, please review our GDPR Recruitment Notice here.