The Global Operations Team is probably one of the most diverse teams at OpenClassrooms, with several remote employees all over the world.
Because of the international nature of the team, 90% of the communication within the team takes place in English!
The Global Operations Team focuses on all OC’s external (students, employers, and funding bodies) and internal (mentors) customers. They are the ones who interact the most with our end-users.
As the Student & Employer Success and Mentorship teams recently merged, we’re currently trying to come up with a more appropriate name that properly reflects our common goals.
At OpenClassrooms, the Global Operations team guarantees the ROI for customers: students and employers alike. The Global Operations team ensures students and employers have the best possible experience.
The Student Success side of the team handles both inbound reactive customer support and outbound proactive student success. From choosing their course to completing their projects, graduating and finding professional success, they're available every step of the way to offer a helping hand.
As a team, we aim to contribute to the growth of OpenClassrooms by delivering world-renowned customer success services:
We strongly believe in utilizing data and KPI’s to drive performance and help OpenClassrooms achieve its mission to place 1M people into the workforce every year by 2025. As nerdy as it sounds, we get excited about measuring the impact our team has on the mission!
This team is quite big and has a wide variety of functions.
This team is in charge of managing the entire student application process. They check that the candidates meet the path prerequisites. They guide them throughout their application to apprenticeship and publicly/privately funded programs (POEC, scholarships, private programs, etc.) in France and international markets (UK, U.S., Africa, etc.).
Customer Support Managers manage the reactive inbound calls.
We receive several hundreds of messages and calls per day from paid and free users, as well as those who don't have an account yet.
Our priority is to help paying customers, but we answer every call as fast as we can. Employers and funding bodies also contact the customer support team when they need to get in touch with OpenClassrooms. This area of the team is the point of entry for almost every inquiry internal and external customers have throughout their journey at OpenClassrooms.
Customer Support Managers solve most queries themselves, but also pass them to other teams when needed.
The Customer Support area is also in charge or the overall customer experience, which they help deliver by using multiple tools to create appropriate flows.
Student Success Managers manage proactive outbound follow-up processes for path students throughout their learning journey. Their goal is to be a guide and provide students all the help they need to succeed and graduate.
They take care of students’ onboarding, wellness & success campaigns, community management (congrats, announcements, content planning, etc.), anti-churn activities.
To provide such services at this scale, the Student Success team has worked with the Tech and Data teams to build an alert system. These proactive alerts are based on predetermined triggers and student dashboard monitoring and help the team intervene at the right time to catch students before they drop out and provide them with customized success tools to get them back on track.
Employer and Social Programs Success
Customer Success Managers help build adoption, loyalty, and success programs when an employer or a social program is involved.
Their main objective is to deliver on promises and show ROI to customers through operational excellence on projects, customer satisfaction driven initiatives, and relevant reporting to maximize activation, retention, and upsell opportunities.
No student journey would be complete without the help of our Career Services function dedicated to helping students find jobs! Our Career Services Managers manage our community of career coaches to maximize students’ chances at getting a job with services such as resume building, interview prepping, and soft-skills coaching.
They’re also the ambassadors of our “job placement” company KPI at OpenClassrooms and are therefore knee-deep into the data to gain insight on what works and what doesn’t when it comes to helping students get jobs.
Mentors are at the heart of OpenClassrooms success and popularity. We couldn’t do it without their help! Within the Student and Employer Success team, the Mentorship team’s mission is to drive quality education at scale.
Following the recent merger of our two teams, we aim to provide the best online learning experience globally and become a leader in the industry by:
Creating (enhancing the current one) a unique value proposition through innovative ideas.
Reaching and maintaining high academic standards.
Reaching and maintaining high levels of student, employer, and mentor satisfaction and engagement.
Maximizing accessibility for all.
Focusing on performance and outcomes (graduation and job placement).
OpenClassrooms’ ambition is to drive education at scale - What’s a mentor?
Remember when you were in school? Remember a person who changed your life? They could make a lesson a magical learning experience, give you wings, and help you grow in ways you couldn't imagine? That was your mentor. 🙂
Mentor managers do two things on a daily basis:
Build the capacity to deliver on education promises with mentors. They are always connected with the OC network of freelance mentors. Their job is to manage the mentor experience: source, recruit, train, communicate, develop mentor communities.
Drive scale by improving the product, contents, and platform quality - Automating the back office with innovation and machine learning to deliver the best mentor experience.
Jérémy is a data-driven individual passionate about customer retention and acquisition, talent development, and strategic organizational management. He is Chief Student and Employer Success Officer at OpenClassrooms ensuring the best possible customer experience for users, students, business customers, and public partners. His main job is to optimize success programs for all of OpenClassrooms' customers.
Meetings or Habits
The nature of OpenClassrooms requires teams to change - and do it quickly. Needless to say, this team's meeting routine and habits change quite often.
Two-week sprint routine:
Sprint planning, every-other Monday: present a commitment to a maximum of five tasks for the coming sprint.
Checkpoint, every-other Monday: update tasks and ask for help if needed.
Sprint review, every-other Friday: present the results of the last sprint.
Monthly all team meeting: the entire team gets together to go over highlights and challenges for the month. Multiple team members then get an opportunity to present some of their work to the wider team.
There are subteams within the team, each with their respective habits. Some prefer daily 15-minute stand-ups, while others prefer longer weekly get-togethers. Customer needs drive team habits.
The team tries to get together for drinks and/or dinner PLUS a team-building activity once or twice a year. Smaller groups often meet for drinks after work!
One of our team members is a Karaoke fan and is known to organize monthly Karaoke nights with members from all OpenClassroom teams. 🎤
Collaboration With Other Teams
It would be faster to talk about the teams they don’t work with! This team works hand in hand with anyone who makes the customer effort a little easier and the customer satisfaction even higher such as the Social Programs team, the Tech team, the Learning team, the Admissions team, the Data team, the Financial team, the Students Team, the Employer team, the Communications team...
When it comes to collaborating with other teams across the company, think of this team as the operational delivery team.