Engineering Manager : User Success Platform

Coursera, Remote, USA, Canada

Education-focused technology company

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 87 million registered learners as of June 30, 2021. Coursera partners with over 200 leading university and industry partners to offer a broad catalog of content and credentials, including Guided Projects, courses, Specializations, certificates, and bachelor’s and master’s degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in many high-demand fields, including data science, technology, and business. Coursera became a B Corp in February 2021.

The User Success Platform (USP) team is responsible for scaling our support organization via the use of technology. Coursera’s support organization comprises of internal staff that provides front-line support, guidance, and advice to our learners, partners and customers. The mission of the USP team is to catalyze Coursera’s growth by building a smart, empathetic & scalable user success platform. USP team collaborates with professional services teams, engineering teams in Mountain View and Toronto, and other cross-functional teams like infrastructure teams, to build automation and integrations with several 3rd party platforms in order to improve our support quality. We also build data products to collect platform feedback at scale and analyze that data to provide insights to our product teams. Your work would be instrumental in ensuring that our end users are satisfied with the Coursera platform which would directly impact critical business metrics like Retention and Revenue.  Check out life at Coursera on The Muse!

Your Responsibilities:

  • Building the team: Partnering with cross-functional stakeholders from product, design, and data teams to clarify the team’s charter, drive alignment with broader business and support team health
  • Mentoring and Advising: Acting as a role model, aiding in career development conversations, inspiring engineers, providing feedback, and providing technical suggestions to engineers as they grow into engineering leaders in their product work.
  • Hiring: Building a vision of team skill sets, identifying key growth areas, managing the hiring pipeline.
  • Product enablement: Acting as a curator of a vision, discussing needs with stakeholders, prioritizing, driving forward on key initiatives, running sprint planning meetings, and stand-ups.
  • Platform leadership: balancing effective product feature delivery against managing tech debt and creating a high-leverage product platform to accelerate and improve many different initiatives.
  • Mediating: Investigating interpersonal issues, facilitating crucial conversations.

Basic Qualifications:

  • Bachelor's Degree in Computer Science or relevant degree OR 3+ years of experience as an engineering IC
  • 5+ years in product development or a related field, prior experience in a management position

Preferred Qualifications:

  • Leadership (integrity, transparency, inspiration) Emotional intelligence (empathy, humility, patience, communication skills
  • Problem-solving (creativity, technical rigor, intelligence)
  • Excellence in ambiguous and complex situations (clarity of vision, boldness, grit)
  • Experience balancing effective product feature delivery against managing tech debt and creating a high-leverage product platform
  • Experience managing a team owning product platforms or components of a product platform, especially if you had firsthand experience creating and formulating the charter and ownership boundaries for such a team
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 [email protected]

Please review our CCPA Applicant Notice here.

About Coursera

Coursera is an education-focused technology company that connects millions of learners around the world with the skills and knowledge they need to transform their lives and careers. We're providing access to top-quality university-level education at a previously unimagined scale, empowering learners, organizations, and enterprises to build the skills they need to succeed in the 21st century. 

Want to learn more about Coursera? Visit Coursera's website.