Operations Specialist

Position Summary:

This is a full-time remote position working Monday through Friday, with employees expected to maintain consistent availability, productivity, and professionalism in a work-from-home environment. The Support Operations Specialist is responsible for managing critical backend operational processes that support the learner experience and overall business operations across CareerStep brands. This role serves as a key operational partner to frontline support teams by ensuring accurate processing, timely execution of workflows, and maintenance of internal systems and records. The Support Operations Specialist works cross-functionally to support enrollment, account management, funding processes, access management, material requests, and operational troubleshooting. This position requires strong attention to detail, adaptability, accountability, and the ability to manage high-volume work in a fast-paced environment. Success in this role is driven by operational accuracy, efficiency, problem-solving, and a commitment to supporting both learners and internal teams.

Essential Job Functions:

• Process high-volume backend operational requests accurately and efficiently across multiple systems and platforms
• Manage learner account updates, program changes, expirations, access adjustments, and related administrative workflows
• Coordinate and process material requests, kit fulfillment requests, and operational documentation
• Support funding and partner-related processes, including military funding and third-party program requirements
• Maintain accurate learner records and ensure data integrity across internal systems
• Collaborate with learner-facing teams to resolve operational issues and support timely learner outcomes
• Troubleshoot and resolve complex backend support issues with minimal supervision
• Monitor and prioritize workloads to ensure service level expectations and operational deadlines are met
• Contribute to process improvement initiatives that increase efficiency, accuracy, and team effectiveness
• Support knowledge management efforts by maintaining and utilizing operational resources and documentation
• Adapt to evolving systems, processes, and organizational priorities in a changing operational environment
• Provide operational support during high-volume periods and assist with cross-functional team needs as required

Knowledge, Skills, Abilities:

• High school diploma or equivalent required
• 2+ years of experience in operations, administrative support, customer support, or related environments preferred
• Demonstrated ability to work independently in a remote environment while maintaining productivity, professionalism, accountability, and effective time management
• Strong organizational skills with the ability to manage multiple priorities and high-volume workloads
• Exceptional attention to detail and commitment to accuracy
• Ability to learn and navigate multiple systems, platforms, and operational tools efficiently
• Strong written and verbal communication skills
• Demonstrated problem-solving and critical thinking abilities
• Ability to work independently while collaborating effectively within a team environment
• Adaptability and resilience in fast-changing environments with shifting priorities
• Strong time management and prioritization skills
• Ability to maintain confidentiality and handle sensitive information appropriately
• Proficiency with standard business technology and communication tools

Work Environment & Hiring Requirements As a remote-first organization, we are committed to maintaining a secure, compliant, and highly collaborative work environment. Please review the following expectations and requirements carefully before applying:

• U.S. Work Location Requirement: All employees must reside in and perform work within the United States. We do not support international remote work arrangements for this role.
• Travel Expectations: While this is a remote position, occasional travel may be required for team meetings, company events, conferences, or summits. Candidates must be willing and able to travel as needed.
• Professional References: While not required for every candidate, professional references may be requested at any stage of the hiring process.
• On-Camera Work Environment: We operate in a highly collaborative, remote, on-camera culture. Employees are expected to be on camera during meetings unless extenuating circumstances apply.
• Identity Verification (Form I-9): As part of our onboarding process, all hires must complete employment eligibility verification in compliance with federal law. This includes remote Form I-9 verification, which may require an in-person identity verification step with an authorized representative.
• Recorded Video Interviews: All video interviews conducted during the hiring process will be recorded for evaluation and compliance purposes.

By applying, candidates acknowledge and agree to these requirements. About Us: At Penn Foster Group, we are transforming online learning to help learners by bringing together Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable learners to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market. Equal Employment Opportunity: We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building diverse teams – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in. What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, and free access to our online programs.