Business Operations Specialist

At Colibri Group, culture is a critical part of our collective success, and we live our values everyday: Love, Joy, Boldness, Teamwork, and Curiosity.  These values guide our interactions with each other, our customers, and our community.  

Becker Professional Education, proudly part of the Colibri Group family, is a leader in CPA Exam Review, CMA Exam Review, and CPE (Continuing Professional Education). Our programs are led by expert instructors and feature high-quality content delivered through flexible learning formats, including on-demand resources and webcasts. To learn more about our offerings and our commitment to excellence, visit us at www.becker.com.

Becker is trusted by accountants around the globe for industry-leading tools and unwavering support that drive success. Our focus is on delivering results—results that stem from a deep commitment to our students' success. We create personalized learning experiences, leverage cutting-edge technologies, and tirelessly advocate for the accounting profession. These efforts have made Becker the choice of over 1 million CPA candidates worldwide.

The Business Operations Specialist provides strategic execution and support to customers, clients and internal colleagues by ensuring accurate evaluation and set-up of customer records, contracts, pricing, and courses to ensure seamless access and a superior learning experience of Becker’s course offerings.  The role requires an individual who exhibits strong critical thinking skills (evaluation and process documentation) and is capable of working and communicating cross-functionally to drive daily operations, ensuring efficiency and adherence to business processes and customer needs.  

The Business Operations Specialist must be comfortable communicating with individuals at all levels of the organization and must be able to evaluate, troubleshoot, and problem solve, ensuring internal and external clients are served and SLA’s are met.  The ideal candidate should be adept at estimating and managing time for a variety of responsibilities and be capable of seeing the big picture objectives with a keen eye for detail.  

•Review, evaluate, approve, and implement new and renewal client Service Contract requests (enrollments, activations, pricing, catalog creation, landing pages) in Salesforce and our Becker Learning Management System (LMS), while communicating with Sales staff to address and resolve contract issues

•Respond to, investigate, and resolve customer (internal and external) issues on the eCommerce Website or Learning Management Systems, escalating to the Business Operations and Solutions Manager, or the Sr. Manager, Sales Enablement (as appropriate) ensuring follow-up until issue is resolved with IT, Platform Support and customer notification

• Communicate with internal Becker teams (Product, Sales, Development, Curriculum, Salesforce /IT) and external LMS providers to address and resolve issues impacting course delivery, catalog management, and system changes, escalating as needed

• Create and update Standard Operating Procedures (SOPs) to address changes in policy and procedure impacting the business and our customers

• Evaluates and provides recommendations for process/workflow improvements within Salesforce (SF) or the Learning Management System (LMS) to increase efficiency while maintaining quality standards for customer experience

• Provides ongoing process and procedure guidance and training to Becker Sales staff (existing and new hire), to promote timely and accurate processing of requests
  
•Prepare and sends AICC/SCORM files as required for Becker B2B customers, while identifying issues prohibiting delivery

•Generate special reports out of Salesforce / CPE LMS as needed.

•Maintain B2B AICC/SCORM customer master file

• Manage the creation and maintenance of course schedules and publishing in the CPA/CMA LMS

• Participates in pre-launch/deployment testing and implementing changes to Salesforce (SF), Becker’s proprietary Learning Management System (LMS) and company eCommerce website

• Actively increases job and product knowledge by participating in training and other organizational learning opportunities

• Review of creation and maintenance of organization (B2B Customer) records in Salesforce (SF)

•Review and processes CPA Direct Bill authorization and hold orders for various Becker clients, while identifying inaccuracies, conflicting with established process or client requirements

•Completes other duties as assigned

• May need to travel one to two times per year for department or ecosystem all hands meetings. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Below are the minimum requirements of the education, experience, knowledge, and skills required to competently perform in this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•Bachelor's Degree or equivalent experience in an operations environment/role required 

• At least two years of experience in an operations role

• At least two years of previous experience working with Salesforce (SF) strongly preferred

• Experience with Microsoft Suite with a focus on Excel

• Strong written and verbal communication skills

• Strong problem solving and resolution skills required.

• Strong time management skills required

• Must be a team player, willing to share and exchange ideas.

• Must have a strong attention to detail.

•  Desire to learn, be engaged, and take initiative

•  Ability to work productively without direct supervision

•  Ability to work independently with or without direct supervision

•  Possesses the desire to continually learn and actively engage in new opportunities

•  Ability to work under tight deadlines and meet turnaround time on requests from Becker clients, students and colleagues

•  Flexibility and willingness to take on special projects as assigned.