Operations Support

Job Title:

Experience Required:

Location:

Employment Type:

Salary:

Roles and Responsibilities:

1. Documentation Development (Core)

• Create and maintain high-quality documentation including SOPs, process flows, user manuals, service manuals, and operational guidelines.
• Write clear, concise, and standardized documents for both academic operations and sales operations.
• Translate complex technical or academic concepts into easy-to-understand content for internal and external users.
• Maintain version control and consistency across operational documentation.

2. Academic Operations Support

• Document academic workflows such as: class scheduling, LMS content publishing, instructor onboarding, assessments, exams, learner engagement, and certification processes.
• Create faculty guides, instructor manuals, and academic delivery playbooks.
• Build learner-facing help articles, FAQs, quick-start guides, and troubleshooting documentation.
• Support academic teams with templates, grading guides, and any other documentation.

3. Sales Operations Support

• Develop sales operations content by working with sales teams
• Write internal sales playbooks outlining processes such as lead handling, CRM workflows, onboarding steps, and customer communication guidelines.
• Translate product and academic features into customer-friendly sales narratives.
• Assist in documenting pricing policies, refund rules, escalation paths, and enrollment workflows.
• Support the sales team with content for RFPs, proposals, and client documentation packages.

4. Cross-Functional Collaboration

• Work closely with Marketing, Academic Ops, Sales, Customer Success, and Technology/Engineering to gather information and validate documentation.
• Attend process design or system integration meetings to understand workflows and update documentation accordingly.
• Coordinate with subject matter experts (SMEs) to confirm accuracy and completeness.

5. Content Governance & Quality

• Maintain documentation standards, style guides, and terminology consistency across teams.
• Ensure content is proofread, edited, and aligned with brand voice and instructional design standards.
• Review and audit existing content to remove outdated information and improve clarity.
• Implement document taxonomy, folder structure, and naming conventions in the documentation repository.

6. LMS & Product Documentation

• Create user guides and feature documentation for LMS platforms, dashboards, portals, and internal tools.
• Document integration workflows between LMS, CRM, payment gateways, and academic systems.
• Produce release notes for product updates impacting academic or sales workflows.

7. Training & Enablement

• Build training materials (videos, step-by-step guides, quick reference sheets) for academic staff, sales teams, and new joiners.
• Conduct training sessions or walkthroughs on updated workflows, systems, and documentation.
• Support onboarding by maintaining beginner-friendly learning paths for employees.

8. Visual Content Creation

• Create flowcharts, diagrams, and process maps using tools like Lucidchart, Visio, Miro, or Figma.
• Develop infographics and visual aids for trainings, presentations, and playbooks.
• Convert complicated multi-step processes into simple visual sequences.

9. Knowledge Base & Repository Management

• Maintain an organized documentation library accessible to Academic and Sales teams.
• Ensure documents are updated, indexed, tagged, and searchable within the platform (Confluence, Notion, SharePoint, etc.).
• Track feedback from teams to improve documentation usability.

10. Compliance & Review Support

• Ensure documentation aligns with company policies, functional teams’ requirements, and legal/compliance guidelines.
• Support audits by providing accurate and updated documentation to auditors or stakeholders.
• Document data handling procedures, escalation processes, and operational safeguards.

Experience/Skillsets Required:

• Exceptional written and verbal communication
• Strong grammar, editing, and proofreading skills
• Ability to simplify complex information
• Structured documentation writing (SOPs, guides, knowledge base)
• Attention to detail & accuracy
• Research and fact-checking ability
• Ability to maintain documentation consistency and version control
• Experience preparing:
• Study guides
• Course outlines
• Academic policy documents
• Instructor manuals
• eLearning content summaries
• Ability to create:
• Process documentation
• Sales playbooks
• SOPs for CRM usage
• Proposal templates
• Product FAQs & datasheets
• MS Office (Word, PowerPoint, Excel), Google Workspace, Documentation tools
• Ability to interview SMEs (subject matter experts)
• Cross-department coordination
• Requirements gathering and refinement
• Stakeholder review & approval management
• Time management and task prioritization
• Ability to work in fast-paced, release-driven environments