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Services Operations Specialist - Remote

Date: Jan 1, 2022

Location: Round Rock, TX, US, 78681

Company: Houghton Mifflin Harcourt

At HMH we bring learning to countless students and teachers, transforming lives, supporting communities, and making our society more open, just, and inclusive for all – one story at a time. It is through learning that people find their voices, connect with others, and create a better world – and at HMH we spread learning.


The Professional Services group within HMH provides implementation services and coaching for customers both online and in-person. The Operations Services Specialist is a part of this group and has the primary responsibility of supporting the operations process by providing customers a positive experience through timely resolution and detailed responses to all inquiries.


Online Support:

  • Manages Services Operations case queues, including reviewing and parsing cases, responding to customers in a timely and professional manner, providing detailed responses and escalating as needed
  • Manages Zoom support channel, responding to inquiries, troubleshooting issues, and proposing enhancements
  • Monitors case queue performance metrics for continuous improvement
  • Monitors Robotic Process Automation (RPA) support inbox and responds to inquiries
  • Monitors RPA Bot performance levels, troubleshoots errors, and helps implement enhancements to improve performance
  • Coordinates with internal teams to research and problem solve, keeping all stakeholders informed
  • Cascades issues for escalation and resolution



  • Understands Salesforce.com/Field Service Lightning scheduling functionality
  • Supports process improvement initiatives



  • Actively participates and leads regional team meetings
  • Actively reviews current processes and seeks opportunities for automation



  • Bachelor’s degree or minimum 3 years of experience in related field (data analytics, customer service, sales support)
  • Experience in Zoom platform
  • Experience validating and analyzing data
  • Ability to learn and adapt to new technologies and systems
  • Microsoft Office suite: Word, Excel, Outlook, PowerPoint, Teams
  • Understanding of Robotic Process Automation concepts
  • Understanding of Salesforce.com and Field Service Lightning


Knowledge and Skills:

  • Detail oriented and possesses excellent organizational and time management skills
  • Exceptional communication skills (both written and verbal)
  • Ability to manage multiple projects concurrently and maintain superior quality of work
  • Self-starter with ability to perform under minimal supervision while maintaining a positive attitude
  • Skilled and comfortable in collaborating and communicating with managers and leaders


Physical Requirements:

  • Might be in a stationary position for a considerable time (sitting and/or standing).
  • The person in this position needs to move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  • Must be able to collaborate with colleagues via face to face, conference calls, and online meetings.
  • Ability to travel up to 10%


Benefits and Salary Range

Salary Range - $40,000 - $50,000

Benefits - See Career Page - Careers at Houghton Mifflin Harcourt Publishing Company (hmhco.com)




Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom.  HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.


For more information, visit http://careers.hmhco.com  



Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.

Nearest Major Market: Austin

Job Segment: Media Publishing, Book Publishing, Business Process, Publishing, Education, Management