Customer Strategy Operations Specialist

Overview

Make an Impact! At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life. How can you make an impact? McGraw Hill, the leading provider of digital and print educational resources, is looking for a Customer Strategy Operations Specialist to support critical business systems that power our Customer Success organization. In this role, you will help optimize the tools, data, and workflows that enable teams to better serve customers and drive product adoption. You will collaborate cross‑functionally to improve system performance, streamline processes, and ensure teams have the insights and infrastructure they need to succeed. This is a remote position open to applicants authorized to work for any employer within the United States. What you will be doing: Support the administration and optimization of key Customer Success platforms, including configuring workflows, maintaining system data, and ensuring effective platform usage. Build and refine workflows, scripts, and system processes that improve operational efficiency and communication between internal teams and customers. Investigate and resolve internal support tickets related to business systems to ensure proper functionality and user adoption. Collaborate with cross‑functional teams including Salesforce, data, and operations teams to ensure alignment across systems and processes. Develop ad hoc reports and insights using SQL queries, system reporting tools, and Excel to support internal decision‑making and customer reporting needs. Assist with integrating business systems and ensuring smooth data flow across the McGraw Hill data ecosystem. Participate in the discovery, onboarding, and implementation of new business systems and platform enhancements. Monitor and improve key operational metrics such as customer health scores and system performance indicators. We’re looking for someone with: Bachelor’s degree in Information Technology, Business Administration, Computer Programming, or a related field. Experience working with business systems such as Salesforce, Gainsight, Planhat, Pendo, or similar customer success platforms. Experience building workflows or supporting operational processes within SaaS or customer success environments. Proficiency with SQL, database concepts, or data analysis used for reporting and system insights. Advanced Microsoft Office skills, particularly Excel for data analysis, reporting, and visualization. Experience with business process mapping, system integrations, or operational process improvements. Strong communication and collaboration skills with the ability to work effectively across cross‑functional teams. Strong organizational and project management skills with the ability to manage multiple priorities in a fast‑changing environment. Why work for us? The work you do at McGraw Hill will be work that matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights. The pay range for this position is between $62,000 - $65,000 annually. However, base pay offered may vary depending on job-related knowledge, skills, experience, and location. Additionally, a full range of medical and/or other benefits may be provided, depending on the position offered. Click here to learn more about our benefit offerings. McGraw Hill recruiters always use a “@mheducation.com or @careers.mheducation.com” email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email. 50659