Job Overview:

The Creator Experience Systems Specialist is the systems owner/operator of the Cx engine. This role is responsible for driving execution efficiency through the implementation of automated workflows, AI agents, and high-integrity data systems. As a core member of the Partner Success Systems team, you will ensure that Coursera’s creator ecosystem is ready for major platform pivots including business changes and new feature launches, scaled communications and AI transformations. This role owns the operational backbone of Cx—running systems, channels, and execution workflows.

We are looking for "Force Multipliers"—individuals who don't just follow a process but build the machine that automates it. The ideal candidate possesses a "figure-it-out" mindset, capable of leveraging any tool—from Salesforce and HubSpot to custom AI scripts—to solve complex operational bottlenecks without increasing headcount. Lastly, this role is accountable not just for building systems, but for keeping them reliable, adopted, and clean over time.

This is an individual contributor (IC3) role. The role does not manage people, but leads through ownership, rigor, and follow‑through. Success is measured by operational reliability, adoption, and reduced execution drag—not by visibility or volume of output.

Relevant Past Experience:

• Managed complex CRM lifecycles (Salesforce/HubSpot) and workflow optimization across lifecycle systems.
• Integrated MarTech stacks (like Braze or Amplitude) and used SQL to validate behavioral data. 
• Track record of turning raw data into "decision-grade" dashboards that influence executive strategy.
• Experience building AI-assisted tools or custom scripts to handle high-volume cycles without increasing headcount.
• Equivalent experience in other systems or domains is acceptable; we value transferable systems thinking over specific tools.

Responsibilities:

• Cx Systems Architecture & Intelligence: Own the end-to-end Cx systems architecture, maintaining a durable, closed-loop operating model that turns creator intelligence (qualitative, quantitative, behavioral) into action. Ensure SFDC/HubSpot and dashboard hygiene across the 365‑day intelligence stack.
• AI, Automation & Process Optimization: Build and deploy AI-assisted tooling and automation (e.g., channel management, drafting, QA) to eliminate systemic bottlenecks and materially reduce manual effort.
• GTP Execution & Channels: Run the standardized Go‑to‑Partner (GTP) methodology and Cx operational cadence—creator communications, councils, surveys, enablement distribution, retrospectives—so ecosystem-wide changes land as opportunity, not disruption.
• Execution Hygiene & Time-to-Value: Drive disciplined execution across Cx initiatives, ensuring work moves from insight → action → learning without stalls or escalations.
• Visibility & Decision Support: Build and maintain decision‑useful dashboards and reporting that clearly surface adoption, readiness, and execution health.
• Change Management & Reliability at Scale: Lead rollout and adoption of new systems and processes across Cx and adjacent Partner Success teams, ensuring operational reliability during high‑volume or high‑change periods without incremental headcount.

Basic Qualifications:

• 4+ years of experience in systems, operations, enablement, or execution‑focused roles (e.g., operations, business systems, revenue operations, growth operations).
• Demonstrated experience owning systems, workflows, or tools that support cross‑functional teams.
• Experience working with CRM, data, or operational platforms (e.g., Salesforce, HubSpot, Looker, or similar tools).
• Demonstrated history of strong execution discipline, including driving work end‑to‑end with minimal oversight.
• Strong analytical and AI first problem‑solving skills, with the ability to translate complexity into simple, reliable operations.

Preferred Qualifications:

• Experience supporting platform, product, or ecosystem‑scale initiatives in a B2B or technology environment.
• Experience building dashboards, automation, or lightweight tooling to support execution and adoption.
• Comfort operating in ambiguous or evolving environments with changing requirements.
• Experience supporting change management, rollout, or enablement efforts for internal teams.
• Entrepreneurial drive with a resilient work ethic
• Experience with generative AI for optimizing effectiveness and efficiency

If this opportunity interests you, you might like these courses on Coursera:

Operations and Process Management, Illinois Tech 

Generative AI for Data Analysts Specialization, IBM

The Strategy of Content Marketing, University of California, Davis

Solving Complex Problems Specialization, Macquarie University

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