Steve Aman serves as the Director of Scaled Support at Coursera, where he leverages his extensive experience in customer support and operations to drive innovative solutions that enhance user experience and operational efficiency. With a robust background in global operations management, Steve has successfully managed...
Steve Aman serves as the Director of Scaled Support at Coursera, where he leverages his extensive experience in customer support and operations to drive innovative solutions that enhance user experience and operational efficiency. With a robust background in global operations management, Steve has successfully managed a $13 million budget across a complex network of 6 sites and 12 languages, demonstrating his adeptness in vendor management and cross-functional partnerships.
One of Steve's key accomplishments includes the launch of an advanced chatbot designed to provide in-platform support, which has enabled Coursera to support 120% more users without increasing agent headcount or budget. This initiative not only showcases his commitment to process innovation but also highlights his strategic approach to scalability in customer service operations. Additionally, Steve has collaborated closely with Customer Success and Implementations teams to create an enablement-driven hub aimed at empowering Enterprise Administrators. This hub focuses on maximizing platform utilization and enhancing learner success, reflecting his deep understanding of customer insights and operational strategy.
Steve's expertise in leadership and team development is evident in his ability to foster a culture of collaboration and continuous improvement within his teams. His skills in project planning, customer service management, and business process outsourcing (BPO) further solidify his role as a pivotal figure in Coursera's mission to democratize education globally. As he continues to expand support into new languages and regions, Steve remains dedicated to delivering exceptional customer experiences and driving operational excellence within the organization.
