GitHub
Contract • Remote
Lead Education Administrator Program Operations Lead
August 2025–Present
- Lead day-to-day operations for GitHub Education programs, overseeing high-volume customer lifecycle workflows including onboarding, renewals, eligibility, escalations, and ongoing program participation.
- Lead cross-functional program execution across Engineering, Support, and Product teams to improve customer-facing workflows, resolve operational gaps, and support scalable program delivery.
- Design and optimize lifecycle workflows, SOPs, automation, and internal resources that reduce manual effort, improve response consistency, and enable scalable customer and partner support.
- Utilize Salesforce reporting and customer engagement data to monitor program performance, identify trends and operational risks, and inform data-driven program improvements.
- Serve as primary escalation owner for complex customer and partner issues, coordinating resolution across internal teams and identifying recurring issues for process improvement.
- Develop monitoring and prioritization frameworks to identify high-risk and high-impact cases, enabling proactive intervention and more consistent operational decision-making.
- Increased Campus Program enrollment by 20% through improved outreach workflows and eligibility consistency.
- Reduced unnecessary renewal volume by 40% by refining eligibility criteria and streamlining renewal workflows.
- Reduced open ticket backlog by 72% by establishing clearer ownership, prioritization, and escalation pathways.
Education Program Administrator
April 2025–August 2025
- Administered GitHub Education programs, including application reviews, renewals, and eligibility verification.
- Managed shared inbox operations and workload triage, improving program throughput and response times.
- Collaborated with educators and institutional partners to resolve enrollment and account issues while maintaining accurate program data.