Case Manager (Remote)

Title: Case Manager

Department: Production

Reporting to: Associate Director, Case Management

Compensation: $83K - $93K USD

Location: Remote - USA

 

Who We Are:

World Education Services (WES) is a non-profit social enterprise that supports the educational, economic, and social inclusion of immigrants, refugees, and international students. For 50 years, WES has set the standard for international academic credential evaluation, supporting millions of people as they seek to achieve their academic and professional goals. Through decades of experience as a leader in global education, WES has developed a wide range of tools to pursue social impact at scale. From evaluating academic credentials to shaping policy, designing programs, and providing philanthropic funding, we partner with a diverse set of organizations, leaders, and networks to uplift individuals and drive systems change. Together with its partners, WES enables people to learn, work, and thrive in new places. For more information about WES, please visit our website at www.WES.org.  

 

About the Opportunity;

WES is seeking a skilled Case Manager to oversee the complete process of delivering academic evaluation reports that assist international students and professionals in attaining their educational and career objectives in the United States and Canada. This role will be part of the Production Operations organization and will be responsible for supervising a team of Case Analysts who deliver the examination, analysis, and processing of credentials, authentication of documents, and the preparation of clients' international academic records for evaluation and recognition by WES.

 

What You'll Do:

• Manage, coach, and develop a team of Case Analysts responsible for the review and evaluation of applicants’ academic credentials.
• Work with other Case Managers to identify knowledge gaps within the Case Unit and coordinate with other departmental leaders to address them.
• Help develop and manage process automation.
• Ensure appropriate corrective and preventative action plans are defined and implemented to reduce errors and increase quality and efficiency of operations.
• Compile and manage production data metrics, ensuring department can measure/track quality, efficiency, and productivity.
• Focus on process automation optimization by identifying new processes, technology, and applicable software.
• Monitor department work schedules in production workflow platforms and coordinate to distribute work as necessary to maintain optimal efficiency and load balancing of applicant files.
• Present policy changes and other evaluation-related updates to the team in a structured, consistent, and timely manner.
• Oversee the hiring of staff and performance management of department.
• Develop and manage a high-performing group of Case Analysts through effective delegation of work, accountability, and leadership.
• Occasional travel and attendance at in-person meetings to facilitate effective collaboration, relationship-building, engagement, and project coordination.
• Other duties as assigned.

 

Your Experience:

The ideal candidate will have:

Required

• A bachelor's degree, preferably in business operations, data analytics, data management, or related fields.
• Minimum 2 years of direct people management experience, including supervision, coaching, and performance evaluations.
• Experience with time management tools, scheduling, and workflow management.
• Ability to assess team capabilities and exercise sound judgment in people management and evaluation content.
• Proficiency with computer systems, database tools, and internet navigation.
• Strong work ethic, communication, and people skills.
• Strong leadership, team building, and conflict-resolution skills.
• Excellent organizational and time management abilities.
• Strong written and verbal communication skills, with the ability to convey complex information clearly.
• High standards of quality, accountability, and initiative.
• Ability to analyze data and translate insights into actionable improvements.
• A collaborative mindset and a commitment to WES’ mission and values.
• A passion for continuous learning and adaptability in a changing environment.
• Proven success in leading change, managing performance, and developing team capabilities.
• Ownership and initiative to deliver results.
• An ability to work independently with minimal supervision and within tight deadlines.

Desired

• Knowledge and interest in international education desirable.
• Foreign language skills