Programs Operations Specialist (remote)

Wiki Education is a data-driven, outcomes-focused 501(c)(3) nonprofit that envisions a world in which students, scholars, scientists, archivists, librarians, and other members of academic and cultural institutions are actively engaged in sharing their knowledge with the general public through Wikipedia, Wikidata, and other open collaboration projects on the web.

We run two programs: The Wikipedia Student Program, in which we support college and university faculty who assign students to edit Wikipedia as part of their coursework, and the Scholars & Scientists Program, where we run courses for knowledge professionals to learn to contribute to Wikipedia and Wikidata. By empowering students and other subject matter experts to add content to Wikipedia, we ensure the public’s most used reference is more trustworthy, accurate, and complete.

We’re seeking a Programs Operations Specialist to be the operational backbone of our programs team. The Programs Operations Specialist will ensure that Wikipedia Student Program participants move through our pathways smoothly and receive the right communications at the right time. This role sits at the intersection of systems management, data integrity, and program coordination, ideal for a detail-oriented systems thinker who is equally as comfortable in a CRM as they are thinking through participant journeys and engagement strategies.

JOB DUTIES

CRM data management (Salesforce)

• Ensure program staff always have accurate, reliable data to make decisions by owning the integrity and day-to-day management of all program-related records, campaigns, and audience segments in Salesforce.
• Enable program participation goal projections by building and maintaining campaigns and statuses.
• Give program managers and leadership real-time visibility into pipeline health and outreach performance by creating and maintaining Salesforce reports and dashboards.
• Serve as the primary liaison to the Salesforce administrator, translating program needs into clear, actionable requests.
• Help programs staff get more out of Salesforce by serving as an internal resource for day-to-day questions and system navigation.
• Ensure the organization follows Salesforce and Pardot best practices by liaising with external consultants as needed, communicating the team's needs and seeing that recommendations are implemented correctly.
• Prevent data quality from eroding over time by enforcing hygiene standards, including deduplication, record merging, field standardization, and regular audits.

Email campaign management (Pardot Account Engagement)

• Ensure people receive appropriate targeted messaging by owning Pardot Account Engagement day-to-day, including list management, form handlers, landing pages, and campaign organization.
• Move participants through program stages by designing and managing drip sequences and automated Engagement Studio (Pardot) programs (or similar) that guide contacts from awareness through application, onboarding, participation, and returning engagement.
• Keep prospect and contact records accurate and aligned across systems by maintaining clean Pardot–Salesforce sync settings, ensuring data flows in the right direction.
• Send communications that feel personal and relevant by coordinating with communications staff, so messaging is tailored to each audience segment.
• Protect inbox placement and sender reputation by partnering with email deliverability consultants or vendors to monitor domain health and follow current best practices.

A/B testing and optimization

• Drive continuous improvement in email engagement by designing and executing A/B tests across subject lines, preview text, calls to action, send times, audience segments, and email length, with the goal of increasing participant conversion.
• Translate test results into actionable changes, building an internal knowledge base that makes each campaign smarter than the last and reduces reliance on guesswork over time.

Response management and audience segmentation

• Ensure no interested contact falls through the cracks by monitoring and managing inbound responses to program communications, including email replies, form submission inquiries, and contacts collected from in-person events.
• Connect people to the right program opportunity quickly by triaging and categorizing inbound responses, routing contacts into appropriate messaging tracks or pipelines based on their interests, eligibility, and stage.
• Maintain a consistent, timely experience for every contact by upholding clear response-handling protocols and ensuring every inquiry receives appropriate follow-up.
• Protect program quality and participant success by reviewing incoming course applications to assess whether applicants' plans align with established best practices, flagging gaps, and routing applicants to the appropriate next step or follow-up communication.
• Keep segmentation strategies current and effective by collaborating with other staff on the Wikipedia Student Program team as program offerings evolve.

Systems and process improvements

• Help the programs team spend less time on manual work and more time on programs by identifying operational inefficiencies and proposing practical solutions.
• Protect institutional knowledge and enable team continuity by documenting all operational processes and maintaining an up-to-date operations manual.
• Strengthen the team’s operational toolkit by evaluating and supporting the adoption of new tools or integrations that improve efficiency.

QUALIFICATIONS

Required qualifications

• Strong attention to detail and commitment to data accuracy
• 5+ years' experience in email marketing operations or a closely related field
• Proven experience planning and executing large-scale email campaigns, including segmentation, scheduling, and performance analysis
• Demonstrated hands-on experience as a Salesforce power user, including building reports and dashboards, managing records and campaigns, and working within established CRM configurations
• Deep knowledge of Pardot or a similar email program, including building email campaigns, engagement programs, and managing the Salesforce–Pardot sync
• Experience leveraging AI tools to enhance productivity, automate tasks, or solve complex problems, including staying current with emerging AI trends
• Knowledge of the U.S. or Canada higher education system (e.g., as a student, employee, etc.)
• Strong written communication skills
• A passion for Wikipedia and free knowledge
• Comfort with Slack, Google Meet, Zoom, and other virtual workplace tools
• Experience collaboratively editing Google Drive files

Personal characteristics

• A mission-driven individual with an understanding of, belief in, and commitment to the benefits of freely available information
• Intellectually curious and flexible: enjoys tackling difficult, ambiguous problems; loves learning from others and expanding intellectual horizons
• Comfortable working in a highly transparent fashion, open to input and feedback; proactive candid communicator who wants people to know what they are doing and isn’t afraid to bring others in when things are off-track or when they need help; can handle criticism in a mature fashion
• Emotionally mature and self-reliant; someone who will thrive working in a small but growing team; an ability to tolerate a high degree of ambiguity, and to negotiate with people with differing opinions

COMPENSATION AND WORKPLACE

The salary range for this job is $80,000–90,000. We are a remote organization, but we expect you to be based in the United States. This position reports to the Senior Program Manager, Wikipedia Student Program.

This is a 40 hours/week position with benefits, including:

• Fully paid medical, dental, & vision insurance premiums for you and your family
• Employer funded Health Savings Account (HSA)
• Fully paid parental leave
• Emergency coverage (long and short term disability, life insurance (2× salary), and an employee assistance program are included)
• 401(k) retirement plan with matched contributions of 4% of annual salary with immediate vesting
• Flexible and generous vacation policy (11 U.S. holidays + 2 floating holidays + 18 vacation days in year one, 24 after one year, 30 after five years) and sick leave policy (12 days)

Travel:

• Staff attend a week-long All Staff meeting up to two times a year in person, typically in San Francisco

As an equal opportunity employer, Wiki Education values having a diverse workforce and continuously strives to maintain an inclusive and equitable workplace. We do not discriminate against any person based upon their religion, ethnicity, age, national origin, immigration status, ancestry, physical or mental abilities, medical condition, genetic information, marital status, military and veteran status, and sex, gender, gender identity, gender expression, or sexual orientation, or any other legally protected characteristics. We strongly encourage people with a diverse range of backgrounds to apply.

TO APPLY

Please send a cover letter and resume to jobs@wikiedu.org, with "Programs Operations Specialist" in the subject line. Priority application deadline: April 13, 2026. Targeted start date: June 1, 2026

This is a 40 hours/week position with benefits, including:

• Fully paid medical, dental, & vision insurance premiums for you and your family
• Employer funded Health Savings Account (HSA)
• Fully paid parental leave
• Emergency coverage (long and short term disability, life insurance (2× salary), and an employee assistance program are included)
• 401(k) retirement plan with matched contributions of 4% of annual salary with immediate vesting
• Flexible and generous vacation policy (11 U.S. holidays + 2 floating holidays + 18 vacation days in year one, 24 after one year, 30 after five years) and sick leave policy (12 days)