Market Operations Support Manager

6 days ago

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Varsity Tutors, a Nerdy Company

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Seamlessly connecting experts and learners in any subject, anywhere, anytime

Test Prep • Academic Tutoring • Online Learning • Cloud-Based Analytics • Internet

501 - 1000

💰 $50M Series C on 2018-02

Description

• Lead support operations for students, school districts, and tutors • Improve products and reduce support needs by enhancing systems • Monitor effectiveness of automated systems and identify optimizations • Ensure daily SLAs and metrics are achieved • Lead a team of contractors to provide necessary support • Assess and manage performance and engagement of direct reports • Renew, terminate, or offer new contracts to contractors as needed • Own processes to de-escalate issues across the team • Define and ensure adherence to internal controls

Requirements

• 2+ years as a successful manager in a customer service or customer success role • Self-driven and able to manage multiple projects simultaneously • Excels working independently but also able to collaborate with others when needed • Highly comfortable with ambiguity and the ability to shift priorities as needed • Has led or supported projects to improve processes and increase efficiency • Ability to use Excel and Sheets to analyze, manipulate, and report data • Experience in establishing and refining metrics used to measure individual and team performance • Exceptional interpersonal and communication skills • Ability to work evenings and weekends as needed • Bachelor's degree in Education, Business, or a related field • Experience managing remote teams is a plus • Understanding how to work with independent contractors is also a plus

Benefits

• Competitive Salary and Equity in the company • Healthcare Plans (Medical, Dental, Vision, Life) • 401k Company Matching Plan • Maternity, Paternal, and Adoption Leave • Fully Remote Position • PTO and Paid Holidays • Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes) • Unique opportunity to help transform how the world learns! • Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture