Full-Time

Market Operations Support Manager

Posted on 9/23/2024

Varsity Tutors

Varsity Tutors

5,001-10,000 employees

Online platform for personalized tutoring services

Education

Mid

Remote in USA

Category
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Required Skills
Communications
Customer Service
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
Responsibilities
  • Oversee the core tutor and platform support functions of the company to reduce the support needed by improving systems, self-service features, and automated support
  • Monitor and ensure the effectiveness of automated systems, diving deep to identify optimizations and improvements
  • Ensure daily SLAs and metrics are achieved.
  • Lead a team of contractors to provide the support required to achieve goals.
  • Assess and manage the 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
  • Assist in defining and ensuring specialists adhere to defined internal controls
  • Impact the level of service and the system’s ability to meet quality, volume, and timeline objectives
  • Identify opportunities for improvement and assist in testing solutions for efficiency and quality gains, including SOP changes, automation changes, and system enhancements
  • Collaborate with other department leaders to identify opportunities for improvement
  • Drive tutors to the best channel of communication for response
  • Reduce inbound tutor communication
  • Be the expert in both tutor support and tech support processes and solutions

Varsity Tutors provides personalized online education solutions for students of all ages, from elementary school to adults pursuing professional certifications. The platform operates on a membership model, allowing clients to access various learning resources such as one-on-one tutoring, live group classes, and on-demand lessons. With a network of over 40,000 vetted tutors, Varsity Tutors ensures high-quality instruction tailored to individual needs. The flexibility of the membership allows families to customize their learning experience, whether they need help with school subjects or preparation for standardized tests like the SAT. Additionally, Varsity Tutors offers instruction in over 3,000 subjects, including coding, paleontology, and language learning with native-speaking tutors. This extensive subject range and the convenience of online learning make Varsity Tutors a comprehensive option for lifelong education.

Company Stage

Series C

Total Funding

$104.1M

Headquarters

Clayton, Missouri

Founded

2007

Growth & Insights
Headcount

6 month growth

3%

1 year growth

16%

2 year growth

13%
Simplify Jobs

Simplify's Take

What believers are saying

  • Partnerships with school districts expand Varsity Tutors' reach and user base.
  • Growing demand for personalized learning aligns with Varsity Tutors' tailored educational solutions.
  • Increased interest in hybrid learning models supports Varsity Tutors' online platform.

What critics are saying

  • Emerging edtech platforms offer similar services at lower prices, increasing competition.
  • Free online resources like Khan Academy may reduce the perceived value of paid services.
  • Data privacy concerns could lead to regulatory scrutiny, affecting Varsity Tutors' operations.

What makes Varsity Tutors unique

  • Varsity Tutors offers over 3,000 subjects, including unique topics like paleontology.
  • The platform integrates AI for personalized learning experiences, enhancing student engagement.
  • Varsity Tutors' membership model provides flexible, household-wide access to learning resources.

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