Remote Market Operations Sourcing Lead

Summary

The Market Operations Lead at Varsity Tutors oversees a variety of tasks including sourcing and placing tutors, monitoring performance, and providing technical support. The ideal candidate should have excellent communication skills, strong analytical abilities, prior customer service experience, and be comfortable with ambiguity. They will monitor systems, identify optimizations, communicate across teams, and provide support and training.

Requirements

• Bachelor’s degree required or equivalent years of experience working in a fulfillment, processing, or support role
• Experience tracking system and personnel performance
• Experience doing independent project or audit work where process may be undefined
• Very comfortable with ambiguity, able to pivot to meet the needs of the business
• Prior customer service, tutoring, and/or support experience
• Excellent verbal and written communication skills
• Strong analytical and problem solving skills
• Ability to work independently and prioritize work
• Ability to work evenings and weekends
• Requires minimal supervision
• Meeting and/or exceeding expectations in all performance metrics

Responsibilities

• Monitor and ensure the effectiveness of automated systems and teams as they complete daily functions in your assigned area
• React to changes in key metrics (such as SLAs and work rates and work volume) using existing levers to ensure work is completed
• Identify optimizations and improvements to systems for key workstreams (automation, quality, tutor experience)
• Assess and understand the needs of our clients and tutors
• Communicate across teams to ensure all key operations are aware of changes or running smoothly (Identify areas needing additional support and direct team resources appropriately)
• Address escalations in a timely, professional and thorough manner and appropriately escalate to managers when necessary
• Provide support and answer questions for the Global Team
• Provide and support training and coaching for the Global Team
• Resolves issues and/or makes working decisions within area of specialization
• Facilitate coaching sessions with team and help run team meetings
• Facilitate communication between clients, Varsity Tutors, and instructors

Benefits

Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer