Remote Market Operations Sourcing Lead

Summary

The job is for a Market Operations Lead at Varsity Tutors who will oversee various operations, provide technical and tutor support, and identify improvements. The ideal candidate should have a bachelor's degree or equivalent experience, excellent communication skills, strong analytical abilities, and the ability to work independently.

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
• 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