Remote Market Operations Sourcing Lead

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Logo of Varsity Tutors, a Nerdy Company

Varsity Tutors, a Nerdy Company

πŸ“Remote - United States

Job highlights

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
This job is filled or no longer available

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