Varsity Tutors, a Nerdy Company is hiring a
Market Operations Support Manager

Summary

Join Varsity Tutors as a Market Operations Support Manager to lead support operations for students, school districts, and tutors, improving products and reducing the need for assistance.

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

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

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)