Business Operations Manager, Tutor Operations

Business Operations Manager, Tutor Operations

Course Hero is scaling, and so is our Tutor Operations team! At Course Hero, we envision a world where every student graduates confident and prepared, and our Business Operations Manager, Tutor Operations will play an integral part in helping us realize this vision. Tutors on the CourseHero.com platform are critical to helping our student users get “unstuck,” offering real-time support and explanations for hard-to-solve study problems and course-specific content. It is imperative that tutors who join the community are authentic subject matter experts who care deeply about student success. As our global community surpasses 15,000 tutors, we are looking for someone who is passionate about identifying and solving the types of complex problems that come with operating a human-centric, two-sided marketplace. 

Specifically, the Business Operations Manager will ensure our processes are optimized to grow the tutor community efficiently and scalably, with a particular emphasis on improving our ability to onboard and retain tutors who meet both our quality and trust & safety standards. From the application process to ongoing tutor management, you will dig deep into our end to end operations, analyzing data and offering solutions that will enhance the overall quality and integrity of the marketplace for tutors and students alike. With great potential for growth and significant impact, this position requires a manager who is comfortable working in a fast-paced, highly collaborative environment with a diverse group of people. Come join us! 

Here are some ways you’ll make an impact:

• Own the tutor application experience and all key performance indicators to ensure we have the optimal supply of high-quality tutors in the most in-demand subjects and the ability to promptly identify and act on areas of opportunity
• Oversee our remote Tutor Application Processing team based in the Philippines, and make sure their review procedures are as efficient and thorough as possible
• Partner with our Trust & Safety team to ensure our tutor application experience supports growing and maintaining a community of genuine, high integrity tutors
• Review and manage the application process for tutors, ensuring that we provide a satisfactory experience and clear communication
• Analyze internal data and dashboards to make data informed decisions regarding process improvements, updates to the tutor application experience, and trust and safety initiatives
• Create and maintain clear process documentation (e.g. documents, spreadsheets) associated with our tutor application and trust and safety efforts
• Help refine the best practices associated with Course Hero’s tutor community/marketplace

Are you our next Business Operations Manager?

• Relevant educational background and 5+ years of professional experience, preferably in an operations, strategy, project management, or program management role
• Demonstrated experience using data to analyze operational effectiveness, diagnose areas of opportunity, and implement process improvements that support business objectives
• Advanced proficiency using spreadsheet software programs (Excel, Google Sheets), query languages (SQL), and reporting tools to derive actionable insights and recommendations
• Known to be an excellent cross-functional partner who can synthesize needs, gain alignment, and drive strategies forward in a highly collaborative environment
• Highly effective communication skills, regardless of audience, method, and message, including the ability to present complex information in a virtual environment
• Ability to balance competing priorities and own multiple projects in a deadline oriented environment without compromising work quality
• Excited to work in a high-growth segment of the business where ambiguity does not impede a bias for action
• Subscribes to an “always learning” mentality for themselves and others - gives and receives feedback respectfully, fails forward, and seeks out opportunities for ongoing development

Bonus Points 

• People management experience, especially with remote teams
• Experience working with global counterparts/teams 
• Strong interest in education and education technology

Benefits & Perks!

• Competitive salary, annual bonus, and RSUs
• Medical coverage, including full dental and vision
• Life and disability benefits
• 401(k) program (US)  / retirement savings plan (Canada) with company match
• One month paid sabbatical after 5 years at the company
• Education reimbursement
• Professional development workshops & industry conferences
• Paid parental leave
• Flexible work schedule
• Social responsibility program (volunteer time off and donation matching)
• Annual wellness stipend
• Monthly tech stipend
• Annual family planning stipend
• Monthly snack boxes delivered to your door
• Cell phone allowance

For positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records. Other locations: IL, MA, NJ.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We strongly encourage you to apply if you're interested: we'd love to learn how you can amplify our team with your unique experience!

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