School Operations Manager

Role Type: Full-Time  

Location: Fully Remote (You can be based anywhere in the United States!)

Reports To:   School Operations Manager    

As a School Operations Manager, you’ll partner with our customer success team and operational leadership team to deliver an exceptional experience for our school partners and ensure that their students are receiving the best care possible.  

This is a great opportunity for someone who wants to:

• Manage and grow a team of talented operations associates 
• Build an efficient operational system based on key business metrics
• Learn new skills in a rapidly changing environment

• Own management of a team of school operations associates (U.S. based to start), including:
• Training, onboarding, and performance management 
• Monitoring and reporting on team performance against key performance indicators, driven by an understanding of business needs
• Building team engagement and and intentional, inclusive culture 
• Developing team members along their career growth goals
• School operations support management and customer service
• Build processes and map handoffs within an evolving team structure (including non-U.S. based team members), creating a playbook of documentation as the team grows
• Support building a ticketing system that is closely monitored and provides actionable insights to the operations
• Keep the customer and student experience front of mind, and build and create ways to increase transparency around this internally (alongside Director of School Ops)
• Serve as a point of escalation for operations associates, triaging and flagging to leadership
• Partner with stakeholders to update and own clear school ops processes, training materials, SoPs and other materials
• Serve as an expert on school operations within the company
• Collaborate cross functionally with product, clinical, provider operations, and other teams to ensure that school operations perspective is represented on roadmaps accurately and effectively (alongside Director of School Ops)
• Partner closely with Customer Success team to ensure that customer expectations are exceeded 
• Support strategically on system improvements and scale
• Support the Director of School Ops on developing a roadmap of short and long term vision
• Develop pilots and other appropriate approaches to system improvements
• Have a voice with leadership to demonstrate the operational perspective and vision
• Manage vendor relationships were relevant (mailroom operations, e.g.)

A great fit for this role will have:

• A bachelor's degree, 5+ years of relevant work experience
• Previous experience in people management 
• Professional experience working in operations that are customer facing or alongside customer facing teams
• Previous experience managing standard operating procedures, training, and building processes
• Previous experience reporting KPIs and OKRs, or other performance metrics
• Strong customer service skills and mentality 
• Detail oriented and excellent written communication skills
• Tech savvy and able to come up to speed quickly on new systems (e.g. Zendesk)