Market Operations Support Manager

Overview of Position

Varsity Tutors is seeking a Market Operations Support Manager to lead support operations for students, school districts, tutors. We support our various partners by addressing live technical issues, and ensuring tutors receive prompt resolution of their needs over phone, chat, and email. Your goal is to improve our products and reduce the need for assistance and auditing. The goal is not to become FASTER at tutor and tech support, but to REDUCE the need for tutor and tech support by improving our systems.

About Nerdy:

Qualifications

• 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

Nerdy Leadership Principles

Relentless Focus on Customers * Comfort with Ambiguity * Ownership * Simplify * Intellectual Curiosity * Build Teams * Think Big * Insist on High Standards * Bias for Action * Build Trust * Go Deep * Have Conviction * Deliver Results * Are Right, a Lot

Benefits/Culture:

• 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)
• Unique opportunity to help transform how the world learns!
• Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture