Lead Market Operations Specialist

2 weeks ago

Orlando, Florida, United States Varsity Tutors Full time
Job Overview

Market Operations: Lead Specialist

The Lead Specialist within the Market Operations division at Varsity Tutors is responsible for overseeing a diverse range of activities, including performance monitoring and providing both technical and tutor support for tutoring sessions, as well as managing tutor payroll and profiles. The ideal candidate will be enthusiastic about tracking essential operations of our business while also identifying opportunities for enhancing our tools and systems to improve the experiences of both tutors and learners.

About Varsity Tutors:

Varsity Tutors is a premier platform for live online learning, dedicated to revolutionizing the educational experience through technology. Our proprietary platform harnesses advanced technology, including AI, to connect learners of all ages with subject matter experts, delivering exceptional value to both learners and educators. We offer a comprehensive learning environment that spans over 3,000 subjects and various formats, including one-on-one instruction, small group classes, large group sessions, on-demand study support, and adaptive self-study options.

Key Qualifications:

  • Bachelor's degree or equivalent experience in customer service or support roles.
  • Experience collaborating with Independent Contractors and third-party staffing agencies is advantageous.
  • Proficiency in tracking system and personnel performance.
  • Experience in conducting independent projects or audits in undefined processes.
  • Comfortable navigating ambiguity and adapting to the evolving needs of the business.
  • Prior experience in customer service, tutoring, or support roles.
  • Exceptional verbal and written communication skills.
  • Strong analytical and problem-solving abilities.
  • Ability to work autonomously and prioritize tasks effectively.
  • Excellent customer service aptitude.
  • Availability to work evenings and weekends as required.
  • Ability to work with minimal supervision.
  • Consistently meets or exceeds performance expectations.

Core Responsibilities:

  • Monitor and ensure the efficiency of automated systems and teams in daily operations within your designated area.
  • Respond to fluctuations in key performance metrics (such as SLAs, work rates, and volume) by utilizing existing levers to ensure task completion (e.g., additional shifts, system adjustments, SOP modifications).
  • Identify opportunities for optimization and enhancement of systems for critical workflows (automation, quality, tutor experience).
  • Assess and comprehend the needs of our clients and tutors.
  • Facilitate communication across teams to ensure awareness of changes and smooth operations (identify areas needing additional support and allocate team resources accordingly).
  • Address escalations promptly, professionally, and thoroughly, escalating to management when necessary.
  • Provide support and respond to inquiries for the Global Team.
  • Assist in training and coaching for the Global Team.
  • Resolve issues and make informed decisions within your area of expertise.
  • Conduct coaching sessions with the team and facilitate team meetings.
  • Ensure effective communication between clients, Varsity Tutors, and instructors.
  • Exercise judgment within established guidelines and best practices to determine appropriate actions.
  • Impact the quality of your work and that of your team members.
  • Support the TOS team with testing as directed by management.

Leadership Principles and Culture:

  • Team Building: Lead the recruitment and development of high-caliber talent, ensuring employee growth even if it involves transitioning individuals to different areas.
  • Ambitious Thinking: Set bold, ambitious goals and consider innovative solutions to achieve them.
  • High Standards: Recognize that what was once extraordinary is now commonplace; articulate and uphold high standards.
  • Action Orientation: Make timely decisions and act swiftly, understanding that most decisions are reversible.
  • Trust Building: Foster trust through active listening and candid conversations, owning mistakes humbly.
  • In-Depth Understanding: Maintain a thorough understanding of details and conduct regular audits.
  • Conviction: Engage in meaningful discussions and remain committed to decisions once made.
  • Results-Driven: Identify objectives and deliver quality results, overcoming setbacks as needed.
  • Sound Judgment: Make decisions that prove to be correct over time, given the context.
  • Apolitical Approach: Support Varsity Tutors as an apolitical entity, focusing on our mission to enhance learning.

Benefits:

  • Fully remote position.
  • Competitive salary package.
  • Comprehensive healthcare plans (medical, dental, vision, and life) along with pet insurance.
  • 401(k) with company matching.
  • Generous leave options including maternity, paternity, and adoption leave.
  • Paid time off.
  • Complimentary Learning Membership for you and your household (including tutoring hours, unlimited on-demand services, and access to online classes).
  • Employee discounts.
  • A unique opportunity to contribute to transforming the educational landscape.

Varsity Tutors is committed to fostering a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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