Operations Manager

Job Description

About the company

Remind, the leading communication platform in education, helps educators reach students and parents where they are: their phones. With nearly 30 million active users, we’re one of the fastest-growing companies in education technology, but we have our sights set on something bigger: giving every student the opportunity to succeed.

About this role:

Help shape Remind’s next big business -- Remind Coaching, an online tutoring product that matches highly qualified teachers on Remind with students looking to get unstuck in a specific class. Manage communications with our coaches (teachers on Remind), parents who are thinking of purchasing coaching for their child, and all communications with our students and parents throughout their lifecycle with Remind Coaching. This role is part operations, part customer relations, part coach quality.

This person sits on the product team and plays a critical role in ensuring all of our students get the support they need to succeed in class. From jumping on the phone with students and parents, to training and ensuring quality of our coaching, to identifying the tools and processes that will help us scale, this person will be integral in shaping all touchpoints across the customer journey.

About you:

• You have 3+ years relevant working experience in operations capacity, preferably at a fast-growing company.
• You are proactive and a self-starter, with a strong attention to detail.
• You are dynamic, strategic, and collaborative with an ability to digest and manage many streams of work.
• You have strong customer communication and interpersonal skills.
• You have a strong passion for improving people’s lives through education.

What you’ll do:

• Drive customer and revenue growth in our businesses, while ensuring profitability and scalability of the business.
• Respond to email inquiries from prospective and existing customers, often jumping on the phone when needed.
• Schedule all coaching sessions, coordinating between customer and coach availability.
• Conduct feedback sessions with parents and students after their first coaching sessions.
• Address questions and customize coaching plans.
• Manage coach experience from recruiting, training, availability to compensation.
• Identify opportunities to scale and improve upon existing processes.
• Work closely with product and design to improve the customer experience throughout all parts of the lifecycle from pre-purchase onwards.

On your first day, you should:

• Be comfortable and ready to jump on the phone with customers and coaches.
• Be versed in documenting and executing on existing processes.
• Be ready to treat every customer and coach interaction as a potential opportunity to improve on the existing experience.
• Have a bar for quality while balancing the need to scale an option. Figure out ways to scale existing processes while maintaining a high bar for quality.

Availability and Schedule:

• Ability to do flexible working hours Monday through Thursday as needed to support evening tutoring sessions (eg. 12-8pm)
• May need to occasionally respond to customers outside of business hours
• Flexibility to work from home

Compensation:

• Competitive salary and equity
• 401K
• 100% health coverage for you and your dependents
• Open vacation policy
• Paid parental leave
• Parking and commuter benefits

Remind is an equal opportunity employer, and we're committed to diversity and inclusion in the workplace. We aim to represent the students, teachers, and parents we serve, and we welcome, support, and empower all the diverse individuals in our community.