Senior Manager - School Operations

About the Role

This Senior Manager position in School Operations is dedicated to enhancing operational and technological support for virtual school teams across the United States. The role centers on guiding a customer support division to empower educators and school personnel with efficient processes and strategic insights.

Key Responsibilities

• Lead and mentor a team responsible for assisting school staff with technology and product-related challenges.
• Set high standards for service excellence and continually refine support procedures and communication methods.
• Collaborate with IT, Product, and Operations leadership to prioritize issues, communicate impacts, and advocate for the needs of school teams.
• Utilize dashboards, reports, and performance metrics to monitor service trends and identify avenues for improvement.
• Provide in-depth analysis and recommendations to leadership for enhancing operational effectiveness.
• Initiate and drive projects focused on innovation, stakeholder satisfaction, and optimized support experiences.
• Manage hiring, onboarding, coaching, workload distribution, and professional growth of team members.
• Forge cross-departmental relationships to ensure smooth resolution of complex operational challenges.

Candidate Profile and Requirements

• Minimum of 7 years’ experience in customer support, service desk, IT support, operations, or related management roles.
• Proven track record in team leadership, performance management, and quality assurance in service delivery.
• Strong analytical, problem-solving, and decision-making skills with the ability to discern patterns and suggest effective solutions.
• Excellent communication skills, complemented by experience in stakeholder engagement and presentations.
• Experience working with support systems, reporting tools, and operational data analysis.
• Proficiency in Microsoft Office suite, including Outlook, Word, Excel, PowerPoint, and Copilot.
• Comfortable operating within a fully remote work environment and engaging with geographically distributed teams.
• Preferably experienced in project management or IT/education technology environments.
• Bachelor’s degree preferred along with prior leadership experience.
• Willingness to travel up to 15% and pass required background checks.

Compensation and Benefits

• Salary ranging approximately from 74645 to 91000 USD annually, dependent on qualifications, experience, location, and market conditions.
• Possibility of performance-based bonus incentives.
• Comprehensive healthcare benefits and retirement plans.
• Paid leave and wellness programs.
• Fully remote work setup from home.
• Opportunities for ongoing professional development and advancement.
• Chance to impact education technology solutions innovatively.