Support Operations Specialist

Operations Support Specialist

K12 Tutoring is an exciting new startup within Stride's portfolio of companies, focused on building and scaling an innovative educational marketplace that connects tutors and students. Our aim is to enable students to achieve their educational goals through receiving high-quality, personalized online tutoring from expert, certified teachers. Over time we plan to expand this marketplace further to serve a broader set of educational needs for a wider range of customers. K12 Tutoring is seeking an Operations Support Specialist within our Customer Success team. This position will be responsible for processing regular reporting for both customers and internal departments, rostering and bulk scheduling of tutoring sessions, and tutoring session changes/cancellations as needed. The position also provides assistance with and recommendations on workflow, policy, and procedures, and is responsible for strong upward daily communication of activities to management. This role reports to the Director, Customer Success, K12 Tutoring.

Essential Functions:

• Pulling and compiling tutoring session usage and attendance reports for district customers and for our accounting teams;
• Pulling and compiling individual tutoring session attendance data from our virtual classroom platform as required by certain district customers for compliance reasons;
• Bulk rostering of district users and maintenance of those rosters as our district customers submit updates;
• Managing tutor sub requests and session swaps per our standard processes;
• Bulk scheduling tutoring sessions on behalf of district customers and handling session cancellation and change requests as needed;
• Pulling and compiling tutoring session reports to facilitate payroll processing and to monitor tutor adherence to guidelines;
• Assisting in tasks to keep tutor candidates moving through the onboarding process, such as reviewing tutor applications and certifications to determine whether they meet requirements, addressing common questions and escalations, monitoring tutor completion of training, verifying that tutor account and profile creation has been completed according to guidelines;
• Investigating customer-reported issues as needed, working with cross-functional colleagues to determine the plan to address, and reporting back on issue resolution;
• Providing feedback and recommendations on workflow, policy, and procedures where there are opportunities for improvement;
• Responding to inquiries in an effective and professional manner;
• Other similar tasks as requested.

Supervisory Responsibilities:

This position has no formal supervisory responsibilities.

Minimum Required Qualifications:

• Associate’s degree AND
• Three (3) years of experience in an administrative or operations role OR
• Equivalent combination of education and experience

Other Required Qualifications:

• Highly ethical professional with strong organizational acumen
• Team player with strong communication skills - including the ability to read and write acceptable business English; Understands importance of responding to internal and external customer inquiries in a prompt and professional manner;
• Ability to be exacting, thorough and attentive to detail, while still meeting deadlines
• Understanding of the importance of being process oriented
• Ability to adhere to strict deadlines, willing and able to do what it takes to get the work done
• Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.