Academic Success Manager

The Academic Success Manager oversees product consultation and course advising for all AoPS programs. The role is responsible for managing a team of Academic Success Specialists and providing personalized guidance to parents on our course offerings and curriculum. The team will ensure that parents' questions and concerns are addressed and they are assisted in identifying the best learning options for their children based on individual needs and interests. The Academic Success Manager Will Manage the Academic Success team, monitoring performance, identifying areas for improvements, and working with team members to reach goalsEnsure that the Academic Success team responds to all emails, phone calls, and consultation requests according to time goals and with high qualityHandle customer escalations and coordinate resolution of urgent incidentsDevelop and maintain an advanced understanding of all AoPS programsInteract with multiple departments within the company when needed to resolve a customer request or improve experience, such as the Operations, Instruction, Curriculum, Warehouse, Finance teamsDevelop, implement, and evaluate proactive service experiments or initiatives geared towards increased customer satisfaction and re-enrollmentManage the creation, maintenance, and organization of customer response templates and playbooksProactively identify opportunities for operational improvement and partner with Customer Service Operations to develop new and update existing success processes and proceduresPartner with Knowledge Management Specialist to develop, maintain, and improve documentation on academic success team workflows and reference material, as well as public-facing knowledge base articlesTrain team members on tools and processes and continually coach on customer strategies/tacticsTrack and analyze qualitative and quantitative data from customer interactions and provide insights to leadershipAcknowledge, resolve, and document customer complaints and feedbackSupport team, as needed, with providing consultation services to prospective customers (parents) and help them choose the best product and/or courseSupport team, as needed, with responding promptly to customer inquiries, ensuring customer satisfaction, through multiple channels including email and phoneEnsure the success team schedules align with company needs The Ideal Candidate Has Demonstrated success as an Academic Success Specialist at AoPS or 3+ years experience in the education industryComfort with and skill handling live customer calls, including sensitive escalationsStrong written and verbal communication skills; ability to establish rapport with parents and empathize with their concernsStrong understanding of K-12 curriculum and student needsExcellent communication, presentation, and interpersonal skillsCustomer service and/or sales experienceDetail-oriented with strong organizational and time management skillsPassion for education and commitment to student successFast adapter to new technologiesManagement experience Why Join AoPS This is a hybrid full-time position based at our headquarters in San Diego, CA. The hiring range for this position is 100k-115k. Here are some things you can look forward to: Impact: You'll shape the day-to-day experience of families navigating some of the most important academic decisions for their children, leading a team that turns questions and concerns into confident enrollment choices while helping build the systems that make the entire Academic Success function strongerFlexibility: Casual work environment with a hybrid work weekBenefits: Multiple options for Medical, Dental and Vision plans Future Planning: 401(k) with company matchQuality of Life: PTO Plan and supportive leadership that gives you the work-life balance you deserveEase of Transition: Relocation bonus (if currently located outside of San Diego) Background Check Please note that employment is contingent on the successful completion of a background check. Work Authorization Please note that in order to be considered for this position you must be legally authorized to work in the US. We are unable to offer sponsorship, including STEM-OPT and H-1B. About AoPS Art of Problem Solving (AoPS) is on a mission to discover, inspire, and train the great problem solvers of the next generation. Since 2003, we have trained hundreds of thousands of the country’s top students, including nearly all the members of the US International Math Olympiad team, through our online school, in-person academies, textbooks, and online learning systems. While our primary focus has been math for most of our history, through the years we have expanded our unique problem solving curriculum into more subjects, such as language arts, science, and computer science.