Academic Success Manager

About the role

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.

Responsibilities

• Manage the Academic Success team, monitoring performance, identifying areas for improvements, and working with team members to reach goals
• Ensure that the Academic Success team responds to all emails, phone calls, and consultation requests according to time goals and with high quality
• Handle customer escalations and coordinate resolution of urgent incidents
• Develop and maintain an advanced understanding of all AoPS programs
• Interact with multiple departments within the company when needed to resolve a customer request or improve experience, such as the Operations, Instruction, Curriculum, Warehouse, Finance teams
• Develop, implement, and evaluate proactive service experiments or initiatives geared towards increased customer satisfaction and re-enrollment
• Manage the creation, maintenance, and organization of customer response templates and playbooks
• Proactively identify opportunities for operational improvement and partner with Customer Service Operations to develop new and update existing success processes and procedures
• Partner 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 articles
• Train team members on tools and processes and continually coach on customer strategies/tactics
• Track and analyze qualitative and quantitative data from customer interactions and provide insights to leadership
• Acknowledge, resolve, and document customer complaints and feedback
• Support team, as needed, with providing consultation services to prospective customers (parents) and help them choose the best product and/or course
• Support team, as needed, with responding promptly to customer inquiries, ensuring customer satisfaction, through multiple channels including email and phone
• Schedule the success team to align with company needs

Requirements

• Demonstrated success as an Academic Success Specialist at AoPS or 3+ years experience in the education industry
• Comfort with and skill handling live customer calls, including sensitive escalations
• Strong written and verbal communication skills; ability to establish rapport with parents and empathize with their concerns
• Strong understanding of K-12 curriculum and student needs
• Excellent communication, presentation, and interpersonal skills
• Customer service and/or sales experience
• Detail-oriented with strong organizational and time management skills
• Passion for education and commitment to student success
• Fast adapter to new technologies
• Management experience

Qualifications

• Passion for education and commitment to student success
• Ability to handle live customer calls, including sensitive escalations
• Strong written and verbal communication skills; ability to establish rapport with parents and empathize with their concerns
• Understanding of K-12 curriculum and student needs
• Excellent communication, presentation, and interpersonal skills
• Customer service and/or sales experience
• Detail-oriented with strong organizational and time management skills
• Fast adapter to new technologies
• Management experience

Skills

• Customer service and/or sales experience
• Detail-oriented with strong organizational and time management skills
• Fast adapter to new technologies
• Management experience

Benefits

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 stronger
• Flexibility: Casual work environment with a hybrid work week
• Benefits: Multiple options for Medical, Dental and Vision plans
• Future Planning: 401(k) with company match
• Quality of Life: PTO Plan and supportive leadership that gives you the work-life balance you deserve
• Ease of Transition: Relocation bonus (if currently located outside of San Diego)

Pay

The hiring range for this position is $100k - $115k.

Schedule

This is a hybrid full-time position based at our headquarters in San Diego, CA.