Crimson Rise Team Lead

Crimson Education · California, United States · 4 wk ago

RemoteRemoteInformation Technology$40/hrFull-time

The Rise Strategy Team

The Rise Strategy Team spans 4 continents, bringing together educators, innovators, artists, athletes, researchers, and advocates who believe every student deserves a personalized education experience regardless of where they’re coming from. Hailing from top universities worldwide, our Strategists bring their personal experiences to the table as they invest in the team’s overall expertise and support parents and students in navigating today’s increasingly complex education landscape.

Role

As a Crimson Rise Team Lead, you will report to the Crimson Rise Head of Service and work closely with the Crimson Rise Head of Operations to ensure an outstanding Crimson Rise client experience, successful delivery of Crimson services, and the achievement of student goals. Your primary responsibility will be to role-model for and directly manage Rise Strategists, who work with young students (grades 1-8, ages 6-14) and their parents to develop and execute immediate academic, extracurricular, and personal developmental goals aligned with desired academic or professional pathways. You will personally deliver service to a base of your own students, often VIP clients, and will continue leading the Strategy team to optimize our program’s services. You will also lead hiring, onboarding, and ongoing training for the Rise Strategy team.

What Your Work Entails

Monitoring team performance and ensuring predictably excellent service quality
Recruiting, interviewing, onboarding, and training new staff members
Monitoring student outcomes and performance for all students in your team
Providing support and feedback to help direct reports complete their outlined responsibilities to meet and exceed established KPIs
Running 1:1s and performance reviews
Ensuring professional growth & high-quality student service from your team
Providing ongoing coaching both for strategy work specifically and career growth at Crimson
Maintaining and sharing expert, application-specific knowledge and cultural understanding
Continuing to deliver outstanding service for your own students (at a reduced capacity)
Escalation Management
Acting as your student pool’s first point of contact for client complaints, questions, and issues and while direct reports are on leave
Working with the Head of Operations on student allocations, reallocations, and client escalations
Proactively collaborating with other service teams to resolve any complaints or roadblocks that are relevant to your direct reports
Leading Department Initiatives
Ideating and leading product improvement initiatives—including student community initiatives, resource creation, and/or any projects that impact Strategy—coaching service team members on effective execution and signing off on finished products, in alignment with the Head of Service
Approving and overseeing project-based work completed by your direct reports

What Success Looks Like

Service quality is VIP-level across your student pool: personalized, cohesive, and consistent across both Strategy and Tutoring/Mentoring
Escalations are handled in a timely, sensitive manner; cancellation and refund rates remain low
All KPIs are met for both personal case load and your team at large
Strategists in your team are up to date on recent admissions trends, product changes, and rollouts and are confident relaying this information to their current student and parent base
Strategists in your team have an active development plan and are consistently progressing towards development goals, with regular performance feedback; retention is high
Referrals and renewals grow organically, reflecting sustained service confidence

Skills and Experience