School Operations Sr Manager

Summary

The Senior Manager, School Staff Support Desk is responsible for leading a high-performing customer support organization that delivers exceptional technology, products, and operational support to virtual school staff across the country. This leader will manage a team of customer support agents, drive service excellence, and serve as a critical liaison between School Operations, Information Technology (IT), Product, and other cross-functional teams. The Senior Manager will ensure that school staff receive timely, effective, and customer-focused support while continuously improving service processes, communication, and issue resolution. This role requires a strong balance of people leadership, operational excellence, stakeholder management, and strategic problem-solving to enhance the overall experience of educators and school staff.

Essential Functions

• Collaborate with IT and Product leaders to prioritize issues, communicate impacts and advocate for school needs
• Lead, coach and develop a team responsible for supporting school staff with product and/or technology issues
• Lead initiatives focused on service innovation, operational effectiveness and stakeholder satisfaction
• Utilize support tools, dashboards, and reports to monitor service performance and identify trends
• Provide executive leadership with issue trend reports to include root cause analysis

Supervisory Responsibilities

Directly supervises 3-6 contractors. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Minimum Required Qualifications

• Seven (7) years of experience in customer support, service desk, IT support, operations or related leadership role
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication, presentation and stakeholder management abilities
• Microsoft Office (Outlook, Word, Excel, PowerPoint, Copilot)
• Ability to travel 15% of the time
• Ability to clear required background check

Desired Qualifications

• Bachelor's degree
• Management/leadership experience
• Project management experience
• Information technology experience
• Experience supporting Stride Powered Schools

Work Environment

This is a home-based position.

Pay

We anticipate the salary range to be $74,645 to $91,000.00. Offers will typically be in the bottom half of the range. Eligible employees may receive a bonus.

Benefits

Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.