Senior Student Success Operations Manager

Description MORE THAN A JOB. A CAREER THAT CHANGES LIVES 160 Driving Academy is the largest CDL training school in the country — 14 years strong, 90+ locations across 32 states, and roughly 20,000 students earning their commercial driver's license with us every year. We graduate at an 88% first-time pass rate because we take the work personally. Behind every one of those graduates is a working adult who chose to bet on themselves — a parent looking for stable income, a veteran starting a second career, a worker pivoting out of an industry that was no longer hiring. They picked up the phone, called us, and someone on the other end of the line treated their question like it mattered. Our Student Success Team walks with those students from paid tuition to a CDL in hand and a job offer. Behind that team is an operation — coverage schedules, phone systems, reporting, onboarding, and cross-functional coordination — that has to run flawlessly every single day. The Senior Student Success Manager runs it. This is a hands-on operational leadership role for someone who takes pride in the machine working — the person who makes sure every advisor is covered, every system is ready, and every report is right.

About the role

• Runs the day-to-day administration and execution of the Student Success team
• Coordinates Student Success Advisor coverage across all locations, including staffing assignments, PTO coverage, and schedule adjustments
• Ensures daily operational tasks are completed on time and meet departmental expectations; escalates staffing needs to the Director of Student Success
• Covers onboarding for every new Student Success Advisor (SSA), ensuring equipment, system access, Salesforce, and RingCentral accounts are ready before day one; partners with the National Student Success Trainer for a seamless handoff into training
• Coverage scheduling and hiring logistics; partners with People/HR on onboarding paperwork and system setup
• Maintains department staffing rosters, organizational charts, documentation, SOPs, and operational procedures
• Conducts operational audits, ensures compliance with company policies, and recommends process improvements
• Administers the RingCentral phone system, including user accounts, phone numbers and extensions, voicemail, SSA call queues, and call routing to align with staffing changes
• Serves as the primary liaison between Student Success and IT for Salesforce requests, automations, and system enhancements
• Cross-functional projects with Admissions, Placement, Compliance, Finance, Operations, and Marketing; monitors timelines and follows up on outstanding action items
• Prepares daily, weekly, and monthly operational reports; tracks departmental KPIs and dashboards
• Analyzes operational trends, identifies opportunities for improvement, and supports leadership with executive reporting requests
• Covers department communication channels, shared inboxes, meetings, agendas, and follow-up activities

Responsibilities

• Department Operations & Coverage
• Coordinate daily Student Success Advisor coverage across all locations, including staffing assignments, PTO coverage, and schedule adjustments
• Ensure daily operational tasks are completed on time and meet departmental expectations; escalate staffing needs to the Director of Student Success
• Coverage scheduling and hiring logistics; partner with People/HR on onboarding paperwork and system setup
• Maintain department staffing rosters, organizational charts, documentation, SOPs, and operational procedures
• Conduct operational audits, ensure compliance with company policies, and recommend process improvements
• Systems, Projects, & Reporting
• Administer the RingCentral phone system, including user accounts, phone numbers and extensions, voicemail, SSA call queues, and call routing to align with staffing changes
• Serve as the primary liaison between Student Success and IT for Salesforce requests, automations, and system enhancements
• Cross-functional projects with Admissions, Placement, Compliance, Finance, Operations, and Marketing; monitor timelines and follow up on outstanding action items
• Prepare daily, weekly, and monthly operational reports; track departmental KPIs and dashboards
• Analyze operational trends, identify opportunities for improvement, and support leadership with executive reporting requests
• Coverage department communication channels, shared inboxes, meetings, agendas, and follow-up activities

Requirements

• Minimum two (2) years of operations, project management, or leadership experience
• Strong organizational and time management skills with high attention to detail and follow-through
• Excellent written and verbal communication
• Advanced Microsoft Office and Google Workspace proficiency
• Ability to prioritize multiple projects in a fast-paced environment
• Strong analytical and problem-solving abilities
• Preferred Bachelor's degree, or equivalent professional experience
• Experience with Salesforce or other CRM platforms
• Experience with RingCentral or similar phone systems
• Experience building and maintaining SOPs, dashboards, and operational reporting
• Experience coordinating onboarding, staffing logistics, or cross-functional projects

Why 160 Driving Academy?

• We train the people America runs on. Truck drivers move the food, the medicine, the building materials, and the everyday goods that keep this country working.
• Helping a student finish the program and land a job is helping them step into a stable, well-paying, in-demand career — often the first one they've had.
• The Senior Student Success Manager is the person who makes sure the operation behind that promise never misses a day.
• If you want to do work that matters, run an operation you can be proud of, and be part of a company that is actively investing in its people — we want to talk.