Family Success Manager

This is a fully remote position, open to applicants in Arizona, +29 more states.

📋 Description

• Oversee a portfolio of families by crafting and implementing engagement and retention strategies that align with each state's needs and family preferences.

• Manage the onboarding journey from enrollment to a successful start, which includes orientations, Q&A sessions, and one-on-one interactions with parents.

• Ensure families comprehend learning expectations, attendance policies, learning logs, funding processes, ordering systems, academic support options, and critical deadlines.

• Evaluate the needs of students and families to determine suitable interventions or connect them to tutoring services, live support, or the Learning Team.

• Maintain an expert-level understanding of the OpenEd platform, including curriculum/resources, funding mechanisms, ordering procedures, tutoring, Learning Team operations, assessments, learning logs, attendance, onboarding processes, and partner district requirements.

• Act as the state subject-matter authority on program requirements, enrollment deadlines, partner district regulations, attendance and assessment guidelines, funding fundamentals, grade placement policies, and state-specific challenges faced by parents.

• Conduct office hours and state-specific informational sessions.

• Monitor family engagement and proactively address issues related to learning logs, assessments, attendance, and disengagement.

• Guide returning families through the re-enrollment process by addressing questions and requirements for renewal.

• Manage escalated cases and resolve family issues or facilitate appropriate handoffs.

• Oversee comprehensive family relationships and coordinate communication with other departments.

• Lead community engagement efforts on Facebook for designated states and assess family sentiment.

• Identify systemic challenges and propose enhancements to processes, communications, or training initiatives.

• Attend team meetings and fulfill other assigned responsibilities.

• Comply with regulations, policies, procedures, and compliance obligations.

⛳️ Requirements

• Previous experience in family or customer support, or account management roles at scale.

• Background in K-12, homeschool, or virtual education is advantageous, though not mandatory.

• Familiarity with CRM or support platforms such as HubSpot, Salesforce, or Zendesk is a plus.

• Capability to manage a high volume of phone and email communications while meeting monitored answer-rate and callback service-level agreements (SLAs).

• Willingness to maintain flexible availability during regular business hours in the Mountain Time Zone.

• Proficiency with Google products including Gmail, Calendar, Docs, Forms, Sheets, etc.

• Access to a smartphone, high-speed internet, computer, webcam, and headset is required.

• Must be eligible to work in the U.S.

🏝️ Benefits

• Bonus opportunities available.

• Work remotely.

• Flexible availability during standard business hours in the Mountain Time Zone.

• Access required to a smartphone, high-speed internet, computer, webcam, and headset.