School Operations Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main escalation contact for intricate operational and account-related challenges that necessitate advanced analysis and resolution.

• Effectively manage and prioritize high-volume service queues while ensuring compliance with service level agreements and operational performance metrics.

• Execute and oversee complex student account management tasks, including course loading, enrollment adjustments, account maintenance, refunds, and payment processing.

• Analyze operational trends, pinpoint the root causes of recurring issues, and propose corrective actions and process enhancements.

• Lead and engage in cross-departmental projects involving Enrollment, Academics, Finance, Customer Support, Product, and Technology teams.

• Create, document, and sustain standard operating procedures, workflows, and training materials.

• Provide informal coaching, training, and operational support to team members and new hires.

• Monitor quality standards and perform audits to guarantee the accuracy of transactions, data integrity, and adherence to established policies and procedures.

• Assess existing operational processes and suggest improvements that enhance efficiency, customer satisfaction, and business results.

• Assist in the implementation of new systems, tools, operational initiatives, and business process modifications.

• Investigate, analyze, and resolve issues impacting students, families, schools, and business partners, requiring collaboration across multiple departments.

• Generate and analyze operational reports and metrics to identify performance opportunities and aid decision-making.

• Serve as a subject matter expert for Salesforce CRM, enrollment systems, order management systems, and related operational tools.

• Lead special projects and strategic initiatives with clearly defined business objectives and deadlines.

• Perform additional duties as assigned.

⛳️ Requirements

• High School Diploma or GED is required.

• 4+ years of relevant operational, enrollment, customer support, or administrative experience; or 3+ years of progressively responsible experience within K12 supporting school operations, enrollment services, or related areas.

• Exceptional attention to detail with a focus on quality while operating in a high-volume environment.

• Proven ability to work independently in an effective and efficient manner.

• Outstanding customer service skills and prior experience in customer support.

• Excellent time management and organizational abilities.

• Strong written and verbal communication skills.

• Ability to respond constructively to feedback, mentoring, and coaching.

• Capability to effectively manage competing priorities in a deadline-driven environment and demonstrate resilience.

• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.) and web navigation.

• Flexible schedule with the ability to work additional hours as necessary.

• Willingness to travel 5% of the time (minimal, if any).

• Ability to pass the required background check.

• Demonstrated expertise in private school operational processes and systems.

• Proven capacity to independently manage complex operational assignments and resolve non-routine issues.

• Strong analytical and problem-solving skills with the capability to identify trends and recommend solutions.

• Experience in leading projects, coordinating stakeholders, and driving process enhancements.

• Ability to exercise sound judgment in situations requiring interpretation of policies, procedures, and business requirements.

• Advanced organizational and prioritization skills with the capability to manage multiple competing priorities.

• Strong customer service orientation and commitment to operational excellence.

• Ability to collaborate effectively across departments and influence outcomes without direct authority.

• Advanced proficiency in Microsoft Office applications, particularly Excel for reporting and analysis.

• Ability to adapt to changing priorities and business needs in a dynamic environment.

• Willingness to travel up to 10%.

• Ability to pass required background checks.

• Bachelor's degree in Business, Education, Operations, Communications, or a related field is preferred.

• Experience with Salesforce CRM, PowerSchool, Canvas Order Management Systems, Five9, or similar platforms is preferred.

• Experience in creating operational reports, dashboards, or performance metrics is preferred.

• Experience in facilitating training and mentoring team members is preferred.

• Demonstrated success in leading continuous improvement or process optimization initiatives is preferred.

• Experience supporting large-scale enrollment, education, or customer operations environments is preferred.

🏝️ Benefits

• Eligible employees may qualify for a bonus.

• Comprehensive health benefits.

• Retirement contributions.

• Paid time off.

• Flexible schedule with the ability to work additional hours as required.

• Remote work options available.