Tutor Operations Manager

hace 3 semanas

Málaga, Málaga, España GoStudent GmbH A tiempo completo

As our Tutor Operations Manager, you will play a pivotal role in revolutionizing the tutor journey. Guiding and supporting our tutors every step of the way, you'll spearhead initiatives to enhance their satisfaction and loyalty. With your strategic projects and action plans, you'll drive tangible improvements in retention rates and NPS (Net Promoter Scores), making a direct impact on the success of our educational programs.

Join a team dedicated to innovation and excellence, where your ideas and contributions truly matter. You'll collaborate with a diverse group of talented individuals, fostering an environment of continuous learning and growth. At the forefront of education transformation, you'll have the opportunity to shape the future of learning while advancing your own career.

Location: Milan (Hybrid), Italy (Remote)

Your Role in Our Mission:

  • Evaluate video registrations to select qualified tutors, maintaining up-to-date onboarding materials to ensure clear understanding of roles and processes.
  • Provide high-quality written communication by responding to day-to-day inbound emails and conduct feedback, complaint, and termination calls to maintain effective communication and resolve conflicts with tutors.
  • Monitor and track responsibilities through SLAs (Service Level Agreements) to ensure accountability and adherence to established standards.
  • Actively participate in process optimization initiatives, executing projects aligned with departmental OKRs to improve the tutor journey and increase satisfaction.
  • Lead and execute projects related to tutor recruitment, referrals, communication, payments, and other topics to enhance tutor effectiveness and satisfaction.
  • Drive continuous improvement efforts by identifying areas for enhancement and implementing solutions to enhance the overall tutor experience.

What Will You Bring:

  • Relevant Experience: Ideally, bring at least 1+ years of experience in the Education Sector or / and Customer Service, with a preference for backgrounds in start-ups or dynamic environments.
  • Italian and English proficiency: You need to speak / write fluent Italian and English in order to carry out this job as you will be speaking with tutors based in Italy and international colleagues in the team.
  • Passionate Educator: A strong passion for education and a genuine desire to make a positive impact on the learning journey of students and tutors alike.
  • Effective Communicator: Excellent written and verbal communication skills, with the ability to engage and support tutors through various channels, including email, messaging apps, and CRM platforms.
  • Organisational Skills: Strong organisational abilities to manage recruitment processes, maintain onboarding materials, and oversee multiple projects simultaneously.
  • Problem Solver: Proven ability to resolve conflicts and address issues effectively, with a solution-oriented mindset and the capacity to handle feedback, complaints, and termination calls professionally.
  • Analytical Thinker: A data-driven approach to decision-making, with the ability to track and analyse performance metrics, SLAs, and KPIs to drive continuous improvement initiatives.

Our Way to Develop Your Full Potential:

  • Flexible & focused working: Benefit from our hybrid working model with 2-3 flexible days per week and a Meeting Free Friday for undisturbed productivity.
  • We grow together: Continue your career with clear development paths and our Spark Growth & Development program. Get access to 1000s of courses on LinkedIn Learning, our Spark Mentorship program and monthly learning sessions. Take advantage of 30 free learning sessions to experience GoStudent for yourself.
  • Work Smart, Play Hard: Our regular team and office events ensure a good atmosphere. We believe in team spirit, celebrating together and having lots of fun.
  • Strength through community: Get involved in one of our GoStudent Employee Resource Groups (ERGs) and stand up for issues that are close to your heart.
  • All-round support: We are there for you 24/7. Benefit from a comprehensive Employee Support Program - not only for you, but also for your loved ones.

Openness Statement:

We value your unique skills and passion. We don't hire based on age, gender, nationality or political opinion - we value your talent and motivation. Even if you're a unicorn - just like GoStudent: do you believe in having a positive impact? Then apply, even if you don't meet all the requirements. Diversity makes us more creative, more innovative and stronger. Want to find out more? Then visit our career page "who we are"

If you are ready to rethink education with us, develop yourself in an ambitious team and have a real impact - then apply now

Please upload your CV in PDF format, preferably in English as DOC format may not be supported.

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