The Academic Success Manager oversees product consultation and course advising for all AoPS programs. The role is responsible for managing a team of Academic Success Specialists and providing personalized guidance to parents on our course offerings and curriculum. The team will ensure that parents' questions and concerns are addressed and they are assisted in identifying the best learning options for their children based on individual needs and interests.
The Academic Success Manager will:- Manage the Academic Success team, monitoring performance, identifying areas for improvements, and working with team members to reach goals
- Ensure that the Academic Success team responds to all emails, phone calls, and consultation requests according to time goals and with high quality
- Handle customer escalations and coordinate resolution of urgent incidents
- Develop and maintain an advanced understanding of all AoPS programs
- Interact with multiple departments within the company when needed to resolve a customer request or improve experience, such as the Operations, Instruction, Curriculum, Warehouse, Finance teams
- Develop, implement, and evaluate proactive service experiments or initiatives geared towards increased customer satisfaction and re-enrollment
- Manage the creation, maintenance, and organization of customer response templates and playbooks
- Proactively identify opportunities for operational improvement and partner with Customer Service Operations to develop new and update existing success processes and procedures
- Partner with Knowledge Management Specialist to develop, maintain, and improve documentation on academic success team workflows and reference material, as well as public-facing knowledge base articles
- Train team members on tools and processes and continually coach on customer strategies/tactics
- Track and analyze qualitative and quantitative data from customer interactions and provide insights to leadership
- Acknowledge, resolve, and document customer complaints and feedback
- Support team, as needed, with providing consultation services to prospective customers (parents) and help them choose the best product and/or course
- Support team, as needed, with responding promptly to customer inquiries, ensuring customer satisfaction, through multiple channels including email and phone
- Ensure the success team schedules align with company needs
The ideal candidate has:- Demonstrated success as an Academic Success Specialist at AoPS or 3+ years experience in the education industry
- Comfort with and skill handling live customer calls, including sensitive escalations
- Strong written and verbal communication skills; ability to establish rapport with parents and empathize with their concerns
- Strong understanding of K-12 curriculum and student needs
- Excellent communication, presentation, and interpersonal skills
- Customer service and/or sales experience
- Detail-oriented with strong organizational and time management skills
- Passion for education and commitment to student success
- Fast adapter to new technologies
- Management experience
Why Join AoPS:This is a hybrid full-time position based at our headquarters in San Diego, CA. The hiring range for this position is 100k-115k. Here are some things you can look forward to:
- Impact: You'll shape the day-to-day experience of families navigating some of the most important academic decisions for their children, leading a team that turns questions and concerns into confident enrollment choices while helping build the systems that make the entire Academic Success function stronger
- Flexibility: Casual work environment with a hybrid work week
- Benefits: Multiple options for Medical, Dental and Vision plans
- Future Planning: 401(k) with company match
- Quality of Life: PTO Plan and supportive leadership that gives you the work-life balance you deserve
- Ease of Transition: Relocation bonus (if currently located outside of San Diego)
Background Check: Please note that employment is contingent on the successful completion of a background check.
Work Authorization:Please note that in order to be considered for this position you must be legally authorized to work in the US. We are unable to offer sponsorship, including STEM-OPT and H-1B.
