Position SummaryThe Family Success & Operations Manager will be responsible for leading, growing, and managing the successful operation of group-class educational programs. Reporting to the executive team, the Manager takes 360-degree ownership of the parent and student experience from start to finish. A successful Manager will lead, grow, and manage a team to help parents enroll in the right program for their student, successfully navigate a rigorous academic program, and resolve inquiries and manage expectations along the way.
The ideal candidate is an experienced manager of people and process, and is energetic and charismatic in-person, on the phone, and over Zoom. We're looking to develop the next generation of business leadership here at The Tutorverse!
Compensation & BenefitsWe believe in rewarding impact and creating real growth opportunities for high performers.
- Base Salary: $90,000-$110,000 annually, depending on experience and qualifications.
- Bonus Eligible: Share in the success the team delivers; this position is eligible for performance-based bonuses tied directly to both team operational efficiency KPIs and overall program revenue/enrollments.
- Retirement: Save for the future by participating in our 401(k), which includes a 3% company contribution and a profit-sharing plan.
- Benefits: comprehensive Fortune 500-level medical, dental, and vision coverage (with options for dependents and domestic partners); HSA, FSA, and other pre-tax savings opportunities;
- Paid Time Off (PTO): starting at two weeks annually plus holidays
- Flexibility & Perks: Enjoy a seasonal hybrid work schedule and pre-tax commuter savings plans! (During much of the year, the entire team operates in-person in Manhattan to support our class services.)
Responsibilities- Team Leadership & Development: Directly manage, coach, and evaluate a team. Ensure staffing gaps are filled, coverage maps are maintained, and the team is operating at peak performance.
- Pipeline & Systems Architecture: Act as the primary owner of our CRM (HubSpot). Design, implement, and optimize automated workflows, communication sequences, and reporting dashboards to ensure no parent inquiry falls through the cracks.
- Senior Client Success & Escalation: Serve as the ultimate point of escalation for complex parent concerns. Step in to conduct high-ticket, consultative enrollment conversations when necessary, guiding families with confidence and deep industry knowledge.
- Operational Oversight: Coordinate people and processes to ensure the seamless, day-to-day operation of our weekday afternoon and weekend class logistics.
- Strategic Reporting: Analyze pipeline data, enrollment conversion rates, and operational metrics to provide the executive team with actionable insights for business growth.
Minimum QualificationsInterested? Awesome! We're looking for someone who:
- possesses at least a baccalaureate degree from an accredited college;
- has 3+ years of experience managing and organizing staff, processes, and KPIs;
- has experience in a highly consultative, customer-facing role (e.g., admissions, premium account management, or high-touch customer success);
- possesses a confident, empathetic, and polished executive presence (in-person and on the phone) capable of inspiring both staff and parents;
- has a proven track record of systems-thinking, independently identifying operational bottlenecks and engineering permanent solutions;
- brings inexhaustible drive, energy, enthusiasm, and mental agility.
Preferred QualificationsExtra credit for someone who has:
- hands-on experience architecting pipelines, dashboards, or automations in a CRM (such as HubSpot or Salesforce);
- a background in premium hospitality, crisis management, or educational administration;
- industry knowledge of the public and private education sector in NYC;
- a degree in business administration.
