Operations Specialist

Operations Specialist

• Job Category: ALL JOBS
• Requisition Number: OPERA005735
• Full-Time
• Remote – US

Job Details

Description

About The Princeton Review: The Princeton Review/Tutor.com is a leading tutoring, test prep, and college admission services company. Every year, it helps millions of college- and graduate school–bound students achieve their education and career goals through online and in-person courses delivered by a network of more than 4,000 teachers and tutors, online resources, and its more than 150 print and digital books published by Penguin Random House. The company’s Tutor.com brand is one of the largest online tutoring services in the U.S. It comprises a community of thousands of tutors who have delivered more than 22 million one-to-one tutoring sessions. The Princeton Review is headquartered in New York, NY.

Summary of Position:

The Operations Specialist manages the many moving pieces for a specific role within operations. Flexibility and a wide range of expertise are the hallmarks of a strong candidate. The position requires the ability to handle the daily responsibilities of meeting and exceeding student and teacher expectations, delivering on operational and financial metrics, and keeping track of the assigned objectives for the role. The hallmark of a great Princeton Review experience is a seamless, frustration-free, and compelling journey and the Operations Specialist is the vital team member to ensure those experiences for our students and teachers.

Major Responsibilities:

1. Manage staffing for AP and Academic programs; maximizing teacher availability and driving satisfaction in their jobs
2. Match tutoring students with skilled tutors based on test type, student preference, location, and other factors
3. Oversee in-person and live online course logistics to ensure efficient and cost-effective operations with a focus on outstanding student outcomes
4. Ensure effective teacher recruiting, hiring, and training to ensure appropriate resources exist to adequately staff our programs with high quality teachers and tutors
5. Deliver effective tutor communications by posting product updates, course and tutorial details, course curriculum updates, and retraining
6. Deliver effective student communications with timely, accurate, and compelling information using the brand’s voice
7. Support enrolled students and their parents across all TPR programs through outstanding phone, and email customer service aimed at ensuring a delightful and frustration-free experience
8. Regularly review bookings, enrollment, student satisfaction, tutor satisfaction, and staffing data to understand trends, identify gaps, and assist in developing strategies and tactics to respond to operational inefficiencies, market dynamics and competitor activity
9. Rigorously review student satisfaction, case management, test result, and usage data to drive continuous improvement and assist in decision making
10. Document all student, parent, and tutor contact to ensure continuity of customer service and provide data to improve all aspects of the customer experience
11. Respond to calls, requests and needs of students/parents/tutors in a timely and professional manner
12. Input and maintain course and tutorial details accurately in internal systems, track customer interactions using cases and workflows
13. Collaborate within the team and with the Operations Manager to meet and exceed the needs of our students and tutors
14. Undertake daily administrative tasks to ensure the functionality and coordination of department’s activities
15. Provide great advice, support, and follow-up to prospective students and their parents to ensure that they choose The Princeton Review for their test preparation, academic prep, and admissions needs
16. Communicate and apply strategy, initiatives, and programs directed by the Retail Operations Team leadership
17. Other duties as assigned

Education, Background, Experience & Qualifications:

1. Bachelor’s Degree
2. At least one year of professional experience in operations, customer/client services, or related roles. This experience can include part-time positions or internships
3. Enthusiastic, confident and optimistic demeanor with an ability to thrive in a fast-paced environment
4. An attention to detail, not letting anything fall through the cracks and a knack for anticipating problems and issues before they happen
5. Ability to manage your own time and work remotely from your manager, teammates, and clients
6. Strong written and oral communications skills
7. Ability to deliver strong customer service with empathy and compassion for students and parents
8. Experience working collaboratively to achieve objectives
9. An ethic of personal responsibility; a need to hold yourself accountable on behalf of a team
10. Modern tech fluency, including the ability to manage your responsibilities using various communication platforms, Microsoft Office tools, and proprietary platforms

Salary: $40,000– $65,000 per year, based on a 40 hour work week.

The Company also provides eligible employees with a variety of benefit programs, generally including health, dental, and vision insurance, flexible spending accounts, health savings accounts, 401k plan with company match, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work

Please note that the above-referenced position can be performed anywhere in the United States except in the following states: Arkansas, Hawaii, Idaho, Mississippi, North Dakota, Rhode Island, South Dakota and Wyoming.

The Princeton Review is an equal employment opportunity employer. The Princeton Review’s policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, marital status, disability, military status, genetic information, or any other basis protected by applicable law. The Princeton Review also prohibits harassment of applicants or employees based on any of these protected categories. It is also The Princeton Review’s policy to comply with all applicable laws respecting consideration of unemployment status in making hiring decisions.

The Princeton Review is a drug free workplace.