Tutor Operations Manager

vor 4 Wochen

Wien, Österreich, Österreich GoStudent Vollzeit
Tutor Operations Manager (German speaker) (all genders)

Vienna, Vienna, Austria

The role in a Snapshot

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

Vienna (hybrid, 3 days in the office)

Your Role in Our Journey

* 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.

Your impact

* 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.
* German proficiency: You need to speak/write fluent German in order to carry out this job as you will be speaking with tutors based in Germany, Austria and Switzerland.
* 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.

Your way to unlock your full potential

* Disrupting Education: Join us for a unique opportunity to disrupt the traditional education landscape. It's not just a job; it's a chance to be part of something big and meaningful.
* Global Dream Team: Say hello to an international and diverse crew of thinkers, doers, and magic makers. Get ready to be inspired daily by your colleagues from around the world.
* Office Shenanigans: Our regular team and office events will keep your spirits high. We believe in bonding, celebrating, and having a blast together.
* Strength in Unity: Join one of our GoStudent Employee Resource Groups (ERGs) and be part of communities that champion causes you're passionate about.
* Growing is LIT: The sky's the limit in our EdTech playground. Access a wide array of online and in-person learning and development opportunities to build your career as high as your dreams can take you.
* Support Around the Clock: We've got your back 24/7. Enjoy a comprehensive Employee Support Programme that's not just for you but for your loved ones too.

Life at GoStudent:

Do you want to reimagine education together with us and join a mission to believe in?
GoStudent is one of the world's leading tutoring providers and education platforms. We're also a unicorn and have raised more than EUR675m investment to date. Together with our acquisitions Seneca Learning, Tus Media and Studienkreis, we currently support more than 11 million families each month to fulfil our vision to help each student reach their full potential.
We are passionate about disrupting the future of education and making a real impact. Join our journey and unlock your creativity and advance your career by mastering exciting challenges together with an international, driven team. We are here to support your goals and to discover how far we can reach by growing smarter and stronger together. If this sounds good to you, then join us now and unlock your full potential.

Openness Statement

At GoStudent, we are an open and welcoming bunch that values your unique skills, passion, and potential. We don't hire based on age, gender, nationality, or political views, but rather focus on your talent and motivation to contribute to the future of learning. Even if you are a unicorn - just as GoStudent is: if you believe that you can make a positive impact, we encourage you to throw your hat in the ring & to apply, regardless of whether you meet every requirement. Our team is diverse, and we believe that this diversity fosters creativity and innovation, making us a better company. Join us in reimagining the future of learning

Learn more about "Who we are"
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