Job Description

The Manager of Service and Support Operations works to monitor and maintain service level agreements, quality of service, performance of service and support teams and translates customer feedback into actionable improvements to drive satisfaction across all support channels within a call center environment. The Manager of Service and Support Operations should be prepared to lead and motivate a team of supervisors and/or subject matter experts within the Stride Service and Support organization to drive performance and ensure that all customers, both internal and external, receive exceptional service and support for all inquiries. Reporting to the Director, Customer Service and Technical Support, this role participates in technical and non-technical projects necessary to improve enrollment / customer care & experience processes, enrollment & customer care & technical support system improvements, and overall technology changes needed to better the experience while improving the long-term customer experience.

Certificates and Licenses: None required.

Residency requirements: Must be a resident of any of the 50 US States or Washington, DC.

SUMMARY: The Manager of Service and Support Operations works to monitor and maintain service level agreements, quality of service, performance of service and support teams and translates customer feedback into actionable improvements to drive satisfaction across all support channels within a call center environment. The Manager of Service and Support Operations should be prepared to lead and motivate a team of supervisors and/or subject matter experts within the Stride Service and Support organization to drive performance and ensure that all customers, both internal and external, receive exceptional service and support for all inquiries. Reporting to the Director, Customer Service and Technical Support, this role participates in technical and non-technical projects necessary to improve enrollment / customer care & experience processes, enrollment & customer care & technical support system improvements, and overall technology changes needed to better the experience while improving the long-term customer experience.

ESSENTIAL FUNCTIONS:   Reasonable accommodation may be made to enable individuals with disabilities to perform their essential duties.

Understands, analyzes and writes data, processes and requirements in order to address performance gaps. Assists the call center in implementing enhanced processes, procedures and training based on deep back-end system knowledge.

Reports pertinent metrics to the appropriate partnering teams to advise on customer trends in requests for support, disruptions in service of platforms or applications

Oversee the overall performance of designated service and support teams

Acts as the point of contact for escalations and takes ownership of ensuring issues are seen through to resolution

Determines areas of opportunity for improvements to the experience of engagement with service and support teams

Collaborates with internal and external teams to understand enhancements to systems, platforms or applications that impact the customer experience to support the needs of all end-users

Lead and motivate service and support teams to meet and/or exceed key performance metrics and service level agreements

Champions and coaches on the engagement with service and support teams to ensure all are trained to follow established processes; and to address situations where processes and procedures are not being followed or need adjustment.

Works closely with multiple support and operations organizations to collaborate, make recommendations, and implement strategies / projects to improve all customer’s experience.

Supervisory Responsibilities: Directly supervises 8 or more Full-time Equivalent (FTE) regular employees and/or contractors.  Carries out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

MINIMUM REQUIRED QUALIFICATIONS:   

Three (3) to Five (5) years of call center experience OR

Equivalent work experience

SYSTEM REQUIREMENTS:

Our work from home members are required to have and maintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible.  

Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider. 

Ethernet connection is preferred.  

OTHER REQUIRED QUALIFICATIONS: 

Knowledge of current Customer Support and Online School Systems (internal / external)

Call Center experience with a focus in consultative sales and / or support operations in a seasonal industry or equivalent combination of education and experience

Experience with creating and implementing call center and business process maps designed at improving conversions through short-term solutions that are project based with goals of long-term systematic improvements for future scaling

Experience using SIS Platforms and creating new strategies / processes to improve all customers experience from onboarding and beyond

Effective verbal and written communications skills

Proven ability to hire, train, develop, coach, and motivate a project-based team

Strong positive attitude and work ethic

Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage. 

Ability to maintain a professional home office without distraction during our hours of operation

Attend virtual training via web cam

Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet)

Proficiency in Microsoft Office Outlook, Word, Excel; Web proficiency.

Ability to work weekends & travel (10%)

Ability to clear required background check

DESIRED QUALIFICATIONS:  

Management experience

Bachelor’s degree

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a remote, work-from-home position.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

Job Type

Regular

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)