Academic Success Manager

Art of Problem Solving•San Diego, CA

4d•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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