Family Success & Operations Associate
About The Position
The Family Success & Operations Associate will take on a true 360-degree role, owning the parent and student experience from their very first inquiry through to the successful completion of our small-group classes. Reporting to the Education Operations Manager, a successful Associate will be the face of our company, acting as a consultative advisor guiding prospective clients through the enrollment process. From there, the Associate will deliver both the on-site support and the client service logistics that sets our programs apart. The ideal candidate possesses a minimum of two years of experience blending administrative rigor with empathetic customer service. Candidates should possess high emotional intelligence, and be eager to learn about and master both the operational systems that run our business and the human interactions that grow it.
Requirements
- possesses at least a baccalaureate degree from an accredited college
- has 2+ years of experience in a highly consultative, customer-facing, or operational role
- has a confident, empathetic, and polished presence (in-person and on the phone)
- has excellent written communication and collaboration skills
- has a track record of independently identifying and solving problems, and live customer support
- brings inexhaustible drive, energy, enthusiasm, and mental agility.
Nice To Haves
- a background in premium hospitality
- hands-on experience with CRM platforms (like HubSpot or Salesforce) or modern ticketing systems
- industry knowledge of the public and private education sector in NYC
Responsibilities
- Frontline Customer Success: Act as a primary point of contact for families. Use a consultative, empathetic approach to answer inquiries, inspire confidence regarding high-stakes testing, and guide parents and students to success.
- Pipeline Management: Utilize our CRM (HubSpot) to track inbound inquiries, schedule consultations, and ensure no parent falls through the cracks.
- Program Logistics & Triage: Maintain the organizational systems that support weekday afternoon and weekend classes. Thrive in a fast-paced environment by seamlessly managing materials, roster updates, and staffing communications.
- On-Site Support: Engage with students and address immediate parent concerns on the fly during in-person classroom times to ensure the highest quality of programming.
- Process Improvement: Assist with data aggregation, reporting, and providing insight into day-to-day metrics to help leadership make key operational decisions.
Benefits
- Competitive Base: The salary for this position is commensurate with your 2+ years of experience (starting at $65,000).
- Bonus Eligible: You should share in the success you deliver, which is why this position is eligible for performance-based bonuses tied to operational success and program enrollments.
- Retirement: Save for the future by participating in our 401(k), which includes a 3% company contribution and a profit-sharing plan.
- Health & Wellness: Your health is priceless. We offer Fortune 500-level medical, dental, and vision benefits. Choose from Aetna, MetLife, and other leaders. We also provide FSA/HSA options and access to mental health counseling services.
- Paid Time Off: We know rest is important, and provide paid time off starting at two weeks annually (plus holidays), with growth up to four weeks over time, so you can travel, read, or recharge.
- Flexibility & Perks: Enjoy a seasonal hybrid work schedule and pre-tax commuter savings plans!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1-10 employees
