School Operations Sr Manager

Stride, Inc.•US - UT - Remote, UT

1d•$74,645 - $91,000•Remote

About The Position

The Senior Manager, School Staff Support Desk is responsible for leading a high-performing customer support organization that delivers exceptional technology, products, and operational support to virtual school staff across the country. This leader will manage a team of customer support agents, drive service excellence, and serve as a critical liaison between School Operations, Information Technology (IT), Product, and other cross-functional teams. The Senior Manager will ensure that school staff receive timely, effective, and customer-focused support while continuously improving service processes, communication, and issue resolution. This role requires a strong balance of people leadership, operational excellence, stakeholder management, and strategic problem-solving to enhance the overall experience of educators and school staff.

Requirements

Seven (7) years of experience in customer support, service desk, IT support, operations or related leadership role;
Strong analytical, problem-solving, and decision-making skills;
Excellent communication, presentation and stakeholder management abilities
Microsoft Office (Outlook, Word, Excel, PowerPoint, Copilot)
Ability to travel 15% of the time
Ability to clear required background check

Nice To Haves

Bachelor’s degree
Management/leadership experience
Project management experience
Information technology experience
Experience supporting Stride Powered Schools

Responsibilities

Collaborate with IT and Product leaders to prioritize issues, communicate impacts and advocate for school needs;
Lead, coach and develop a team responsible for supporting school staff with product and/or technology issues;
Lead initiatives focused on service innovation, operational effectiveness and stakeholder satisfaction;
Utilize support tools, dashboards, and reports to monitor service performance and identify trends;
Provide executive leadership with issue trend reports to include root cause analysis
Directly supervises 3-6 contractors. Carries out supervisory 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.