Site Operations Manager

Colibri Group•Cleveland, OH

About The Position

The Site Operations Manager is responsible for the overall performance, operations, and student experience at their assigned site(s). This role provides hands-on leadership to customer-facing team members, ensures operational excellence, and serves as the primary steward of the Hondros brand at the local level. The Manager, Site Operations is accountable for site results, team performance, facility operations, and student engagement across in-person, livestream, online, and satellite locations. This role reports to the Senior Operations Manager for the Hondros brand and requires occasional evening and weekend hours to support classes and students.

Requirements

High school diploma or GED required; some college preferred.
Minimum of 3â5 years of experience in customer-facing roles required; prior leadership or site management experience strongly preferred.
Proficiency in Microsoft Office (Outlook, Word, Excel).
Basic experience using CRM systems or similar software preferred.
Strong customer service skills with a professional, tactful, and approachable demeanor.
Proven ability to multitask, prioritize, and apply critical thinking in a fast-paced environment.
Strong communication and interpersonal skills with the ability to lead, coach, and influence others.
Willingness and ability to work occasional evenings and weekends as needed to support classes and students.
The ability to lift boxes up to 40 pounds.
Sitting or standing for extended periods of time.
The ability to set up, break down, and move tables and chairs for events.

Responsibilities

Own overall site performance and outcomes, including service quality, operational efficiency, and brand representation.
Lead, coach, and support Customer Service Representatives to ensure consistent execution of job responsibilities and adherence to standards.
Monitor individual and team performance, provide ongoing feedback, and address performance concerns in partnership with leadership.
Foster a positive, student-centered team culture focused on accountability, engagement, and continuous improvement.
Ensure an exceptional student experience across in-person, online, livestream, and satellite learning environments.
Serve as a visible brand ambassador, elevating brand awareness and professionalism at the site and in the community.
Coordinate and support site-based events for students, instructors, and external partners.
Conduct classroom orientations and serve as a point of contact for student questions, concerns, and escalations.
Manage day-to-day site operations, ensuring smooth execution of classes and student services.
Oversee facility needs including utilities, cleaning services, building maintenance, and coordination of repairs.
Act as the primary liaison with vendors and building management to resolve facility-related issues.
Ensure the site remains safe, clean, functional, and welcoming for students, staff, and visitors.
Track and report on site performance metrics and operational issues.
Partner with the Senior Operations Manager to align site execution with broader Hondros goals and initiatives.
Ensure compliance with company policies, procedures, and operational standards.