User Operations Specialist

Think Academy•San Jose, CA

10d•Onsite

About The Position

Think Academy is seeking a User Conversion & Operations Specialist to drive business growth by understanding the needs of U.S. K–12 families and focusing on parent engagement, course conversion, and user operations. Initially, this role will concentrate on frontline parent communication and course conversion, working directly with parents to understand their needs and decision-making processes, and taking ownership of conversion results. As the role develops, it will expand to include broader user operations initiatives such as cross-subject enrollment, referral programs, parent communities, and user engagement activities. The ideal candidate is proactive, understands users, takes ownership of goals, and seeks effective ways to achieve results.

Requirements

Bachelor’s degree or above.
Native or near-native Chinese communication skills and professional working proficiency in English.
Strong user communication skills, with the willingness to proactively reach out, follow up consistently, and move users toward the next step.
Strong goal orientation and results ownership, with the ability to take responsibility for clear conversion and operational targets.
Strong learning ability and execution skills; able to proactively identify solutions and move projects forward in ambiguous situations.
Basic data literacy and the ability to use data and user feedback to evaluate and improve performance.
Ability to work on-site in Silicon Valley on a long-term basis.

Nice To Haves

Experience in education, user operations, community operations, admissions, enrollment, or conversion-focused roles.
Familiarity with U.S. K–12 education or the educational needs of Chinese families in the U.S.
Experience managing parent communities, user engagement programs, or in-person events.
Ability to demonstrate past business impact with specific examples and measurable results.

Responsibilities

Communicate directly with parents to understand students’ learning needs, current performance, and key factors influencing family decisions.
Recommend appropriate courses based on user needs and drive trial class bookings and course enrollment.
Consistently follow up with prospective families and address common concerns related to learning outcomes, course difficulty, scheduling, pricing, and other considerations.
Take ownership of key conversion outcomes, including trial class bookings, attendance, and long-term course enrollment.
Identify recurring user needs, objections, and reasons for drop-off, and continuously improve communication strategies and conversion SOPs.
Develop a deep understanding of existing families and identify cross-subject enrollment opportunities across Math, ELA, and other programs.
Participate in referral initiatives by designing user outreach, incentives, and conversion pathways.
Segment users by grade level, subject, and learning stage and develop targeted engagement strategies.
Identify growth opportunities through user feedback and data, and turn insights into actionable initiatives.
Support the day-to-day operation of parent communities and maintain ongoing communication with families to increase engagement.
Track data related to user communication, conversion, cross-subject enrollment, referrals, and engagement programs.
Plan and execute programs such as learning challenges, educational resource campaigns, trial classes, assessments, and parent workshops.
Develop parent-facing content and activities around topics relevant to U.S. K–12 families, including learning pathways and school or admissions-related policies.
Design user journeys that move families from initial participation toward further engagement and course conversion, with timely follow-up for high-potential users.
Track key metrics such as registration, participation, and conversion, and continuously optimize programs based on results.