Inspira Education
Edtech
SeniorManager,StudentSuccess
“Senior Manager, Student Success at Inspira Education. Skills: Student success, Operations management, Process improvement. Lead customer escalation function. Develop SOPs and escalation protocols”
What You'll Achieve.
Improve quality; Reduce refund rates; Improve NPS; Improve CSAT; Improve retention; Improve counselor performance; Improve student experience; Improve business efficiency; Streamline workflows; Maintain data integrity; Provide visibility into utilization; Provide visibility into trends; Provide visibility into success; Ensure seamless launches; Scale with new launches; Identify upsell opportunities; Optimize upsell performance; Elevate overall quality; Strengthen the team
Industry & Context.
Creative problem-solving
5 days a week attendance
What They're Looking For.
Must Have
5-8+ years experience leading teams, Managed small team of 2-3 employees, Handle customer escalations, Collaborate with internal stakeholders
Nice to Have
Background in managing or recruiting service providers, Hands-on experience in startup or high-growth marketplace
What You'll Do.
Lead customer escalation function
Develop SOPs and escalation protocols
Build processes to track NPS
Turn escalations into feedback loops
Architect and implement new processes
Leverage CRM and automation tools
Build reporting systems
Lead operational planning for new launches
Ensure backend systems are ready
Ensure counselor training is ready
Ensure customer support is ready
Partner to design upsell/cross-sell strategies
Train teams to identify upsell opportunities
Track and optimize upsell performance
Build student feedback loops
Translate feedback into improvement plans
Translate feedback into counselor training
Translate feedback into operational refinements
Partner to create mentorship programs
Support and collaborate with student success team
Contribute to accountability culture
Contribute to continuous learning culture
Contribute to high performance culture
Contribute to development plans
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Collaborate with sales; Collaborate with marketing; Collaborate with product; Collaborate with tech; Collaborate with students; Collaborate with families
Communication Scope
Empathy; Clarity
Process & Methodology
Operational planning
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