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Operations Manager, Instructor Support & Development

The Princeton Review Careers
Full-time
On-site
United States
$66,000 - $72,100 USD yearly

About The Princeton Review: The Princeton Review is a leading tutoring, test prep, and college admission services company. Every year, it helps millions of college and graduate school–bound students achieve their education and career goals through online and in-person courses delivered by a network of more than 4,000 teachers and tutors, online resources, and its more than 150 print and digital books published by Penguin Random House. The company’s Tutor.com brand is one of the largest online tutoring services in the U.S. It comprises a community of thousands of tutors who have delivered more than 22 million one-to-one tutoring sessions. The Princeton Review is headquartered in New York, NY. Follow the company on LinkedInYouTube and Instagram.

Summary of Position: The Operations Manager oversees a team that manages the many moving pieces for a specific role within operations. Flexibility and a wide range of expertise are the hallmarks of a strong candidate. The position requires the ability to handle the daily responsibilities of meeting and exceeding teacher expectations, delivering on operational and financial metrics, and keeping track of the assigned objectives for the role. The hallmark of a great Princeton Review experience is a seamless, frustration-free, and compelling journey and the Operations Manager is at the center of ensuring those experiences for our students and teachers.

 

Major Responsibilities:

  1. Lead a team of Operations Specialists and Operations Coordinators to manage the entire part-time test prep instructor pool to execute on best-in-class course and tutorial programs
  2. Oversee instructor mentoring and observation programs to ensure course quality and provide opportunities for improvement to staff
  3. Manage all professional development and complaint resolution for instructors to improve teaching skills and provide opportunities for growth
  4. Act as liaison between Instructor Development department and other teams throughout the company to best support instructor management needs
  5. Oversee all instructor communication to ensure all parties are up to date on current product knowledge, instructional content, testing trends, and company news
  6. Scope out, create, and implement new programs to meet the needs of instructors and internal stakeholders, including working across departments to develop all supporting documentation and policies
  7. Regularly review student satisfaction, teacher satisfaction, and staffing data to understand trends, identify gaps, and assist in developing strategies and tactics to respond to operational inefficiencies, market dynamics and competitor activity
  8. Manage all instructor engagement activities to build an atmosphere of camaraderie and support among teachers, tutors, and full-time staff
  9. Oversee compensation and quality bonus programs for all instructors
  10. Support instructors across all TPR programs through outstanding phone and email customer service aimed at ensuring a delightful and frustration-free experience
  11. Collaborate with the Operations Director and peers to meet and exceed the needs of our students and teachers
  12. Communicate and apply strategy, initiatives, and programs directed by the Retail Operations Team leadership
  13. Other duties as assigned

 

Education, Background, Experience & Qualifications:  

  1. Bachelor's Degree preferred
  2. At least three years of professional experience in operations, customer/client services, or related roles in the test preparation, academic support, or online education spaces; teaching experience a significant plus
  3. Experience managing teams preferred, but not required
  4. Enthusiastic, confident, and optimistic demeanor with an ability to thrive in a fast-paced environment
  5. An attention to detail, not letting anything fall through the cracks, and a knack for anticipating problems and issues before they happen
  6. Ability to manage your own time and work remotely from your manager, teammates, and clients
  7. Strong written and oral communications skills
  8. Ability to deliver strong customer service with empathy and compassion for students and parents
  9. A highly competitive nature with a desire to set and beat goals
  10. Experience working collaboratively to achieve objectives
  11. An ethic of personal responsibility; a need to hold yourself accountable on behalf of a team
  12. Modern tech fluency, including the ability to manage your responsibilities using various communication platforms, Microsoft Office tools, and proprietary platforms

 

Salary: $66,000-72,100 per year, based on a 40 hour work week.

The Company also provides eligible employees with a variety of benefit programs, generally including health, dental, and vision insurance, flexible spending accounts, health savings accounts, 401k plan with company match, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work

Please note that the above-referenced position can be performed anywhere in the United States except in the following states: Arkansas, Idaho, Mississippi, North Dakota, Rhode Island, South Dakota and Wyoming.

The Princeton Review is an equal employment opportunity employer. The Princeton Review’s policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, marital status, disability, military status, genetic information, or any other basis protected by applicable law. The Princeton Review also prohibits harassment of applicants or employees based on any of these protected categories. It is also The Princeton Review’s policy to comply with all applicable laws respecting consideration of unemployment status in making hiring decisions.

The Princeton Review is a drug free workplace.

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