Senior Manager - Member Services and Customer Retention (Work from Home)

Location

Work from home | India

Job description

Overview

Varsity Tutors, a Nerdy company, is looking for a Senior Manager, Member Services and Customer Retention to help develop and optimize company operations in a vertically integrated marketplace. We are seeking a Senior Manager with operations experience in people leadership, process improvement, project management.  This role will lead and manage a portion of the Retention Team, as well as drive efficiencies and accelerate process-based initiatives within the company. This individual will own building better processes, tools, and reporting to create better operational discipline and high-quality customer interactions.

About Nerdy

Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Learn more about Nerdy at https://www.nerdy.com/. 

Qualifications

• Completion of a 4-year bachelor's degree or relevant experience
• 3+ years people management with a history of organizing teams and completing high volume tasks
• Strong understanding of how to effectively motivate and manage a large team through at least one layer of leadership
• Heavy process orientation and ability to complete root cause analysis of customer and system issues
• Ability to analyze and draw meaningful insights from customer data, feedback, and performance metrics to make informed decisions
• Bias for action to solve customer and systemic issues when identified
• Desire for a high level of responsibility and ownership
• Experience with Zendesk preferred, but not required
• Ability to work independently and prioritize work
• Ability to work evenings and weekends dependent upon schedule needs
• Understand and appreciate that Nerdy is an apolitical company and that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes

Responsibilities

• Lead a team of several front line managers, with indirect roll up of 60-90 front line employees
• Manage day-to-day performance of retention team members and deliver performance reviews
• Monitor team performance through regular reporting on SLAs, activity rates, CSATs, and interaction quality
• Hit all performance targets as determined by company
• Train and ensure adherence to customer service processes
• Demonstrated ability to change behavior and drive results through coaching and performance management
• Work cross-functionally to facilitate the creation of best practices, improved processes, and better reporting for internal stakeholders 

Varsity Tutors Leadership Competencies

Customer obsession * Bias for action * Accountability * Stewardship * Think big * Remove friction * Gather data and use information * Intellectual curiosity * Comfort with ambiguity * Build teams

Benefits

• Competitive Salary, Variable Bonus, plus Equity in the company
• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan
• Maternity, Paternal, and Adoption Leave
• Remote Position
• PTO
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Once-in-a-lifetime opportunity to help transform how the world learns!
• Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. (INDHP)

Job tags

Salary