Academics Support – K 12

Athena Global Technologies; Hyderabad; Sur place; INR 1 200 000 - 2 000 000; Plein temps

Résumé du poste

Tutoroot is seeking an experienced Academics Support lead to manage end-to-end delivery of its K–12 online tutoring programs from enrolment through class delivery. The role focuses on ensuring a high-quality learning experience, tutor utilization, and customer satisfaction in a fast-paced EdTech environment.

You will own student onboarding, tutor allocation, schedule management, SLA/TAT, and cross-functional collaboration with sales, curriculum teams, Tutor Management, customer success, and

Qualifications

• 8-10 years of experience in EdTech, K–12, online tutoring, education services, BPO/operations or customer operations.
• Experience managing high-volume operational processes.
• Strong people and stakeholder-management skills.
• Experience with CRM/ERP/operations dashboards.
• Strong analytical and problem-solving capabilities.
• Ability to work in a fast-paced, target-driven environment.
• Strong understanding of customer experience and service delivery.

Responsabilités

• Manage the operational process from enrolment to commencement of classes.
• Ensure timely allocation of tutors and academic resources.
• Ensure student requirements are captured accurately.
• Minimize onboarding TAT.
• Manage daily online class schedules.
• Ensure classes are conducted as per agreed schedules.
• Manage tutor availability and allocation.
• Minimize cancellations, rescheduling and missed classes.
• Ensure substitute tutor arrangements when required.
• Coordinate tutor availability and utilization.
• Monitor tutor attendance and punctuality.
• Track tutor productivity and classroom performance.
• Work with Academic teams on tutor quality improvement.
• Maintain adequate tutor capacity based on demand forecasts.
• Ensure timely resolution of student/parent concerns.
• Monitor customer complaints and escalations.
• Establish SLA and TAT for operational issues.
• Work with Customer Success to improve retention and engagement.
• Identify recurring customer issues and implement corrective actions.
• Standardize and improve SOPs across the student lifecycle.
• Identify process bottlenecks and eliminate operational inefficiencies.
• Introduce automation wherever possible.
• Build dashboards and operational MIS.
• Establish quality and productivity benchmarks.
• Work with Sales on student handover and enrolment information.
• Coordinate with Academic teams on curriculum and tutor quality.
• Partner with Tutor Management on tutor availability and allocation.
• Work with Customer Success on retention and customer satisfaction.
• Coordinate with Technology on platform issues and online classroom experience.
• Work with Finance on billing, refunds and revenue reconciliation.

Connaissances

People management

Stakeholder management

CRM

ERP

Ops dashboards

Analytical thinking

Problem solving

Customer experience

Outils

CRM

ERP

Dashboards

Description du poste

TUTOROOT Academics Support – K–12 Online Tutoring Experience 8+ years Reporting To VP – Academics Role Overview Tutoroot is looking for an experienced Academics Support – K–12 to manage end-to-end operational delivery of its online tutoring programs. The role will ensure a consistent, high quality and reliable learning experience while maintaining operational efficiency, tutor utilization and customer satisfaction.

Key Responsibilities

Student Onboarding

• Manage the operational process from enrolment to commencement of classes.
• Ensure timely allocation of tutors and academic resources.
• Ensure student requirements are captured accurately.
• Minimize onboarding TAT.

Class Delivery & Scheduling

• Manage daily online class schedules.
• Ensure classes are conducted as per agreed schedules.
• Manage tutor availability and allocation.
• Minimize cancellations, rescheduling and missed classes.
• Ensure substitute tutor arrangements when required.

Tutor Management

• Coordinate tutor availability and utilization.
• Monitor tutor attendance and punctuality.
• Track tutor productivity and classroom performance.
• Work with Academic teams on tutor quality improvement.
• Maintain adequate tutor capacity based on demand forecasts.

Customer Experience

• Ensure timely resolution of student/parent concerns.
• Monitor customer complaints and escalations.
• Establish SLA and TAT for operational issues.
• Work with Customer Success to improve retention and engagement.
• Identify recurring customer issues and implement corrective actions.

Operational Excellence

• Standardize and improve SOPs across the student lifecycle.
• Identify process bottlenecks and eliminate operational inefficiencies.
• Introduce automation wherever possible.
• Build dashboards and operational MIS.
• Establish quality and productivity benchmarks.

Cross-Functional Coordination

• Work with Sales on student handover and enrolment information.
• Coordinate with Academic teams on curriculum and tutor quality.
• Partner with Tutor Management on tutor availability and allocation.
• Work with Customer Success on retention and customer satisfaction.
• Coordinate with Technology on platform issues and online classroom experience.
• Work with Finance on billing, refunds and revenue reconciliation.

Key KPIs

• Student onboarding TAT
• Class commencement TAT
• Class fulfilment %
• Tutor utilization %
• Class cancellation %
• Rescheduling %
• Tutor attendance %
• Student attendance %
• Customer complaint TAT
• Customer satisfaction / CSAT
• Student retention %
• Refund/cancellation %
• Operational cost per student
• SLA adherence

Ideal Candidate

• 8-10 years of experience in EdTech, K–12, online tutoring, education services, BPO/operations or customer operations.
• Experience managing high-volume operational processes.
• Strong people and stakeholder-management skills.
• Experience with CRM/ERP/operations dashboards.
• Strong analytical and problem-solving capabilities.
• Ability to work in a fast-paced, target-driven environment.
• Strong understanding of customer experience and service delivery.