Academic Success Manager

Art of Problem Solving; San Diego (CA); On-site; USD 100,000 - 115,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) match

PTO

Relocation bonus

Job summary

AAoPS in San Diego seeks an Academic Success Manager to lead the team responsible for product consultation and course advising across AoPS programs. You will guide parents in choosing learning options and coordinate with multiple departments to improve student outcomes.

This hybrid, full-time role at our San Diego headquarters offers a competitive salary range of $100k to $115k plus benefits including medical, dental, vision, a 401(k) match, and PTO.

Qualifications

• Demonstrated success as Academic Success Specialist or 3+ years in education
• Comfort with live customer calls, including escalations
• Strong written and verbal communication; empathize with parents
• Solid understanding of K-12 curriculum and student needs
• Excellent communication, presentation, and interpersonal skills
• Customer service and/or sales experience
• Detail-oriented with organizational and time management
• Fast adapter to new technologies

Responsibilities

• Manage the Academic Success team, monitor performance and set goals
• Respond to emails, calls, and consultations within time goals with high quality
• Handle escalations and coordinate resolution of urgent incidents
• Develop and maintain understanding of AoPS programs
• Coordinate with Operations, Instruction, Curriculum, and other teams
• Implement proactive service initiatives to boost satisfaction and re-enrollment
• Create and maintain response templates and playbooks
• Identify opportunities for process improvements with Customer Service Operations
• Collaborate with Knowledge Management to improve docs and knowledge base
• Train team on tools and processes, coach on customer strategies
• Track and analyze data from interactions and provide leadership insights
• Acknowledge and document customer complaints and feedback
• Provide consultation to prospective customers when needed
• Ensure scheduling aligns with company needs

Skills

Team leadership

Customer calls

Communication skills

K-12 curriculum understanding

Customer service

Time management

Process improvement

Data analysis

Job description

The Academic Success Manager oversees product consultation and course advising for all AoPS programs. The role is responsible for managing a team of Academic Success Specialists and providing personalized guidance to parents on our course offerings and curriculum. The team will ensure that parents' questions and concerns are addressed and they are assisted in identifying the best learning options for their children based on individual needs and interests.

The Academic Success Manager will:

• Manage the Academic Success team, monitoring performance, identifying areas for improvements, and working with team members to reach goals
• Ensure that the Academic Success team responds to all emails, phone calls, and consultation requests according to time goals and with high quality
• Handle customer escalations and coordinate resolution of urgent incidents
• Develop and maintain an advanced understanding of all AoPS programs
• Interact with multiple departments within the company when needed to resolve a customer request or improve experience, such as the Operations, Instruction, Curriculum, Warehouse, Finance teams
• Develop, implement, and evaluate proactive service experiments or initiatives geared towards increased customer satisfaction and re-enrollment
• Manage the creation, maintenance, and organization of customer response templates and playbooks
• Proactively identify opportunities for operational improvement and partner with Customer Service Operations to develop new and update existing success processes and procedures
• Partner with Knowledge Management Specialist to develop, maintain, and improve documentation on academic success team workflows and reference material, as well as public-facing knowledge base articles
• Train team members on tools and processes and continually coach on customer strategies/tactics
• Track and analyze qualitative and quantitative data from customer interactions and provide insights to leadership
• Acknowledge, resolve, and document customer complaints and feedback
• Support team, as needed, with providing consultation services to prospective customers (parents) and help them choose the best product and/or course
• Support team, as needed, with responding promptly to customer inquiries, ensuring customer satisfaction, through multiple channels including email and phone
• Ensure the success team schedules align with company needs

The ideal candidate has:

• Demonstrated success as an Academic Success Specialist at AoPS or 3+ years experience in the education industry
• Comfort with and skill handling live customer calls, including sensitive escalations
• Strong written and verbal communication skills; ability to establish rapport with parents and empathize with their concerns
• Strong understanding of K-12 curriculum and student needs
• Excellent communication, presentation, and interpersonal skills
• Customer service and/or sales experience
• Detail-oriented with strong organizational and time management skills
• Passion for education and commitment to student success
• Fast adapter to new technologies

Why Join AoPS:

This is a hybrid full-time position based at our headquarters in San Diego, CA. The hiring range for this position is 100k-115k. Here are some things you can look forward to:

• Impact: You'll shape the day-to-day experience of families navigating some of the most important academic decisions for their children, leading a team that turns questions and concerns into confident enrollment choices while helping build the systems that make the entire Academic Success function stronger
• Flexibility: Casual work environment with a hybrid work week
• Benefits: Multiple options for Medical, Dental and Vision plans
• Future Planning: 401(k) with company match
• Quality of Life: PTO Plan and supportive leadership that gives you the work-life balance you deserve
• Ease of Transition: Relocation bonus (if currently located outside of San Diego)

Please note that employment is contingent on the successful completion of a background check.

Work Authorization:

Please note that in order to be considered for this position you must be legally authorized to work in the US. We are unable to offer sponsorship, including STEM-OPT and H-1B.

About AoPS:

Art of Problem Solving (AoPS) is on a mission to discover, inspire, and train the great problem solvers of the next generation. Since 2003, we have trained hundreds of thousands of the country’s top students, including nearly all the members of the US International Math Olympiad team, through our online school, in-person academies, textbooks, and online learning systems. While our primary focus has been math for most of our history, through the years we have expanded our unique problem solving curriculum into more subjects, such as language arts, science, and computer science.