Operations and Student Experience Manager

Job Description

Job Description

About the Company

Atharo Music provides convenient, high-quality in-home music lessons for children. We help students build musical ability, confidence, and consistency while saving parents the time and hassle of driving to a studio.

We are growing and need an accountable operator to ensure teachers are properly hired and supported, new students have an excellent start, and families consistently receive a great experience.

Role Mission

This job is remote, but twice a year you will be running recitals in Edina.

Your mission is to make sure every student is matched with the right teacher, every teacher is prepared to succeed, and every family feels informed, supported, and confident in their decision to stay with us.

This role is responsible for improving delivery quality, student retention, teacher performance, and operational consistency.

Key Responsibilities

Teacher Recruiting and Management

• Source, interview, select, and onboard qualified music teachers.
• Maintain an active pipeline of potential instructors.
• Verify qualifications, availability, teaching ability, and professionalism.
• Match teachers to students based on instrument, location, schedule, personality, and skill level.
• Monitor teacher reliability, communication, punctuality, and family feedback.
• Conduct regular teacher check-ins and address performance issues quickly.
• Maintain adequate teacher capacity for current and projected enrollment.

New Student Onboarding

• Guide new families through the enrollment and first-lesson process.
• Confirm lesson details, expectations, policies, teacher information, and payment procedures.
• Ensure every new student has a smooth first 30 days.
• Follow up with families after the first lesson and during the first month.
• Identify early warning signs of dissatisfaction, confusion, or cancellation risk.

Family Experience and Retention

• Serve as the primary point of contact for family questions and concerns.
• Resolve scheduling, teacher, communication, and service issues professionally.
• Track cancellations, complaints, pauses, and at-risk families.
• Create systems that improve parent communication and student continuity.
• Collect testimonials, referrals, and feedback from satisfied families.

Operations

• Maintain accurate student, teacher, schedule, and communication records.
• Coordinate schedule changes, make-up lessons, teacher substitutions, and cancellations.
• Track key operational metrics weekly.
• Improve documented processes so the company does not depend on the owner for every decision.
• Provide the owner with a weekly report on staffing, student onboarding, retention risks, and family satisfaction.

Success Metrics

Within the first 90 days, success means:

• All new students receive a documented onboarding process.
• Teacher hiring and onboarding are organized into a repeatable system.
• Family issues receive a timely response.
• Teacher coverage and scheduling gaps are visible before they become emergencies.
• Student cancellations and preventable complaints decrease.
• The owner is removed from daily operational firefighting.

Ideal Candidate

• 3+ years managing people, customers, education, healthcare, hospitality, or local service operations.
• Strong communicator who can be warm with families and direct with employees.
• Highly organized and comfortable managing multiple moving parts.
• Comfortable recruiting, interviewing, coaching, and holding people accountable.
• Proactive problem solver who closes loops without being chased.
• Comfortable using software, spreadsheets, calendars, CRM systems, and communication platforms.
• Music education experience is helpful but not required.
• Must be dependable, detail-oriented, and willing to take ownership.

What We Offer

• 401(k) matching.
• Health insurance eligibility if needed.
• Meaningful responsibility in a growing education company.
• Opportunity to build and lead the operating system for the business.

How We Hire

Candidates should expect a structured interview focused on specific examples of recruiting, managing employees, solving customer problems, and improving processes.

Atharo Music provides convenient, high-quality in-home music lessons for children. We help students build musical ability, confidence, and consistency while saving parents the time and hassle of driving to a studio.

Company Description

Atharo Music provides convenient, high-quality in-home music lessons for children. We help students build musical ability, confidence, and consistency while saving parents the time and hassle of driving to a studio.