Family Success & Operations Associate

Family Success & Operations AssociateMake a positive difference every day by teaming up with The Tutorverse. We create and deliver innovative educational services and products that help students unlock their very best academic selves. We've got a lot planned, and we're looking for a self-starter with a winning personality to help us make it all happen.Be part of a tight-knit team, build genuine human connections, and become the trusted advisor our families need - all while enjoying Fortune 500-level benefits!The Family Success & Operations Associate will take on a true 360-degree role, owning the parent and student experience from their very first inquiry through to the successful completion of our small-group classes or private one-on-one tutoring engagements. Reporting to the Family Success Manager, a successful Associate will be the face of our company, acting as a consultative advisor guiding prospective clients through the enrollment process. From there, the Associate will deliver both the on-site support and the client service logistics that sets our programs apart.The ideal candidate possesses a minimum of two years of experience blending administrative rigor with empathetic customer service. Candidates should possess high emotional intelligence, and be eager to learn about and master both the operational systems that run our business and the human interactions that grow it.Compensation & BenefitsCompetitive Base: The salary for this position is commensurate with your 2+ years of experience (starting at $65,000).Bonus Eligible: You should share in the success you deliver, which is why this position is eligible for performance-based bonuses tied to operational success and program enrollments.Retirement: Save for the future by participating in our 401(k), which includes a 3% company contribution and a profit-sharing plan.Health & Wellness: Your health is priceless. We offer Fortune 500-level medical, dental, and vision benefits. Choose from Aetna, MetLife, and other leaders. We also provide FSA/HSA options and access to mental health counseling services.Paid Time Off: We know rest is important, and provide paid time off starting at two weeks annually (plus holidays), with growth up to four weeks over time, so you can travel, read, or recharge.Flexibility & Perks: Enjoy a seasonal hybrid work schedule and pre-tax commuter savings plans!ResponsibilitiesFrontline Customer Success: Act as a primary point of contact for families. Use a consultative, empathetic approach to answer inquiries, inspire confidence regarding high-stakes testing, and guide parents and students to success.Pipeline Management: Utilize our CRM (HubSpot) to track inbound inquiries, schedule consultations, and ensure no parent falls through the cracks.Program Logistics & Triage: Maintain the organizational systems that support weekday afternoon and weekend classes. Thrive in a fast-paced environment by seamlessly managing materials, roster updates, and staffing communications.On-Site Support: Engage with students and address immediate parent concerns on the fly during in-person classroom times to ensure the highest quality of programming.Process Improvement: Assist with data aggregation, reporting, and providing insight into day-to-day metrics to help leadership make key operational decisions.Minimum QualificationsPossess at least a baccalaureate degree from an accredited college;Has 2+ years of experience in a highly consultative, customer-facing, or operational role;Has a confident, empathetic, and polished presence (in-person and on the phone);Has excellent written communication and collaboration skills;Has a track record of independently identifying and solving problems, and live customer support;Brings inexhaustible drive, energy, enthusiasm, and mental agility.Preferred QualificationsA background in premium hospitality;Hands-on experience with CRM platforms (like HubSpot or Salesforce) or modern ticketing systems;Industry knowledge of the public and private education sector in NYCAbout The TutorverseThe Tutorverse helps students reach for the stars by providing them with innovative and individualized educational support. We're not your regular tutoring company - we care deeply about all of our students, and strive to provide them with the attention they deserve. Whether students work with one of our private tutors or participate in one of our classes, we provide them with world-class learning services and products that they can't or don't get in school. Our passion for learning extends beyond our instructors into our best-selling line of workbooks, which fill badly needed gaps in the learning market.Our ValuesThe Tutorverse is committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to race, gender, color, religion, national origin, age, sexual orientation, citizen status, veteran status, physical or mental disability, or any other characteristic prohibited by state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.