Overview
KidzToPros is a leading provider of education and enrichment programs, including after-school programs, seasonal camps, learning pods and tutoring.
Our mission is to provide the essential building blocks that children need to succeed in school and beyond.
We achieve this by offering high-quality STEM, Sports and Art programs, with top-tier instructors, at school locations around the country and online.
Partnerships with public and private schools ensures our programs meet the academic, cultural and athletic needs of students.
Our on-campus programs are offered at local schools, making it convenient for parents, while allowing kids to stay in the safety of their school and participate in activities with friends.
Over the past five years, KidzToPros has partnered with over 350 schools and over 30,000 students have participated in our after-school programs and seasonal camps!
This summer, KidzToPros is operating camps in 15 regional markets in California, Colorado, Illinois, New Jersey, New York and Texas.
KidzToPros is looking for a full-time highly organized and energetic Operations Manager to oversee and manage the day-to-day operations at all locations.
The Operations Manager will report to the company’s COO.
Responsibilities
The Operations Manager will be primarily responsible for managing three teams at KidzToPros
Program Managers Customer Service Representatives Recruiting
Outlined below are the Operation Manager’s responsibilities relative to each team, along with general responsibilities.
These responsibilities may change periodically based on the needs of the company.
Program Manager (PM) Team
Manage PMs for all KidzToPros on-campus locations Hire all PMs, oversee training, create schedules and implement growth initiatives Work with COO to establish KPIs for PMs and instructors Conduct daily operations call with PMs to get updates on each KTP location Provide daily program updates to the COO using standard business software (KidzToPros CRM, excel, word) Work with PMs to ensure that there is zero downtime with instructors at every location Work with the curriculum team to determine equipment needs for all locations Establish and implement protocols and policies for managing KidzToPros equipment inventory at all locations, including procedures for requesting new inventory.
Ensure that PMs are establishing a great relationship with the school staff across locations Work with COO to build out an After-School Program and Summer Camp playbook for the company
Recruiting Team
Manage team of recruiters across all KidzToPros locations Manage the hiring of recruiters, oversee training, create schedules and implement growth initiatives With the support of the recruiting team, you will assist with the hiring, onboarding, training and development of PMs, coaches and instructors for all locations Work with COO to establish KPIs for recruiting team Conduct daily operations call with recruiters to get updates on all KTP locations Provide daily/weekly/monthly KPI updates for recruiting team to COO using standard business software (KidzToPros CRM, excel, word)
Customer Support Representative (CSR) Team
Manage team of remote CSRs and data entry staff Manage the hiring of CSRs, oversee training, create schedules and implement growth initiatives Create a Customer Service Playbook for supporting parents across multiple platforms, including email, phone, chat and social media Work with COO to establish KPIs for CSR team Conduct daily operations call with CSRs to get updates on customer support issues and any guidance and support they need from management Provide daily/weekly/monthly KPI updates for CSR team to COO, using standard business software (KidzToPros CRM, excel, word) Ensure that there is zero downtime with CSRs for responding to emails/calls and chats.
General Duties
Design, develop and deploy training sessions for all teams Support the COO in creating and maintaining budgets for program equipment and KidzToPros platform (in support of KidzToPros instructors, coaches and parents) Prepare quarterly management reports for all teams Respond promptly when returning telephone calls and replying to correspondences Promote a professional image When necessary, represent KidzToPros at conferences, meetings, networking events and with the media Conform with and abide by all KidzToPros regulations, policies, work procedures, and instructions.
Requirements
QUALIFICATIONS
A passion for enriching the lives of young kids No less than 5 years experience in an operational supervisory capacity Experience creating budgets, developing KPIs and managing multiple teams and projects Highly organized with strong attention to detail Problem solver who can see a problem, take initiative, follow through to resolution Excellent communication skills and strong interpersonal skills, particularly in interactions with staff and parents