Sr. Manager, Operations

Overview of Position

Varsity Tutors, a Nerdy company, is looking for a Senior Manager, Operations to help develop and optimize company operations in a vertically integrated marketplace. We are seeking a Senior Manager with operations experience in planning, process improvement, and project management.  This role will lead and manage a portion of the Retention & Market Operations Teams, as well as drive efficiencies and accelerate process-based initiatives within the company. Thriving to make data driven decisions, this role will contribute to the resolution of complex operational challenges, allowing Varsity Tutors to grow and expand in both domestic and international markets. This individual will own building better processes, tools, and reporting to create better operational discipline and high quality customer interactions through partnerships and third party vendor management.

About Nerdy

Nerdy, the parent company of Varsity Tutors, is a leading curated direct-to-consumer platform for learning and live online instruction. Nerdy’s mission is to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI and machine learning, to connect learners of all ages to experts and deliver superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Learn more about Nerdy at https://www.nerdy.com/.

Qualifications

• Completion of a 4-year bachelor's degree or equivalent experience

• 5+ years operations management with a history of organizing teams and completing high volume tasks
• 5+ years of experience in modeling unstructured and complex business problems with operational and financial elements as mathematical models 
• Strong understanding of how to effectively leverage and manage third party BPO vendor relationships and partnerships

• Ability to analyze and draw meaningful insights from customer data, feedback, and performance metrics to make informed decisions

• Desire for a high level of responsibility and ownership

• Experience with Zendesk strongly preferred

• Advanced skills with Excel or equivalent required (dashboards, v-lookups, pivot tables), SQL preferred

Responsibilities

• Work cross-functionally to facilitate the creation of best practices, improved processes, and better reporting for internal stakeholders and third party vendors 
• Develop, document, test business metrics and insights to manage and optimize business results

• Lead a team of several front line managers, with indirect roll up of 60-90 front line employees
• Lead development and execution of initiatives and processes through cycles of data analytics, experiment, and rollout. Create timelines, budgets, requirements, and costs for projects and the implementations of business initiatives
• Optimizing operations processes through analytical frameworks and statistical models 
• Communicate prioritization and resource allocation to management, co-workers, and cross-functional business owners
• Prepare and present performance results and project plans to executive leadership
• Build dashboards that deliver data around operational insights and strategies
• Understand and appreciate that Nerdy is an apolitical company and that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes

Varsity Tutors Leadership Competencies

Customer obsession * Bias for action * Accountability * Stewardship * Think big * Remove friction * Gather data and use information * Intellectual curiosity * Comfort with ambiguity * Build teams

Benefits

• Competitive salary, variable compensation, and equity (restricted stock units) in the company
• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan
• Maternity, Paternal, and Adoption Leave
• Remote Position
• Flexible PTO
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Once-in-a-lifetime opportunity to help transform how the world learns!
• Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. (INDHP)