Customer Service Manager

Job Description

The Operations Manager, Service and Support oversees two or more teams and their respective supervisors/leads who are responsible for providing services to facilitate or maintain enrollment; support end users and positively impact retention; and manage projects within the Service and Support organization. This role ensures business service level agreements are achieved and superior customer service is provided to both internal and external clients. This role is also responsible for meeting budget goals, forecasting for staff needed for each enrollment season, managing vendor performance as well as implementing strategic projects to enhance the experience of the enrollment or retention process. This role is also responsible for monitoring and maintaining service level agreements, quality of service, performance of service and support teams and translating customer feedback into actionable improvements to drive satisfaction across all support channels. Reporting to the Director, Service and Support this role develops and implements departmental goals, and collaborates with Operation Managers, IT (Information Technologies), Executives and the School Managers to build strong relationship and meet/exceed Enrollment and Retention goals.

Over 20 years ago, Stride was founded to provide personalized learning — powered by technology. We reached students where they were in their own journeys. We knocked down their barriers to great education. And we gave every learner equal opportunity to succeed — however they defined success. Stride innovated the learning experience with online and blended learning that prepared them for their lives ahead.

Stride is a community of passionate leaders.  Whether teachers, engineers, curriculum writers, or financial managers — whatever your expertise or role, we all work to empower futures through learning. And changing the trajectory of learning itself is one of our greatest missions.  Join us in developing more effective ways to learn and helping learners build the skills and confidence they need to make their way forward in life.

The Operations Manager, Service and Support oversees two or more teams and their respective supervisors/leads who are responsible for providing services to facilitate or maintain enrollment; support end users and positively impact retention; and manage projects within the Service and Support organization. This role ensures business service level agreements are achieved and superior customer service is provided to both internal and external clients. This role is also responsible for meeting budget goals, forecasting for staff needed for each enrollment season, managing vendor performance as well as implementing strategic projects to enhance the experience of the …