Operations Specialist (CA applicants ONLY)

About Us

We are customer-centric and serve both the private and public sectors. We are committed to ensuring middle and high school students have access to high-quality executive function support. We empower students through online executive function coaching, guiding them to enhanced skills in key areas of life such as planning, organization, self-advocacy, initiation, time management, and more!  

Role Overview and Purpose:

Our Operations Specialist will manage daily operations, nurture team success, and ensure customers receive outstanding service and experiences in multiple departments: customer service, client onboarding, operations, billing, and compliance. This part-time role, starting at 15-20 hours per week, is critical to our organization and vital to enhancing the efficiency and effectiveness of our operations. 

The Operations Specialist will work closely with senior management to develop long-term operational strategies that meet company objectives. These strategies focus on process improvement, technology integration, and team development. The specialist should also be ready to collaborate closely with team members to find ways to improve customer service and implement best practices across all levels.

Essential Duties and Responsibilities: 

1. Day-to-day operations - fully understanding our company policies and operational workflows, processes and procedures, and other aspects of our business so that you can adequately manage and support all areas of operations.
2. Identify and assist in the ongoing development of SOPs for the organization.
3. Attend all mandatory operational meetings; lead or support as operational meeting(s) recorder. 
4. Receive high-level goals from the CEO and support the team towards meeting those goals (billable percentage for Specialists and Coaches, etc.) 
5. Client Onboarding - be a point of contact for new clients to onboard them successfully.  Review new client contracts as received and follow up to ensure responsiveness and compliance.
6. Assist with managing school district contracts, compliance, and billing.
7. Compliance - ensure the company complies with local, state, and other regulations and that the company’s policies and procedures are up to date.
8.  Track and ensure all insurance and licenses are current and renewed on time.
9. Billing - manage all aspects of client billing and respond to clients’ questions regarding their bills.
10. Manage the company’s accounts payables as part of the billing process to ensure company bills are tracked and paid promptly. 
11. Using our billing system (Tutor Bird), review bi-weekly billing and compile data for internal financial reports.
12. Technology – Master the following systems utilized for the company’s internal and external processes, i.e., Tutor Bird, Basecamp, Google Workspace, BambooHR, QuickBooks Online, Guidelines, Peoplekee, and Zoom.
13. Build and maintain processes for analyzing and reporting vital information to management and staff.
14. Collaborate – support the HR department and assist with Human resources activities, as needed. 
15. Event coordination (team parties, networking events, webinars).
16. Support and work closely with the CEO and Executive Director with tasks, as needed.
17.  Problem-solving - Be available to our team for basic questions, troubleshooting, on-the-spot training, and other daily business questions. 
18. Members of the management team may assign additional duties and responsibilities. 

Qualification:

To succeed in this job, an individual must be able to satisfactorily perform each essential job duty. The requirements below represent the knowledge, skill, and/or ability necessary to perform this role effectively.

Education, Certifications, Experience and Required Skills: 

Candidates must meet the minimum degree qualifications detailed below or file for equivalency.  Equivalency decisions are made based on a combination of education and experience that would likely provide the required knowledge and abilities.

Education: Bachelor’s degree 

Preferred: Five years of experience in Operations and Customer Service.

Experience: At least three years of experience with a company managing operations, billing, and compliance.

Knowledge: Strong understanding of effective customer service practices. Willing to learn new systems.

Tech savvy: Experience with video communication platforms such as Zoom and Google Meet; Strong skills with Excel and Google Sheets. Able to become proficient in our systems (TutorBird, Bamboo HR, Basecamp).

ABILITIES:

• Positive work attitude, collaborative, responsive, and proactive team player 
• Strong customer service experience and the ability to handle confidential information
• Excellent written and verbal communication skills, including high-quality documentation and reports  
• Organized, self-starter, fast learner, and able to work independently with minimal supervision 
• Experience with analyzing financial data and KPI reports
• Strong logical, analytical, and problem-solving skills. Use of judgment to elevate issues
• Ability to develop strong working relationships with staff and professional partners
• Manage projects, facilitate change processes, and communicate to achieve organizational goals
• Tech savvy, comfortable with heavy email, spreadsheets, Microsoft Office, and Google products

Salary : $28 - $40