Instructional Leader, K12 Tutoring

Job Description

SUMMARY: The Tutoring Manager assists the Director of Tutoring Services in managing the tutoring services for the K12 Tutoring department. Our aim is to enable students to achieve their educational goals by receiving high-quality, personalized online tutoring from expert, certified teachers. The Manager is responsible for tutor management, oversight, and resource building resulting in high customer satisfaction. The Manager will support the Director with recruitment, onboarding, training, supervision, and quality assurance of our tutors.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Conduct observations of tutoring sessions and provide feedback to tutors; monitor tutor ratings, research customer feedback, and provide coaching where necessary
• Ensure tutor availability, profiles, session acceptance and completion meet community guidelines and expectations
• Participate in the onboarding and training of new tutors, including review of teaching certificates, reviewing profile submissions, assessing performance on use of platforms, and assisting with platform access
• Assist with scheduling and staffing of ongoing tutoring sessions; inform staffing plans and capacity for dedicated tutors based on forecasted and actual enrollment
• Answer questions from tutors via shared inbox and tutor community; be available for inbox shifts during the week
• Develop and curate ongoing curriculum resources for tutors which meet state standards, specialize in the curriculum and program expectations for particular district partnerships
• Partner with customer success team in support of school partners during meetings and via email by providing feedback on tutoring sessions and student outcome data
• Assist with designing measures for student outcomes, support tutors with data collection, analyze student performance data, and make program recommendations in response to data
• Collaborate with the Director of Tutoring Services and other leadership to identify and assist in designing and implementing tutoring practices that meet customer needs
• Build community among the tutors through positive communication, optional drop-in sessions, professional development, responding to email, and other initiatives to ensure tutor engagement, retention, and satisfaction
• Adapt and be responsive to the changing nature of the tutoring community including Stride employees who are part-time tutors and independent contractors
• Respond to customer support inquiries and cases
• Participate and contribute to marketing initiatives
• Provide recommendations for product improvements and input on ongoing designs; assist with troubleshooting of tutor use of the platform
• Provide general leadership and be an active participant in the development of team objectives
• Cultivate a collaborative working environment that encourages communication, innovation, and refinement of the best instructional practices
• Review reports and other ancillary data to identify areas of concern relative to tutor performance and create actionable plans to address deficiencies and replicate successes
• Provide regular feedback to the Director of Tutoring Services regarding the quality of instruction during sessions, tutor metrics, and recommended efficiencies, improvements, reporting needs, and product improvement suggestions
• Attend departmental meetings, and client meetings when requested
• Monitor departmental compliance with accountability measures
• Contribute to industry thought leadership by participating in pilot programs, presenting at conferences, and contributing to literature on online learning
• Meet professional obligations through efficient work habits, such as meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrating respect for others
• May require occasional evening hours

Supervisory Responsibilities: Indirectly supervises group of 200-300 independent contractors for quality assurance of service delivery. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training tutors; planning, assigning, and directing work; appraising session quality, rewarding and disciplining tutors; addressing complaints and resolving problems.

REQUIRED QUALIFICATIONS

• Bachelor's Degree AND
• 3 or more years of experience in a Virtual School in Supervisory-level role or as an Assistant Principal or Principal position OR
• Equivalent combination of education and experience