School Operations Sr Manager

Job Description

SUMMARY: The Senior Manager, School Staff Support Desk is responsible for leading a high-performing customer support organization that delivers exceptional technology, products, and operational support to virtual school staff across the country. This leader will manage a team of customer support agents, drive service excellence, and serve as a critical liaison between School Operations, Information Technology (IT), Product, and other cross-functional teams.

The Senior Manager will ensure that school staff receive timely, effective, and customer-focused support while continuously improving service processes, communication, and issue resolution. This role requires a strong balance of people leadership, operational excellence, stakeholder management, and strategic problem-solving to enhance the overall experience of educators and school staff

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

• Collaborate with IT and Product leaders to prioritize issues, communicate impacts and advocate for school needs;
• Lead, coach and develop a team responsible for supporting school staff with product and/or technology issues;
• Lead initiatives focused on service innovation, operational effectiveness and stakeholder satisfaction;
• Utilize support tools, dashboards, and reports to monitor service performance and identify trends;
• Provide executive leadership with issue trend reports to include root cause analysis

Supervisory Responsibilities: Directly supervises 3-6 contractors.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

MINIMUM REQUIRED QUALIFICATIONS:   

• Seven (7) years of experience in customer support, service desk, IT support, operations or related leadership role;
• Strong analytical, problem-solving, and decision-making skills;
• Excellent communication, presentation and stakeholder management abilities

Certificates and Licenses: None required.

OTHER REQUIRED QUALIFICATIONS:

• Microsoft Office (Outlook, Word, Excel, PowerPoint, Copilot)
• Ability to travel 15% of the time
• Ability to clear required background check

DESIRED QUALIFICATIONS:  

• Bachelor’s degree

• Management/leadership experience
• Project management experience
• Information technology experience
• Experience supporting Stride Powered Schools

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This is a home-based position

Compensation & Benefits: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.  Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.  Offers will typically be in the bottom half of the range. 

• We anticipate the salary range to be $74,645 to $91,000.00. The upper end of this range is not likely to be offered, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Eligible employees may receive a bonus. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

Job Type

Regular

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting [email protected].

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.