14 days old

Manager, School Operations Onboarding & Engagement

K12 Services
Herndon, VA 20170
  • Job Code
    MANAG15169-00001
  • Jobs Rated
    79th



K12



K12 believes in education for everyone. We provide families an online option for a high-quality, personalized education experience. Students can thrive, find their passion, and learn in an environment that encourages discovery at their own pace. In support of this, we are committed to creating and maintaining a culture of inclusion and diversity where our employees are passionate about serving students and families, treat one another and customers with respect, challenge each other to innovate and always strive to do better.



The Manager, School Operations Onboarding & Engagement is part of the larger Learning Solutions School Operations team and directly manages the team responsible for providing support and expertise for both internal and external stakeholders with an emphasis on platform access, client set-up, and standard account utilization and support, across all supported systems. This role is responsible for assessing and improving ongoing operational support processes, ensuring high quality customer support and timely case resolution as well as contributing to the development of processes for new product implementation as related to account set-up and access, and other O&E team initiatives.



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



  • Responsible for overseeing Learning Solutions Onboarding and Engagement team

  • Administer and contribute to the development of operational processes and efficiencies to implement and improve business outcomes

  • Support team in troubleshooting and resolving internal and client support cases for school operations and maintenance activities related to access and deactivation, enrollments, system set up, utilization, standard account support, etc. across all supported platforms

  • Proactively identify potential barriers and/or opportunities to improve within team workflows and implement steps resulting in resolution

  • Manage implementation of projects and processes as related to Onboarding and Engagement team responsibilities

  • Provide reports and metrics to evaluate effectiveness of processes and meet case SLA and satisfaction goals

  • Promote excellent working relationships with internal and external partners soliciting regular feedback, and responding proactively to any concerns to ensure all clients operational needs are met and a positive end user experience

  • Serve as an information resource and liaison to key departments and select clients

  • Maintain operations-based and client-based reports, as deemed necessary

  • Oversee functional performance and success of team and individuals including professional, non-exempt, and contractors

  • Develop staff through coaching, training, providing feedback, and recommending appropriate skill development opportunities to enhance career growth and performance needs

  • Provide timely feedback to team and individuals to recognize accomplishments and address performance needs

  • Define achievable goals and establish clear staff performance expectations in alignment with company goals and team SLAs including prioritization of work and allocation of team resources

  • Lead and participate in meetings, professional development sessions, and other projects as requested by management

  • Contribute to the integrity, confidentiality, and security of all student records per policy

Supervisory Responsibilities: Directly supervises 5 - 15 Full-time Equivalent (FTE) regular employees and/or 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:



  • Bachelors degree in Business Management, Education or similar AND

  • Five (5) to Eight (8) years operations experience OR

  • An equivalent combination of education and experience

Certificates and Licenses: None required.



Other Required Qualifications:



  • Prior leadership experience and/or demonstration of leadership qualities within prior work experience

  • Highly self-motivated with excellent time management and organizational skills

  • Strong interpersonal, presentation and professional communication skills written and verbal

  • Proficient in Salesforce and Learning Management Systems (K12 platform experience highly desired)

  • Highly proficient in using computers and software tools including Microsoft Outlook, Word, Excel, and Web-based applications

  • Team player

  • Excellent customer service across diverse cultural backgrounds

  • Strong organizational skills and ability to manage multiple tasks

  • Strong problem-solving skills and attention to detail with exceptional follow through skills

  • Ability to champion change and innovation within a cross-functional team environment

  • Ability to travel up to 10% of the time (minimal if any e.g. team building activity)

  • Ability to clear required background check

Desired Qualifications:



  • Experience building operational processes to support new products and/or systems into market

  • Experience driving process improvements and/or implementations that deliver improvements relative to the timeliness and accuracy of team activities

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

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.



K12 is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age,, or genetics, or any other characteristic protected by law.



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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities



The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)



See job description





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Posted: 2020-06-30 Expires: 2020-07-29
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Manager, School Operations Onboarding & Engagement

K12 Services
Herndon, VA 20170

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