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Job details:
Reports To: Founder
Direct Reports: Content Coordinators, Scheduling & Logistics Team, Student Support Team, Quality Assurance
Purpose of the Role
SS Tutorials is responsible for planning, implementing, and optimizing all operational activities that enable high-quality tutorial delivery, consistent student satisfaction, and efficient internal workflow across the organization.
This role ensures seamless coordination between content creation, delivery, scheduling,
instructor management, student support, quality control, and performance analytics.
Key Responsibilities / Core Functions
- Strategic Operations & Planning
- Develop and execute the operational strategy for the tutorials business.
- Translate business goals into operational plans & KPIs.
- Forecast resource needs (staff, instructors, tech, materials).
- Tutorial Delivery Management
- Oversee scheduling and delivery of all classes (online & offline).
- Coordinate with content creators and instructors for lesson planning.
- Ensure materials (presentations, videos, worksheets) are ready before sessions.
- Instructor & Team Management
- Recruit, onboard, train, and evaluate instructors and operational staff.
- Establish performance standards, feedback cycles, and coaching loops.
- Set clear roles, responsibilities, and escalation paths within the team.
- Quality Assurance & Continuous Improvement
- Monitor teaching effectiveness, student engagement, and learning outcomes.
- Implement quality control processes (e.g., standard teaching checklists, session
reviews).
- Collect feedback from students & instructors to drive improvements.
- Student Experience & Support
- Ensure a smooth onboarding experience for new students.
- Manage student support touchpoints (queries, complaints, tracking progress).
- Coordinate with the marketing/sales team on conversions and retention strategies.
- Systems, Tools & Process Development
- Standardize operating procedures (SOPs) for core workflows.
- Implement tools for scheduling, performance tracking, CRM, and communication.
- Drive automation where possible to reduce friction & manual workload.
- Performance Tracking & Reporting
- Monitor operational KPIs: attendance, retention, session quality, NPS, resolutions,
turnaround time, efficiency.
- Report operational performance to leadership with analysis and action plans.
Success Metrics (KPIs)
Student Success: Class attendance %, assignment completion rates
Quality: Student satisfaction score, NPS
Efficiency: On-time session readiness %, issue resolution
time
Growth: Retention rate, referral rate
Team Performance: Instructor ratings, team SLA adherence
Required Skills & Competencies
Technical / Functional Skills
✔ Operations & project management fundamentals
✔ Knowledge of tutorial delivery platforms (Zoom, LMS, Google Classroom, etc.)
✔ Data-driven decision making & reporting
✔ Quality assurance frameworks
Leadership & Soft Skills
✔ Strong communicator (verbal & written)
✔ Conflict resolution & stakeholder management
✔ Coaching & people development
✔ Strategic planning with tactical execution
Qualifications & Experience
Education: Bachelor’s degree in Education, Business, Operations, or related field (preferred)
Experience: Preferred
- 4–8+ years in operations management
- Experience in education, tutorials, ed-tech, coaching, or training programs preferred
- Proven track record of scaling operational teams & workflows
Interdepartmental Collaboration
This Role Interacts Regularly With
- Marketing & Sales for enrollment insights
- Content / Curriculum Team for material readiness
- Finance & HR for budgeting, staffing, and compliance
- Tech / IT for LMS tools, platform support
Role Boundaries & Decision Rights
Instructor Hiring & Performance: Yes
Tutorial Scheduling: Yes
Budget Allocation (operations): With Leadership Approval
Curriculum Content: Advisory with Content Team
Skills: academic planning,reporting & analysis,quality assurance,project management,learning management systems,zoom,operations management,customer success management,operations administration,google classroom
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