Tutor Success Manager

Reporting to a Senior Manager of Tutor Success, Tutor Success Managers are part of Paper’s growing management team within the Service Department, which is responsible for tutor service quality and scheduling operations. They are responsible for providing personalized management for a team of tutors (front-line, student-facing employees). Tutor Success Managers oversee performance, training, support, and career advancement for Paper’s tutors, which involves collaborating with the service department’s operations and curriculum teams.

Responsibilities

• Manage a team of tutor employees and make informed decisions on training, recruitment, and additional support
• Develop and implement individual and/or team improvement plans, which may include departmental collaboration with the Paper Curriculum Team (subject experts learning and development) and the senior management team
• Provide guidance, performance reviews, and ongoing feedback to keep the team in sync and to identify top performers
• Maintain team productivity and morale and take steps to keep tutor retention strong
• Manage tutor schedules and assign individual responsibilities
• Ensure that tutors are satisfied in their roles, and execute on ways to continuously increase tutor engagement
• Ensure the smooth dissemination of existing and new policies and procedures as well as departmental and corporate best-practices throughout the tutor team
• Recognize gaps in skills or subject knowledge and offer training to improve tutor performance
• Work with the People Operations team to identify and reward exemplary performance, and address matters of unsatisfactory performance
• Identify roadblocks and escalate when appropriate
• Uphold and embody Paper’s mission, vision, and values

Requirements

• Spanish speaking preferred
• Bachelor’s degree
• 2-3 years of experience working in management or related fields, especially for front-line, customer-facing employees and teams
• Proven ability to work autonomously and as part of a team
• Clear understanding of management and leadership strategies and techniques
• Demonstrated entrepreneurial or growth-oriented mindset
• Established listening, team-building, and coaching skills
• Aptitude for critical-thinking and detail-oriented analysis
• Passion for education and community development