Market Operations Lead

Market Operations: Lead

Leads within the Market Operations department of Nerdy oversee a variety of types of work, including monitoring performance and providing technical and tutor support for tutoring sessions and tutor payroll and profiles. The ideal candidate is excited to help monitor key operations of our business while also helping identify how our tools and systems can improve the tutor and learner experience.

About Nerdy:

Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000 subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Learn more about Nerdy at https://www.nerdy.com/. 

Nerdy’s shareholder letters below explain the product and strategy and are the most effective way to learn about what the company is building:

• Q1-2024 Shareholder Letter
• Q4-2023 Shareholder Letter
• Q3-2023 Shareholder Letter

Qualifications:

• Bachelor’s degree required or equivalent years of experience working in a customer service, or support role. 
• Experience working with Independent Contractors and 3rd party staffing companies is a plus. 
• Experience tracking system and personnel performance.
• Experience doing independent project or audit work where process may be undefined.
• Very comfortable with ambiguity, able to pivot to meet the needs of the business.
• Prior customer service, tutoring, and/or support experience.
• Excellent verbal and written communication skills.
• Strong analytical and problem solving skills.
• Ability to work independently and prioritize work.
• Strong customer service skills.
• Ability to work evenings and weekends.
• Requires minimal supervision.
• Meeting and/or exceeding expectations in all performance metrics.

Responsibilities:

• Monitor and ensure the effectiveness of automated systems and teams as they complete daily functions in your assigned area.
• React to changes in key metrics (such as SLAs and work rates and work volume)  using existing levers to ensure work is completed (additional shifts, system setting changes, SOP changes).
•  Identify optimizations and improvements to systems for key work streams (automation, quality, tutor experience).
• Assess and understand the needs of our clients and tutors.
• Communicate across teams to ensure all key operations are aware of changes or running smoothly (Identify areas needing additional support and direct team resources appropriately).
• Address escalations in a timely, professional and thorough manner and appropriately escalate to managers when necessary.
• Provide support and answer questions for the Global Team.
• Provide and support training and coaching for the Global Team.
• Resolves issues and/or makes working decisions within area of specialization.
• Facilitate coaching sessions with team and help run team meetings.
• Facilitate communication between clients, Varsity Tutors, and instructors.
• Exercises judgment within defined guidelines and best practices to determine appropriate action.
• Impacts quality of own work and the work of others on the team.
• Assists and supports TOS team with testing as directed by management.

Leadership Principles and Culture:

• Builds Teams: Leads the work of hiring and promoting bar-raising talent. Responsible for employee development, even when it means moving people to other areas to help them grow.  

• Thinks Big: Sets ambitious and audacious goals and is willing to consider boldly different solutions to achieve them. 

• Insists on High Standards: Recognizes that yesterday’s extraordinary is today’s ordinary.  Identifies and articulates high standards and pushes themselves and the teams to reach them. 

• Possesses a Bias for Action: Recognizes that most decisions are not one-way doors and demonstrates strong bias for speed, but makes decisions and acts with the speed that is appropriate to the circumstances.

• Builds Trust: Establishes trust, even with those who think differently. Actively listens, seeks to understand, and is kindly candid in conversation. Humbly owns mistakes, even when it’s uncomfortable. 

• Goes Deep: Understands the details and audits frequently. When inconsistencies exist between expected results and anecdotes, tenaciously digs into why. Rolls up their sleeves and do what’s needed. 

• Has Conviction: Insists on having the conversation “in the room” and actively participates, even when it’s exhausting. Does not capitulate for the sake of consensus, nor “pocket vetos” decisions.  Fully committed once a decision has been made. 

• Delivers Results: Leaders identify what needs to be accomplished and deliver quality, timely results. When setbacks occur, leaders persevere and overcome. 

• Is Right, a Lot: Most decisions and suggestions prove to be correct, given a situation’s context,  when judged over time. 

• Apolitical: Embraces and supports Nerdy as an apolitical company and recognizes that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes.

Benefits:

• 100% remote position.
• Competitive salary.
• Healthcare plans (medical, dental, vision, and life) and pet insurance.
• 401(k)-company-matching plan.
• Maternity, paternal, adoption, and additional leave options.
• Paid time off.
• Free Learning Membership for you and your household (1:1 tutoring hours, unlimited use of on-demand services, and access to our online classes).
• Employee discounts.
• Unique opportunity to help transform how the world learns!

Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. (INDHP)