About Marker Learning:
1 in 5 students has a learning disability such as dyslexia, which makes it harder for them to read, spell and write--despite their intelligence. While receiving a proper evaluation for a learning disability could be the most impactful event in a student’s life, only 4% of students receive a diagnosis because of the high costs of evaluations and lack of access to qualified psychologists. Undiagnosed students are 3x more likely to drop out of high school, 5x more likely to be unemployed, and tend to experience elevated levels of anxiety and depression. It’s estimated that early diagnosis of dyslexia and other learning disabilities could save the US over 72 billion dollars of economic impact and drastically improve the lives of millions of people.
Marker Learning is on a mission to make learning disability (e.g. dyslexia) assessments and diagnosis easier and more affordable for schools and parents. By leveraging proprietary technology developed by leading experts at Johns Hopkins, the end-to-end evaluation is completed in half the time and at 1/10th the cost of typical in person evaluations. We are a rapidly growing start up, backed by some of the most mission driven and reputable venture capital firms and education non-profits.
Join us in our mission to inspire and support all students on their unique learning paths.
About the role
We are seeking a dynamic and experienced Customer Operations Leader to oversee our School Success Coordinator team. The ideal candidate will be a strategic leader capable of optimizing team performance and driving operational efficiency while ensuring we create best-in-class customer experiences. This role includes a blend of leadership, operational prowess, and a deep commitment to customer satisfaction.
As a critical leader within the organization, your responsibilities center around the following key components of the role:
Leadership:
- Lead daily team activities to ensure top-tier service delivery and streamlined customer support processes.
- Act as a leadership sponsor for escalation challenges, independently devising solutions and identifying systemic challenges requiring process enhancements.
- Foster an inclusive environment that maximizes individual and team effectiveness, guiding employees to excel in customer satisfaction targets
- Train and mentor team members, cultivating continuous learning and professional development
- Monitor and evaluate team performance to exceed departmental KPIs, offering timely and comprehensive performance management and coaching.
- Collaborate with cross-functional teams to secure resources and commitments for process improvement and change management initiatives.
Operational Efficiency:
- Develop, implement, and standardize coordinator operating procedures ensuring accuracy, timeliness, and SLA achievement.
- Partner with leadership to identify and eliminate obstacles, autonomously driving solutions while promoting and supporting CS operations and best practices.
- Regularly update and revise SOPs to maintain up-to-date documentation.
- Identify improvement opportunities and autonomously implement solutions to enhance efficiency and customer satisfaction.
- Determine necessary metrics and reports to achieve operational excellence and customer satisfaction targets.
- Extensive experience with a support ticketing system like Zendesk is a must. Continuously audit and introduce new workflows to improve SLA achievement
Service Delivery:
- Implement best-in-class support practices to scale the organization while creating a student-first culture of service excellence
- Monitor Zendesk communications daily to ensure operational excellence and high-quality client experiences.
- Guide team members to exceed customer satisfaction targets and key performance indicators
- Develop a comprehensive knowledge base and FAQ library to facilitate accessible and helpful support practices that deliver on our student-first mission
- Serve as an escalation point for student report issues and district complaints, ensuring swift resolution and long term process improvements
- Implement innovative support practices, enabling seamless scaling to support multiple high-touch districts.
School Activation
- Develop and execute implementation plans tailored to different district needs, nuances, and stakeholders to ensure coordination efforts are optimized for best-in-class experiences
- Champion organizational best practices and standards for district activation, measuring launch performance to identify areas for improvement.
- Serve as a subject matter expert on core offerings and requirements for achieving clinical and operational alignment.
- Provide hands-on support for district launches, ensuring seamless testing experiences and rapid troubleshooting.
Qualities of the ideal candidate:
This role requires a results-oriented leader with a keen eye for process improvement, exceptional team leadership abilities, and a relentless dedication to customer satisfaction and operational excellence. Successful candidates will possess the following skills:
- Strategic Leadership: Demonstrates strong leadership skills in guiding and motivating teams toward achieving exceptional customer service while navigating complex challenges.
- Scalable Support Practices: Implements innovative support practices enabling seamless scaling, empowering team members to support multiple high-touch districts concurrently.
- KPI-Driven Management: Implements and maintains KPI-driven management strategies to continuously track and optimize team performance, ensuring alignment with organizational goals and objectives. Utilize KPIs as key benchmarks, fostering a culture of accountability and data driven decision making across the team.
- Empowering Mentorship: Possesses a collaborative and supportive approach in mentoring team members, fostering a culture of continuous learning and growth to maximize individual and team effectiveness.
- Operational Excellence: Exhibits a knack for operational efficiency, capable of developing, implementing, and standardizing procedures to improve accuracy, timeliness, and meet SLAs consistently.
- Analytical Skills: Has strong analytical capabilities, able to monitor, evaluate, and derive data driven insights in order to exceed departmental KPIs and enhance customer satisfaction.
- Stakeholder Engagement: Demonstrates exceptional communication skills and the ability to collaborate cross-functionally, forging partnerships with various teams to garner resources and support necessary for process improvements and change management initiatives.
Interested? Great! Here’s what you should know:
At Marker Learning, we know that our people are indispensable to achieving our mission, and we are building an inclusive environment that enables everyone to do their best work. In that spirit, we deliberately hire people from all walks of life — including, but not limited to, race, gender identity, sexual orientation, and disability status. We'd love to hear from you if you're motivated by our mission and eager to contribute to our team and culture.
We are a mission driven team out to provide reliable and affordable testing to every student who requires it. We believe that Marker Learning has the potential to change the evaluation landscape across the country. If you are as passionate as we are about this, we’d love to hear from you!
We are dedicated to building a diverse and inclusive workforce. Marker Learning provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as covered veteran in accordance with applicable federal, state, and local laws.
