Family Success Manager

Job Description:

• Manage a portfolio of families, developing and executing engagement and retention plans tailored to each state's requirements and family needs
• Own the onboarding experience from enrollment through a successful start, including orientations, Q&A sessions, and parent 1:1s
• Ensure families understand learning expectations, attendance, learning logs, funding, ordering, academic supports, and key deadlines
• Assess student and family needs and determine appropriate interventions or connect families to tutoring, live support, or the Learning Team
• Maintain expert-level knowledge of the OpenEd platform, curriculum/resources, wallet/funding, ordering, tutoring, Learning Team, assessments, learning logs, attendance, onboarding, and partner districts
• Serve as the state subject-matter expert on program requirements, deadlines, enrollment and partner-district requirements, attendance and assessment rules, funding basics, grade placement rules, and state-specific parent pain points
• Host office hours and state-specific sessions
• Monitor family health and proactively intervene on learning log, assessment, attendance, and disengagement issues
• Own renewal by guiding returning families through re-enrollment questions and requirements
• Handle escalated cases and own family issues through resolution or handoff
• Own end-to-end family relationships and coordinate communication from other departments
• Lead Facebook community engagement for assigned states and monitor family sentiment
• Identify systemic issues and recommend process, communication, or training improvements
• Attend team meetings and perform other assigned duties
• Adhere to regulations, policies, procedures, and compliance obligations

Requirements:

• Prior experience in family/customer support or account management roles at scale
• Prior K-12, homeschool, or virtual education experience is a plus, not required
• Experience with CRM/support platforms such as HubSpot, Salesforce, or Zendesk is a plus
• Ability to handle a high volume of phone and email communication and meet monitored answer-rate and callback SLAs
• Commitment to maintaining flexible availability during traditional business hours in the Mountain Time Zone
• Familiarity with Google products such as Gmail, Calendar, Docs, Forms, Sheet, etc.
• Access to a smartphone, high-speed internet, computer, webcam, and headset
• Must be eligible to work in the U.S.

Benefits:

• Bonus offered
• Remote work
• Flexible availability during traditional business hours in the Mountain Time Zone
• Access to a smartphone, high-speed internet, computer, webcam, and headset