Program Support Manager (Tutor and Client Management)Do you have exceptional customer service skills, a phenomenal attention to detail, and a love of coaching and mentoring?The Program Support Manager role might just be the career opportunity you have been waiting for!The Program Support Manager role will provide you:The ability to make a difference in the lives of students and their education journey by nurturing and coaching our tutors to support their students and families.An inclusive and welcoming team culture.The opportunity to network and meet a range of people.Ongoing professional development and career opportunities.Flexible, full-time working conditions including the opportunity to work from home 2 days a week.A progressive and flexible workplace where our team and the families we support are at the heart of everything we do.Who are we?At A Team Tuition, we strive to inspire transformation through academic support and mentoring. Our fundamental pillars of mindset, strategy, and support are at the heart of everything we do, and our goal is to provide our students with the opportunity to succeed in school and life. With our core INSPIRE values of integrity, nurture, service, passion, innovation, resilience, and empowerment, we are looking for someone that cares about education and knows the impact that supporting families can make.About the RoleThe Program Support Manager role supports, coaches and leads a team of Tutors to ensure they deliver on the families that entrust their children's goals with us. This position is instrumental in making a difference in the lives of students and their education journey, nurturing our client families by working with a team of Tutors and their students to ensure consistently high delivery of our programs. Our Tutors are University students that are employed by us. A vital part of this position is the ability to build strong and lasting relationships with both a team of Tutors and their associated families. This role is ultimately responsible for creating an environment where both our clients and Tutors feel supported, appreciated, and connected.In this role you will be responsible for the following outcomes:Client retention and engagement,Tutor retention and engagement, andPackage completion and value retention.The key activities required to achieve these outcomes include:Tutor coaching and managementClient management and administrationPerformance monitoring and reportingTutor Coaching and ManagementTutor Support: Understand the challenges and concerns faced by each Tutor, providing empathetic support to address capability gaps and support their individual training needs. This will be addressed through both regular individual coaching and team group meetings.Problem Solving and Adaptability: Address challenges faced by Tutors by troubleshooting issues, finding effective solutions, and assisting in adapting strategies to ensure success in their roles. This includes both program session support and technical support.Coaching and Developing: Coach and encourage Tutors, fostering enthusiasm and dedication even when confronted with challenges, and reinforcing the importance of maintaining a positive mindset in delivering each of their student's expected outcomes.Client ManagementFeedback: Foster a culture of transparency, trust, and continuous improvement by collecting and sharing feedback between Tutors and clients to enhance the overall program experience. Actively solicit constructive feedback from both Tutors and clients.Program Support: Provide advice and answer queries regarding program completion, goals, and amendments.Tutor Transfers: Communicate and manage changes to Tutors for both short term and long-term program support.Program Performance: Monitor and communicate goal achievement and program completion through regular reporting and contact as per contact matrix.Program Re-enrolment: Facilitate program continuation, ensuring value is retained and grown.Performance Monitoring and ReportingAdministration and Data: Ensure accuracy and timeliness in the data captured on each Tutor and student in our CRM, Salesforce.Program Completion: Ensure all student programs are successfully completed within the program completion timeframe. This includes tracking program goal achievement and actioning or intervening with Tutors as required.Program Quality: Review and monitor program quality and consistency by reviewing session note quality and providing feedback to Tutors when reviewing sessions.About YouAre you ready to take your career to the next level? We are seeking an extraordinary individual who possesses a unique blend of passion, talent, and expertise to join our dynamic team. Are you passionate about education and building strong relationships? If so, we have an exciting opportunity for you!As a Program Support Manager, you are the primary point of contact for your team of Tutors. Your ability to build strong relationships (mostly over the phone and online), along with your effective communication skills, mean that you are skilled at navigating various communication styles, and providing leadership support to a young, and dynamic team just beginning their career journey. You will demonstrate the capability to deliver and execute program performance through your exceptional mentoring and coaching skills as well as your ability to solicit, identify and act on feedback. Overall, you have the goals of A Team Tuition, our Client families, and our team front of mind, making client centric decisions that will result in exceptional service delivery outcomes.To be successful you will have the following:Evidence of further study (Bachelor degree or equivalent) OR relevant industry experience.An eye for the important details, with exceptional administration and action management abilities.Coaching, training and leadership experience.Exceptional collaboration and communication skills.An empathetic and supportive leadership style.Strong planning and prioritising skills with the ability to determine and make decisions about priorities.A passion for education and a desire to make a positive impact.Previous tutoring or education experience is highly valued but not compulsory.If you are ready to embark on a rewarding journey where you can utilise your leadership skills to impact the success of our students and the development of our Tutors, we would love to hear from you!Please submit your resume and a cover letter outlining your relevant experience and why you are the perfect fit for this role. We look forward to reviewing your application and potentially welcoming you to our team!TO APPLY:Click the Apply button and please include your resume and a cover letter.
#J-18808-Ljbffr