Edtech.com's Summary

Stride, Inc. is hiring a Service and Support Project Manager. This role involves planning and executing projects that impact Service and Support teams, enhancing customer care and experience processes through technical and non-technical initiatives. The Project Manager collaborates with cross-functional teams to improve support systems and acts as a liaison between Service and Support and product/program owners.

Highlights

Responsible for strategic alignment, project planning, execution, and risk management.
Requires expertise in Microsoft Office Suite and knowledge of Salesforce is a plus.
Compensation ranges from $73,674.00 to $95,776.20, with potential bonuses and benefits.
Bachelor's degree in business administration or equivalent experience.
High-speed internet, an Ethernet connection, and a distraction-free home office setup required.
Proficient in verbal, written communication, and problem-solving skills.
No supervisory responsibilities, but requires strong leadership and organizational skills.
Manage escalations, customer issues, and ensure operational efficiency.
Capability to travel up to 10% of the time.
Familiarity with home-based or public/private education systems preferred.

Service and Support Project Manager Full Description

Service and Support Project Manager

US Nationwide - Remote

Full time

Job Description

Summary:
The Program Manager of Service and Support is a vital member of our cross-functional stakeholder team. This role is responsible for planning, deploying, and collaborating on projects and initiatives that impact both Service and Support teams and our internal and external customers. Reporting to the Director of Service and Support, the Program Manager will participate in both technical and non-technical projects aimed at enhancing enrollment, customer care, and experience processes. This includes improving technical support systems and implementing technological changes to enhance the long-term customer experience. The Program Manager will act as a liaison between Service and Support and product/program owners.

KEY RESPONSIBILITIES:

Strategic Alignment & Communication: Act as a liaison between the Service and Support organization and project/product management teams to ensure alignment with business objectives. Communicate upcoming initiatives and workflow changes to business leaders and stakeholders to promote transparency and collaboration.
Project Planning & Execution: Collaborate with project sponsors and cross-functional teams to define scope, deliverables, resources, and timelines. Lead the planning, coordination, and execution of projects that impact Service and Support, ensuring successful implementation of new initiatives.
Cross-Functional Collaboration & Support: Coordinate with project and product management teams to represent the Service and Support organization and ensure that upcoming initiatives are in-line with the organizational objectives and communicated to business leaders. Partner with internal and external teams to evaluate system or platform enhancements and ensure the needs of all end-users are understood and addressed.
Risk Management & Reporting: Analyze and mitigate project and program risks, proactively addressing potential issues. Develop and maintain project documentation and produce clear, timely reports and updates for stakeholders and leadership.
Process Improvement & Readiness: Identify opportunities for continuous improvement within processes and workflows. Ensure Service and Support teams are prepared for operational changes, and drive enhancements to increase efficiency and improve customer and employee experience.

ESSENTIAL FUNCTIONS:

Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential duties.

Use data-driven insights to suggest strategies for improving customer satisfaction, efficiency, and operational integrity.
Measure and track performance using standardized metrics and daily activity reports.
Compile and report team/product performance data and trends on a daily, weekly, and yearly basis.
Act as a Service and Support representative and attend weekly touch-point meetings with Program and Product stakeholders
Collaborate across departments to refine processes, drive revenue, and reduce operational costs.
Serve as an escalation point and knowledge resource for team members.
Work with multiple support and operations teams to recommend and implement strategies to improve customer experience.
Manage escalations and complex customer issues.
Continuously taking inventory of staffing needs and scheduling
Analyze support and service data to address performance gaps and improve processes, procedures, and training.

SUPERVISORY RESPONSIBILITES: There are no supervisory responsibilities in this role

MINIMUM REQUIRED QUALIFICATIONS:

Bachelor’s degree in business administration/project management or related field OR
Five (5) years in an advanced management role OR
Equivalent combination of education and experience

Certificates and Licenses: None required.

SYSTEM REQUIREMENTS:

Our work from home members are required to have and maintain High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible. 
Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.
Ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIONS:

Physical and Technical Requirements:

Sedentary work involving fluent typing, listening, speaking, extensive reading, repetitive motions, and prolonged computer use.
Daily access to a smart device (e.g., phone, tablet) capable of downloading and using apps.
Professional home office setup free from distractions during operational hours.
Ability to attend virtual training sessions via webcam.

Education and Knowledge:

Familiarity with home-based or public/private school education systems.
Thorough knowledge of home-based connectivity support.

Communication Skills:

Strong verbal and written communication skills.
Excellent listening skills with a consultative approach to customer service.
Proficient in telephone and email etiquette.
Ability to communicate effectively through multiple channels, including phone, voicemail, email, and chat.

Technical Proficiency:

Expertise in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, etc.) and PC/Internet applications.
Experience using SIS Platforms and creating new strategies / processes to improve all customers experience from onboarding and beyond
Proficiency in web-based applications; Salesforce experience is a plus.
Knowledge of Microsoft Windows Operating Systems (7, 8, 10, and XP).

Customer Service and Problem-Solving:

Strong problem-solving and analytical skills with a solutions-oriented mindset.
Resilient, detail-oriented, and accountable for high-quality work.
Ability to manage high call volumes and maintain positive team morale.

Professional and Personal Qualities:

Ability to prioritize competing tasks effectively to deliver results.
Independent and team-oriented work capabilities.
Open to feedback and guidance, demonstrating adaptability and improvement.
Exceptional leadership, time management, facilitation, and organizational skills
Outstanding working knowledge of change management principles and performance evaluation processes
Resilient and positive contributor to team dynamics.

Additional Requirements:

Ability to own and execute projects with minimal supervision.
Capability to travel up to 10% of the time (e.g., team-building activities).
Ability to clear required background check.

DESIRED QUALIFICATIONS:

Previous experience with Stride/K12
Previous experience in working in a contact center with supervisory experience
Salesforce Experience
Previous customer service or sales experience with proven record of achievement

WORK ENVIRONMENT: The characteristics of the work environment described here represent those that an employee may encounter while performing essential job functions. Reasonable accommodation(s) can be provided to enable individuals with disabilities to perform these essential functions.

This position is fully remote and accessible to residents of all 50 states and Washington, D.C.
A dedicated, quiet workspace free from distractions is required to perform tasks efficiently and professionally.
Reliable high-speed internet access is necessary to ensure uninterrupted workflow and communication.
Availability to attend virtual meetings or training(s) via video conferencing software may be required.
Compensation & Benefits: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level. Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections. Offers will typically be in the bottom half of the range.
We anticipate this position will pay a salary of $73,674.00 to $95,776.20. This salary is not guaranteed, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Eligible employees may receive a bonus. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Job Type
Regular

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting stridecareers@k12.com.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Original Job Description