Tutor Operations Manager

Description:

The Tutoring Operations Manager will work closely with the Tutoring Product team to support and manage the effective delivery of Live Class sessions to language learners. Responsibilities for this role include working with Pearson ELL’s 3rd party Tutoring providers to ensure that Tutor onboarding, training and ongoing quality requirements are met and adhered to. The TOM will also be responsible for developing and managing the delivery schedules for the tutoring product to ensure that the Live Class timetable meets learner’s needs and that all scheduled live classes have the required level of Tutoring support. It is also anticipated that the TOM works closely with the Product and Engineering teams and is responsible for collecting, analysing & cascading tutor feedback to ensure the tutors' view feed into the continuous product dev process, to ensure that both the Learner and Tutor user experience is continuously enhanced and optimized.

Primary Responsibilities:

• Work with 3rd Party Tutoring providers to onboard, train, and supervise a team of tutors to deliver Live Classes to students online via Pearson ELL products;
• Collaborate with the customer support team to handle any arising tutors tech issues logged via the dedicated tutor feedback mechanisms.
• Ensure and monitor teacher intervention in the case of low student participation/performance;
• Collaborate with Pearson ELL colleagues to develop and implement policies and procedures as required;
• Communicate and collaborate effectively with Governance Lead to ensure fullimplementation of Tutoring policies and procedures;
• Conduct quality evaluations on the class sessions, ensure high quality feedback is provided to the Product Team, 3rd Party and Engineering team on a regular basis, where appropriate.
• Ensure team of 3rd Party Tutors exhibit and maintain a high level of professionalism, instructionalsupport, and customer service;
• Maintain a high level of communication with 3rd Party Providers to ensure that Tutoring quality and performance are regularly reviewed and standards maintained.
• Assist 3rd Party and their Tutors with implementing any program changes and/or new software applications;
• Ensure any tutor training or other tutor management documentation is regularly reviewed and maintained
• Analyze data to identify trends and areas of improvement to increase efficacy;
• Exemplify the company’s core values; and
• Additional duties as assigned.