OpenEd.co

Customer Success Manager

• 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

Family Success Manager

Administrative Assistant

• Execute processes for collecting, maintaining, monitoring, and reporting Student Engagement data
• Complete administrative processes related to student records, documentation, compliance requirements, and data integrity
• Complete recurring reporting processes and update dashboards, scorecards, records, and performance metrics
• Support operational cadences, communications, planning cycles, leadership support activities, and follow-through processes
• Use and maintain administrative systems, documentation, workflows, and productivity tools
• Learn and follow established administrative processes across the Learning Division
• Identify and communicate process issues, errors, or recurring challenges to the appropriate team member or manager
• Support the Learning Division as an Administrative Specialist I
• Report to the Office Manager, Learning Division

Administrative Specialist

Trainer

• Learn Learning Division SOPs, systems, and workflows to an expert level
• Deliver training on administrative processes, tools, systems, and workflows to new and existing team members
• Provide coaching and reinforcement to learners needing support
• Develop and implement training protocols and practical learning experiences
• Adapt training to different experience levels, learning needs, and technology familiarity
• Assess learner understanding and proficiency through practice and demonstration
• Create, update, organize, and maintain training materials, process guides, instructional resources, and training videos
• Ensure training content is accurate, clear, visually effective, and aligned with current SOPs
• Identify gaps and outdated materials and communicate recommended updates
• Validate SOPs by following and teaching them in practice
• Identify and document unclear, inefficient, or ineffective processes and communicate issues to process owners
• Validate revised SOPs and provide feedback on whether issues were resolved
• Assess employee competency, identify knowledge gaps and recurring mistakes, and recommend training improvements
• Develop proficiency in Learning Division software and teach effective use
• Complete administrative and recurring operational tasks during periods of lower training demand
• Report to the Learning Division Administrative team and collaborate with process owners and leaders across the division

Family Success Manager

Administrative Specialist

Administrative Trainer