Family Success Manager

Summary

OpenEd is an education company focused on providing customized learning resources and support to students and families across the country. The Family Success Manager owns the success of an assigned portfolio of families from onboarding through re-enrollment, driving engagement, retention, proactive support, and issue resolution. The role also serves as a state subject-matter expert and escalation point for complex family needs.

Responsibilities

• 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 the appropriate intervention, including additional academic support or connect them to tutoring, live support, or the Learning Team
• Maintain expert-level knowledge of the OpenEd platform, curriculum/resources, wallet/funding, ordering, tutoring, the Learning Team, assessments, learning logs, attendance, onboarding, and partner districts
• Serve as the state SME on program requirements, state 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 (e.g., assessments) to deepen family understanding
• Maintain working knowledge of adjacent areas (e.g., SPED, curriculum options) sufficient to support families directly and know when to elevate to the Learning Team
• Own family health monitoring for the assigned book of families, running proactive health checks to surface problems before they escalate
• Proactively intervene on learning log, assessment, and attendance issues
• Help families understand what’s needed to remain active, and intervene before a family reaches the point of withdrawal
• Identify disengaging families and re-engage them
• Own renewal by guiding returning families through re-enrollment questions and requirements
• Handle the tough cases frontline support can't resolve, and decide how to make it right for the family
• Own the family’s issue until it’s appropriately resolved or handed off; never leave a family to bounce between departments unassisted
• Own the family relationship end to end, including communication from other departments, so families never get mixed messages or bounce between teams
• Lead Facebook community engagement for your assigned states, spotting trends in family sentiment and deciding when and how OpenEd responds, including questions tagged for OpenEd HQ
• Identify recurring or systemic issues and recommend process, communication, or training improvements, supported by SOPs
• Attend team meetings as requested or required
• Lead by example to foster an environment that is supportive of OpenEd’s values and represent OpenEd with a high level of integrity and professionalism
• Adhere to all federal, state and/or local regulations, OpenEd policies and procedures, and other compliance obligations
• Perform other duties as assigned

Skills

• Prior experience in family/customer support or account management roles at scale
• Ability to handle a high volume of phone and email communication and meet monitored answer-rate and callback SLAs
• Familiarity with Google products such as Gmail, Calendar, Docs, Forms, Sheet, etc
• Must be eligible to work in the U.S
• 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

Qualifications

Must Haves

• Prior experience in family/customer support or account management roles at scale
• Ability to handle a high volume of phone and email communication and meet monitored answer-rate and callback SLAs
• Familiarity with Google products such as Gmail, Calendar, Docs, Forms, Sheet, etc
• Must be eligible to work in the U.S

Nice to Haves

• 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