Operations Supervisor (EDTech / Online School Experience) at Brint School

Job Summary

• The Operations Supervisor will oversee day-to-day operational performance across Brint’s academic and support teams, ensuring smooth class delivery, accurate reporting, and seamless tutor-parent coordination.
• You’ll manage a team of 10–20 operations and customer-facing staff, drive compliance with company processes, and introduce systems that ensure accountability, service quality, and efficiency as we scale.
• This is a role for someone who has done this before — someone who understands the operational heartbeat of an EdTech company and can bring order, systems, and calm leadership to a growing team.

Responsibilities
Operational Leadership & Team Oversight:

• Supervise the daily activities of the operations team (customer service reps, scheduling officers, and academic operations assistants).
• Ensure accurate tracking of classes, attendance, tutor performance, and client feedback.
• Lead weekly operations meetings, review performance dashboards, and coordinate action plans for service issues.
• Mentor, train, and support the team to maintain high communication standards and professional execution.

Process Management & Systems Efficiency:

• Develop, document, and refine SOPs for class scheduling, missed class recovery, progress reporting, and escalation loops.
• Collaborate with the tech and QA teams to improve automation and reporting systems.
• Monitor data accuracy in invoices, reports, and tutor schedules to reduce manual errors.
• Champion process improvement initiatives to reduce delays, duplication, and rework.

Client & Tutor Coordination:

• Oversee client satisfaction loops — ensuring timely response to parent concerns, missed classes, and report uploads.
• Supervise tutor allocation, performance tracking, and class scheduling in line with client expectations.
• Escalate complex client issues to the COO with clear data-backed context.

Performance Monitoring & Reporting:

• Generate weekly and monthly performance reports on class completion rates, tutor compliance, and client satisfaction.
• Maintain detailed records of operational cases and ensure transparent follow-up.
• Use metrics to identify weak links in the operations chain and recommend actionable solutions.

Cross-Department Collaboration:

• Work closely with the COO, Academic Consultants, and Accounts to ensure operational alignment and accurate billing.
• Coordinate with the HR and Training teams on recruitment and onboarding of tutors and operations staff.
• Support the design and rollout of scalable operational systems for Brint Global and Brint NG.

Requirements
Education & Experience:

• Bachelor’s Degree in Education, Business Administration, Operations Management, or related field.
• 4–6 years of hands-on operations experience in an EdTech company or online school.
• Must have led or supervised an operations team of 10–20 people (schedulers, CSRs, or learning operations staff).
• Proven experience managing virtual learning systems, tutor coordination, and client communication in an education-technology context.

Technical Skills:

• Strong proficiency with Google Workspace, Excel/Sheets, CRM tools, and class-scheduling platforms.
• Familiarity with LMS or virtual learning tools (Google Meet, Zoom, Calendly, ClassDojo, etc.).
• Data-driven mindset with strong analytical and reporting skills.

Soft Skills

• Calm under pressure, emotionally intelligent, and firm on structure.
• Exceptional communication and leadership ability.
• Strategic thinker with the ability to translate big vision into daily execution.
• High personal integrity, professional maturity, and alignment with Brint’s excellence culture.

What We Offer

• Opportunity to work at the heart of a growing global EdTech brand.
• A performance-driven, innovative, and values-aligned team culture.
• Competitive pay structure and clear growth path within the operations leadership track.