About Marker Learning:
1 in 5 students has a learning disability such as dyslexia, which makes it harder for them to read, spell and write--despite their intelligence. While receiving a proper evaluation for a learning disability could be the most impactful event in a student’s life, only 4% of students receive a diagnosis because of the high costs of evaluations and lack of access to qualified psychologists. Undiagnosed students are 3x more likely to drop out of high school, 5x more likely to be unemployed, and tend to experience elevated levels of anxiety and depression.
It’s estimated that early diagnosis of dyslexia and other learning disabilities could save the US over 72 billion dollars of economic impact and drastically improve the lives of millions of people.Marker Learning is on a mission to make learning disability (e.g. dyslexia) assessments and diagnosis easier and more affordable for schools and parents. By leveraging proprietary technology developed by leading experts at Johns Hopkins, the end-to-end evaluation is completed in half the time and at 1/10th the cost of typical in person evaluations. We are a rapidly growing start up, backed by some of the most mission driven and reputable venture capital firms and education non-profits.Join us in our mission to inspire and support all students on their unique learning paths.
About the Role:
We are seeking a dynamic Customer Experience Manager for our School Operations team. The ideal candidate will be a strategic leader capable of optimizing team performance and driving operational efficiency while ensuring we create best-in-class customer experiences. This role includes a blend of leadership, operational prowess, and a deep commitment to client satisfaction.
What you’ll do:
- Lead, mentor and grow a team of five coordinators, and oversee day-to-day school operations and service delivery of psychoeducational evaluations
- Monitor and evaluate team performance to exceed department KPIs and meet SLAs, offering timely and comprehensive performance management and coaching
- Support career and professional development of team members by conducting weekly team meetings and 1:1s that provide learning and growth opportunities
- Foster a positive and collaborative team environment that is proactive, and solutions-oriented paired with creating a student-first culture of service excellence
- Serve as an escalation point of contact ensuring swift resolution and long-term process improvement
- Develop and elevate customer experience protocols and procedures, ensuring consistency and efficiency in the client journey that allows the autonomy of our front-line teams to operate 6-days a week (Mon to Sat)
- Leverage Zendesk Support, Explore & Guide to its full potential by optimizing ticketing, reporting, and automation features.
- Work closely with the School Success to develop a comprehensive knowledge base, streamline operational workflows, and implement innovative support practices that will enable seamless scaling in multiple districts throughout the United States
- Partner with School Implementation and Success to provide hands-on support for district launches tailored to different needs, nuances, and stakeholders to ensure coordination efforts are optimized for best-in-class experiences such as seamless testing experience and rapid troubleshooting
- Collaborate cross-functionally with Operations, School Success, and Marketing teams to establish feedback loops to gather quantitative and qualitative customer insights, driving data-driven decisions and continuous process improvements across the organization
- Partner with Leadership to identify obstacles, autonomously driving solutions while promoting and supporting CX best practices
Qualities of the ideal candidate:
- 4+ years of people experience management in a fast-paced environment
- Ability to lead by example and empower team members to reach their full potential
- Passionate about the mission of Marker Learning
- Empathetic nature and the ability to create meaningful connections with clients
- Strong analytical skills and the ability to make data-driven decisions
- Adaptable and reactive to changing business needs and initiatives
- Demonstrated ability to be proactive and take initiative
- Excellent communication skills and ability to work cross-functionally & build strong relationships
- Experience with platforms such as Zendesk
Interested? Great! Here's what you should know:
At Marker Learning, we know that our people are indispensable to achieving our mission, and we are building an inclusive environment that enables everyone to do their best work. In that spirit, we deliberately hire people from all walks of life — including, but not limited to, race, gender identity, sexual orientation, and disability status. We are a mission-driven team out to provide reliable and affordable testing to every student who requires it, and we believe that Marker Learning has the potential to change the evaluation landscape across the country.
We'd love to hear from you if you're motivated by our mission and eager to contribute to our team and culture!We are dedicated to building a diverse and inclusive workforce. Marker Learning provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as covered veteran in accordance with applicable federal, state, and local laws.
