Senior School Operations Support Specialist at K12 Services in Herndon, Virginia

Job Description:

 

• Meet Stride


• Success Stories


• Responsibility and Inclusion

Over 20 years ago, Stride was founded to provide personalized learning — powered by technology. We reached students where they were in their own journeys. We knocked down their barriers to great education. And we gave every learner equal opportunity to succeed — however they defined success. Stride innovated the learning experience with online and blended learning that prepared them for their lives ahead.

Stride is a community of passionate leaders.  Whether teachers, engineers, curriculum writers, or financial managers — whatever your expertise or role, we all work to empower futures through learning. And changing the trajectory of learning itself is one of our greatest missions.  Join us in developing more effective ways to learn and helping learners build the skills and confidence they need to make their way forward in life.

The Senior School Operations Support Specialist  provides school operations support and expertise for both internal and external customers with an emphasis on school launch, account access and maintenance, enrollment, and compliance activities across all supported systems.

Essential Functions:   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Provides troubleshooting and solution in a timely manner to complex customer issues, requests, and problems, having experience and advanced knowledge of systems, products, and processes; refer only the most complex issues to higher levels


• Manages school operations and maintenance activities related to course availability, enrollments, system set up, semester and year end transition, etc. across all supported platforms


• Works with schools and production support engineers to troubleshoot system related issues and updated customers accordingly


• Maintains operations-based and school-based reports, as deemed necessary


• Facilitates access request for customers and internal K12 staff for all supported systems


• Serves as an information resource and liaison to key departments and provide ongoing support to team members and both internal and external customers


• Modifies, alters and/or adapts existing procedures or methods to meet changing situations or conditions within the overall framework of operating guidelines, principles or organizational requirements


• Decides time, place and sequence of operations of a process, and notifies supervisor of the need for revision of goals, policies or procedures on the basis of analysis of data and situation


• Fosters strong working relationships with Sales, Client/Account Management, Product Development, IT, and other key stakeholders, soliciting regular feedback, and responding proactively to any concerns to ensure all clients operational needs are met


• Contributes to the integrity, confidentiality, and security of all student records per policy


• Advocates best practices and solutions based on experience to ensure operation efficiency and optimal customer experience

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

Minimum Required Qualifications:   

• High School Diploma AND


• Five years of relevant work experience OR


• Equivalent combination of education and work experience

Certificates and Licenses: None required.

Other Required Qualifications: 

• Flexibility in working hours to include increased volume supporting start of school year


• Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.


• High level of attention to detail with focus on quality while working in a high-volume environment


• Ability to work efficiently and effectively independently as well as collaboratively  


• Team player with positive, flexible attitude, integrity, and strong interpersonal skills


• Strong oral and written communication skills with strong conflict and problem resolution skills


• Strong customer service skills and prior experience providing customer support


• Ability to manage and deliver on competing priorities


• Self-motivated and takes initiative to solve problems


• Ability to assimilate business policies and processes into practice


• Ability to define appropriate approach to achieve desired results


• Ability to translate complicated technical or business language into customer friendly messaging


• Ability to pass required background check

Desired Qualifications:  

• Prior K12 experience is highly desirable


• Experience with Salesforce a Plus


• Ability to learn new technology tools quickly (e.g., database and web-based tools)


• Experience using student information systems, learning management systems, and other types of databases


• Bachelor’s Degree

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This is a home based position.  This position is open to residents of, and may be performed remotely from Washington, D.C., and from any state except Colorado. 

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age,, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description

Apply Now