Responsibilities
- Own overall site performance and outcomes, including service quality, operational efficiency, and brand representation.
- Lead, coach, and support Customer Service Representatives to ensure consistent execution of job responsibilities and adherence to standards.
- Monitor individual and team performance, provide ongoing feedback, and address performance concerns in partnership with leadership.
- Foster a positive, student-centered team culture focused on accountability, engagement, and continuous improvement.
- Ensure an exceptional student experience across in-person, online, livestream, and satellite learning environments.
- Serve as a visible brand ambassador, elevating brand awareness and professionalism at the site and in the community.
- Coordinate and support site-based events for students, instructors, and external partners.
- Conduct classroom orientations and serve as a point of contact for student questions, concerns, and escalations.
- Manage day-to-day site operations, ensuring smooth execution of classes and student services.
- Oversee facility needs including utilities, cleaning services, building maintenance, and coordination of repairs.
- Act as the primary liaison with vendors and building management to resolve facility-related issues.
- Ensure the site remains safe, clean, functional, and welcoming for students, staff, and visitors.
- Track and report on site performance metrics and operational issues.
- Partner with the Senior Operations Manager to align site execution with broader Hondros goals and initiatives.
- Ensure compliance with company policies, procedures, and operational standards.
Requirements
- High school diploma or GED required
- Minimum of 3–5 years of experience in customer-facing roles required
- Proficiency in Microsoft Office (Outlook, Word, Excel)
- Strong customer service skills with a professional, tactful, and approachable demeanor
- Proven ability to multitask, prioritize, and apply critical thinking in a fast-paced environment
- Strong communication and interpersonal skills with the ability to lead, coach, and influence others
- Willingness and ability to work occasional evenings and weekends as needed to support classes and students
Nice to Have
- Some college preferred
- Prior leadership or site management experience strongly preferred
- Basic experience using CRM systems or similar software preferred
Work Arrangement
On-site
Additional Information
- Occasional evening and weekend hours required to support classes and students.
