Director, Community Operations

| Greater NYC Area

For the 2018-19 school year, Newsela will be putting increased focus on its community of educators and school administrators and the Community Team will be central to these efforts. We want all educators to see Newsela as a crucial and integral part of their instructional work, not just a tool that they will use occasionally in their classrooms. New teams have been created within Community to focus on engagement and curriculum alignment for its PRO Customers The reorganization of the Community team will also involve a reorganization of workflow, with all operations centralized into a new group: Community Operations.

The Community Operations Director will bring a new focus to the team that will ensure we are responsive to all teachers in a highly productive but also highly efficient manner, leveraging automation, best practices to create operational processes that are first class. You will be primarily responsible for building a team of operations managers and staff that will track everything we do as a team and instill a culture of constant improvement. You will work closely with the other leaders in Community and across the organization, in particular Account Management within Sales, Product Marketing, and the Product Managers within the Product team.

The successful candidate is a natural leader, is organized, detail oriented, entrepreneurial and loves working with educators and non-educators alike. You are ready to help us scale our capabilities at a fast rate, doubling operational capacity in the first six months. You will lead a team that will take over all Community operations, including support operations, provisioning and all teacher support, along with troubleshooting, data analysis, email outreach for onboarding and engagement, and all reporting.

You will lead a team of education technology innovators that will operate at the pace and quality of the very best and most admired SaaS companies and will be critical to Newsela’s overall success in its mission to unlock the written word for everyone.

Responsibilities

  • Be a leader by example at a fast-growing education company.
  • Work with management teams within and outside of Community to fulfill Newsela’s overall company goals.
  • Create recruitment strategy to find the very best operations and analytics staff.
  • Create efficient workflows to maximize output without ever sacrificing quality.
  • Track and report all activities and build a culture of constant improvement through the Community operations team, as well as the entire Community team.
  • Develop a set of KPIs that are aligned to company goals and to assure the Community teams remain focused on constant improvement.
  • Manage outsource vendors including temps and operations/business consultants,
  • Work with Newsela Operations and Finance teams to oversee smooth and accurate payments to vendors.
  • Oversee and coordinate all systems support tools, including not not limited to SalesForce, Zendesk, Django, Looker, and online chat.

The Ideal Candidate

  • Bachelor’s Degree
  • 5+ years working in operations environments, preferably at revenue- and growth-focused companies.
  • 2+ years operations management expertise
  • Demonstrated project management experience.
  • Proven knowledge of CRM tools including SalesForce.
  • Demonstrated experience developing, training and mentoring a high performing community operations team

Some Plusses Include

  • Master’s degree
  • Excellent communication, relationship building, and interpersonal skills
  • Community and customer service experience.
  • Experience working at a fast-growing start-up, preferably in SaaS.
  • Understanding of the challenges of teachers and school administrators.
  • Organized and able to thrive in a fast-paced environment.
  • Entrepreneurial, proactive and takes initiative.
  • Comfortable with technology and able to select and implement various software tools.
  • Experience using Data analytics tools (Looker)
  • Familiar with K12 Education
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • SanicFrameworks
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen

Location

475 Tenth Avenue, New York, NY 10018

An Insider's view of Newsela

What’s the vibe like in the office?

The Newsela office is a collaborative workspace. The office is designed to reflect the clients we serve. We have office spaces named after favorite children's books and letters from teachers posted to bulletin boards. We love to keep our mission of "Unlocking the Written Word for Everyone" top of mind.

Ariel

Sales Development Representative

What projects are you most excited about?

Here at Newsela we are constantly trying to improve. This is especially true when it comes to back to school time. How do we get schools, teachers, and students using Newsela at a high level as quickly and seamlessly as possible is a question I think about almost daily. I am so excited about what the start of the 2018-2019 School Year will bring!

Lauren

Educator Specialist

How has your career grown since starting at the company?

I've actually grown leaps and bounds at Newsela! I initially started out as an enterprise sales development representative and went through a mentorship program to transition to the account management team! I cannot measure the amount of growth I've experienced the past two years.

Emma

Account Manager

What is your vision for the company?

Newsela offers all the content teachers need. Students are excited to read, to make learning fun and engaging. It's more than accessibility and thoughtfulness and inclusivity - I want everyone to be reading, and I want Newsela to be the experience that helps them build the skills to get them there.

Emily

Content Partnerships

How do your team's ideas influence the company's direction?

Marketing is at the core about how people feel about Newsela, so we're always thinking about ways to delight not just our users, but anyone facing challenges we're looking to solve. That could be specific to personalized learning or differentiated instruction, or broader topics concerning school climate and culture.

Sho

Marketing Communications Manager

What are Newsela Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
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