Strategy & Operations Manager

We are looking for a driven and highly organized Strategy & Operations Manager to join our team. This is a foundational role — you will be the first person dedicated to owning process for the operations team across our business. From student onboarding to counselor matching to post-program follow-up, you will identify gaps, design solutions, and implement systems that allow our team to operate at scale.

If you thrive in ambiguous environments, love building structure where none exists, and are energized by rolling up your sleeves to get things done — this role is for you. This is an in-person role requiring 5 days/week in our NYC office (Gramercy).

•   Audit existing workflows across student success, counselor matching, and customer communications
•   Design and document repeatable, scalable processes for key operational touchpoints
•   Own the end-to-end update cycle for operational assets (welcome emails, onboarding materials, student forms, etc.) so leadership is no longer the bottleneck
•   Build frameworks for recurring operational challenges such as re-matching, student engagement drop-off, and results collection

•   Map the full customer journey from first inquiry through program completion
•   Identify friction points and implement solutions to improve the parent, student, and counselor experience
•   Develop a structured process for managing re-match requests, including escalation paths and communication templates
•   Design a system to capture student outcomes post-program (results, feedback, testimonials) even when response rates are low

•   Take hands-on ownership of our CRM (HubSpot) — configure workflows, set up automations, and maintain data hygiene
•   Build tracking systems for larger package programs with multiple sub-programs, including start-date capture and milestone monitoring
•   Identify which customer support processes to automate vs. keep high-touch, and implement accordingly

•   Build and launch our first community management framework for students and families
•   Own the creation, QA, and continuous improvement of all outbound communications (welcome emails, check-ins, reminders)
•   Partner with the student success team to ensure day-to-day issue resolution is supported by clear, documented processes

•   Develop a reliable system for capturing and updating counselor availability
•   Work cross-functionally to improve the pre-purchase counselor interaction experience for parents
•   Standardize the information flow between counselors and internal teams regarding student progress

•   5+ years of experience in strategy, operations, or a similar process-building role
•   Demonstrated experience designing and implementing new processes for a customer-facing team (customer success, student success, account management, or similar)
•   Hands-on CRM experience — you have personally configured workflows in HubSpot or a comparable platform
•   Strong written communication skills — you can write a crisp email, draft a clear SOP, and spot when something doesn't read right
•   Comfortable using AI tools to accelerate content creation, process documentation, and problem-solving
•   A systems thinker who also executes — you enjoy designing the solution and then building it yourself
•   Highly organized, detail-oriented, and able to manage multiple workstreams simultaneously
•   Collaborative and low-ego — you will work closely with our student success managers and must earn trust quickly

•   Prior experience in education, edtech, tutoring, college counseling, or a related field
•   Experience building community management programs or student/parent-facing engagement initiatives
•   Familiarity with portal or LMS configuration
•   Experience designing automation workflows that balance operational efficiency with a personalized customer experience

• Amazing people with a great vision and values
• Mission-driven team culture focused on student success
• Your work directly impacts the lives and careers of students across the globe
• Health, dental, and vision insurance, base plans 100% employer paid
• Flexible paid time off (PTO) and paid holidays
• 401(k) with company match