Tutoroot is looking for an experienced Academics Support – K–12 to manage end-to-end operational delivery of its online tutoring programs. The role will ensure a consistent, highquality and reliable learning experience while maintaining operational efficiency, tutor utilization and customer satisfaction.
Key Responsibilities
Student Onboarding
- Manage the operational process from enrolment to commencement of classes.
- Ensure timely allocation of tutors and academic resources.
- Ensure student requirements are captured accurately.
- Minimize onboarding TAT.
Class Delivery & Scheduling
- Manage daily online class schedules.
- Ensure classes are conducted as per agreed schedules.
- Manage tutor availability and allocation.
- Minimize cancellations, rescheduling and missed classes.
- Ensure substitute tutor arrangements when required.
Tutor Management
- Coordinate tutor availability and utilization.
- Monitor tutor attendance and punctuality.
- Track tutor productivity and classroom performance.
- Work with Academic teams on tutor quality improvement.
- Maintain adequate tutor capacity based on demand forecasts.
Customer Experience
- Ensure timely resolution of student/parent concerns.
- Monitor customer complaints and escalations.
- Establish SLA and TAT for operational issues.
- Work with Customer Success to improve retention and engagement.
- Identify recurring customer issues and implement corrective actions.
Operational Excellence
- Standardize and improve SOPs across the student lifecycle.
- Identify process bottlenecks and eliminate operational inefficiencies.
- Introduce automation wherever possible.
- Build dashboards and operational MIS.
- Establish quality and productivity benchmarks.
Cross-Functional Coordination
- Work with Sales on student handover and enrolment information.
- Coordinate with Academic teams on curriculum and tutor quality.
- Partner with Tutor Management on tutor availability and allocation.
- Work with Customer Success on retention and customer satisfaction.
- Coordinate with Technology on platform issues and online classroom experience.
- Work with Finance on billing, refunds and revenue reconciliation.
Key KPIs
- Student onboarding TAT
- Class commencement TAT
- Class fulfilment %
- Tutor utilization %
- Class cancellation %
- Rescheduling %
- Tutor attendance %
- Student attendance %
- Customer complaint TAT
- Customer satisfaction / CSAT
- Student retention %
- Refund/cancellation %
- Operational cost per student
- SLA adherence
Ideal Candidate
- 8-10 years of experience in EdTech, K–12, online tutoring, education services, BPO/operations or customer operations.