Operations Supervisor (EDTech / Online School Experience Required)

Description We’re building a system-driven, data-smart, and emotionally intelligent organization — and we’re looking for an Operations Supervisor who’s built and led operational excellence within a high-growth online school or EdTech company. Role Summary The Operations Supervisor will oversee day-to-day operational performance across Brint’s academic and support teams, ensuring smooth class delivery, accurate reporting, and seamless tutor-parent coordination. You’ll manage a team of 10–20 operations and customer-facing staff, drive compliance with company processes, and introduce systems that ensure accountability, service quality, and efficiency as we scale. This is a role for someone who has done this before — someone who understands the operational heartbeat of an EdTech company and can bring order, systems, and calm leadership to a growing team. Key Responsibilties Operational Leadership & Team Oversight: Supervise the daily activities of the operations team (customer service reps, scheduling officers, and academic operations assistants). Ensure accurate tracking of classes, attendance, tutor performance, and client feedback. Lead weekly operations meetings, review performance dashboards, and coordinate action plans for service issues. Mentor, train, and support the team to maintain high communication standards and professional execution. Process Management & Systems Efficiency: Develop, document, and refine SOPs for class scheduling, missed class recovery, progress reporting, and escalation loops. Collaborate with the tech and QA teams to improve automation and reporting systems. Monitor data accuracy in invoices, reports, and tutor schedules to reduce manual errors. Champion process improvement initiatives to reduce delays, duplication, and rework. Client & Tutor Coordination: Oversee client satisfaction loops — ensuring timely response to parent concerns, missed classes, and report uploads. Supervise tutor allocation, performance tracking, and class scheduling in line with client expectations. Escalate complex client issues to the COO with clear data-backed context. Performance Monitoring & Reporting: Generate weekly and monthly performance reports on class completion rates, tutor compliance, and client satisfaction. Maintain detailed records of operational cases and ensure transparent follow-up. Use metrics to identify weak links in the operations chain and recommend actionable solutions. Cross-Department Collaboration: Work closely with the COO, Academic Consultants, and Accounts to ensure operational alignment and accurate billing. Coordinate with the HR and Training teams on recruitment and onboarding of tutors and operations staff. Support the design and rollout of scalable operational systems for Brint Global and Brint NG. Requirements Education & Experience: Bachelor’s Degree in Education, Business Administration, Operations Management, or related fields 4 - 6 years of hands-on operations experience in an EdTech company or online s