Academic Operations Manager

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Stride, Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2000

📚 Education

🛍️ eCommerce

☁️ SaaS

Education • eCommerce • SaaS

Stride, Inc. is an innovative company focused on transforming education through online learning and personalized teaching. It serves a diverse range of learners including K–12 students, adult learners, military families, businesses, and school districts. Stride offers a variety of educational products and services, which include K–12 education solutions, career development programs, and personalized tutoring. With a commitment to social responsibility and inclusion, Stride aims to help learners of all ages achieve their full potential by providing flexible and effective learning opportunities both in online public schools and beyond. Stride is also involved in developing tools for educators and supporting businesses by offering career development options and access to a talented workforce. The company is publicly traded on the NYSE under the symbol LRN.

📋 Description

• Manage the daily operations of the Support team, ensuring work is completed accurately, timely, and in alignment with established service expectations. • Lead, coach, and develop team members by setting clear expectations, monitoring performance, providing feedback, and supporting accountability. • Oversee case intake, triage, routing, escalation, and resolution processes to ensure consistent service delivery and timely support for schools, students, families, teachers, and internal partners. • Monitor, analyze, and report on team performance, production output, quality results, backlog, SLA adherence, and support trends to identify risks, support accountability, and drive operational improvements. • Maintain and improve standard operating procedures, workflow documentation, training resources, escalation protocols, and quality standards. • Partner with academic, IT, data, product, and school-facing teams to resolve operational issues, support system/process changes, and improve cross-functional execution. • Lead operational readiness for peak support periods, school launches, academic calendar transitions, system updates, and other high-volume business cycles. • Identify process gaps, recurring issues, and manual workarounds; recommend and implement improvements that increase efficiency, accuracy, and service consistency. • Prepare clear updates for leadership regarding team performance, operational risks, staffing needs, process improvements, and key priorities.

🎯 Requirements

• Ten (10) years of related professional experience in academic operations, education operations, customer support, service delivery, production support, or a related operational function. • Five (5) years of leadership experience, including direct people management, team development, performance management, and operational accountability. • Demonstrated ability to lead teams, manage competing priorities, improve processes, and drive results in a fast-paced operational environment. • Experience monitoring performance metrics, service levels, quality standards, backlog, production output, and operational trends. • Strong interpersonal, written, and verbal communication skills with the ability to work effectively with frontline teams, leadership, and cross-functional partners. • Ability to create a team environment that supports accountability, active listening, professional communication, and constructive problem-solving. • Ability to travel up to 5% of the time. • Ability to clear required background check.

🏖️ Benefits

• Health benefits • Retirement contributions • Paid time off • Bonus eligibility