Senior Team Manager – Ed Tech
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Job Description
Senior Team Manager overseeing four managers and remote EdTech support operations at Sutherland. Coaching teams serving donors, school leaders, partners, and families.
Responsibilities:
- Oversee one Educational Technology program
- Manage a team of 4 Team Managers
- Support Team Managers overseeing brand ambassadors handling complex interactions with high-net-worth stakeholders, school leadership, and families
- Model and coach sophisticated relationship management and high-touch professional communication
- Coach emotional intelligence, composure, empathy, tact, and grace in sensitive or complex situations
- Guide critical thinking and problem-solving through intricate policy guidelines
- Ensure multitasking and technology proficiency across multiple platforms
- Maintain efficient handling times without sacrificing quality of care
- Cultivate attention to detail, self-motivation, ownership, and adherence to program guidelines
- Oversee remote performance metrics and schedule adherence
- Support a secure, distraction-free remote work culture
- Collaborate with Workforce Management on attendance, adherence, pacing, daily commitments, and shrinkage targets below 10%
- Drive improvements and resolve operational issues
Requirements:
- At least 2 years of experience managing a remote team of support customer service representatives in the Educational Technology industry is highly preferred
- Experience managing Team Leads who oversee support customer service/tech support representatives is a major plus
- Experience dealing with high-end donations/contributions
- Experience managing a team handling foundational donor questions, including how to donate and general tax inquiries
- Experience supporting K-12 public/private school leadership, partners, and participating families
- Ability to take the lead in making improvements and resolving issues
- Strong verbal and written communication skills
- Ability to communicate clearly, constructively, and professionally
- Customer-oriented approach to managing communications and issues
- Ability to efficiently manage time and track multiple schedules, meetings, and initiatives
- Proactive ability to develop trust and professional rapport with employees and team members
Benefits:
- Temporary 6-month position
- Full-time employment
- Remote work arrangement
- Confidential handling of applicant information
- Equal employment opportunity protections
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