SOS Team Manager
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Job Description
Operations leader managing SOS team for Tergar International's programs. Overseeing capacity planning, team development, and process optimization to ensure exceptional service.
Responsibilities:
- Plan, forecast, and allocate SOS team capacity across four product lines
- Balance competing demands while maintaining service quality standards
- Provide visibility into team capacity, constraints, and resource needs
- Identify when process improvements, automation, or staffing changes are needed
- Hire, onboard, and train new team members as needed
- Conduct regular 1:1 meetings (at least quarterly) and annual performance reviews
- Facilitate weekly team meetings and maintain psychological safety
- Coach team members to grow their skills and advance their careers
- Monitor support systems (Freshdesk) and optimize scheduling
Requirements:
- Bachelor's degree in technical, management, business, education technology, or related field
- 3-5 years leading customer support or operations teams
- Experience in online learning, education technology, or similar digital service environments
- Demonstrated success with metrics management, capacity planning, and cross-functional collaboration
- High emotional intelligence with strong active listening skills
- Ability to coach, mentor, and develop others
- Skilled at conflict resolution and maintaining team morale
- Strong project planning and organizational skills
Benefits:
- Health insurance
- Dental
- Vision
- Life insurance
- STD/LTD
- HSA (US-based employees)
- 200 hours of PTO annually
- 40 hours of Paid Retreat Time (PRT) annually
- Professional development opportunities
- Complimentary access to all Tergar meditation programs
- Reduced fees for retreats with Mingyur Rinpoche
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