Nerdy is seeking a Fulfillment Manager to lead and enhance operations that ensure the efficient supply and placement of tutors within a specific product category of our business, in order to meet customer demand effectively. The Fulfillment Manager is responsible for ensuring effective fulfillment processes, identifying opportunities for optimization and improvement within the systems, tools, and processes related to tutor sourcing and/or placement and success on the platform, and managing a team that oversees the supply and/or sourcing of tutors.
About Nerdy:
Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Learn more about Nerdy at https://www.nerdy.com/.
Qualifications:
- 2+ years of experience as a successful manager in a customer service or operations role
- Self-driven and capable of managing multiple projects simultaneously
- Excels at working independently while also able to collaborate with others when needed
- Highly comfortable with ambiguity and adaptable to shifting priorities
- Has led or supported projects to improve processes and increase efficiency
- Demonstrated experience in leading or supporting projects to improve processes and increase efficiency
- Proficient in data analysis, utilizing multiple tools including Microsoft Excel and Google Sheets.
- Skilled in establishing and refining metrics used to measure individual and team performance
- Exceptional interpersonal and communication skills
- Willingness to work evenings and weekends as needed
- Bachelor’s degree in Education, Business, Operations, or a related field
- Experience managing remote teams is a plus
- Familiarity with working with global talent is also a plus
- Self driven and able to manage multiple projects simultaneously
- Excels working independently but also able to collaborate with others when needed
- Understanding how to work with global talent is also a plus
- Understand and appreciate that Nerdy is an apolitical company and that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes
Responsibilities:
- Oversee the core supply chain function of the company, ensuring optimal tutor supply, customer demand fulfillment, placement timeframes, automation efficiency, and overall inventory health.
- Monitor and ensure the effectiveness of automated systems, diving deep to identify optimizations and improvements.
- Drive customer-centricity by leveraging category-specific knowledge to identify optimizations or improvements within platform-wide systems, tools, or processes.
- Drive metric improvement by enhancing the systems and tools used in day to day operations, as well as changing manual processes.
- Use data driven insights to improve operations, inform forecasts for tutor utilization and sourcing, and report out on performance.
- Collaborate with other department leaders within MOPs, as well as in other areas such as Engineering, Customer Success, and BI to identify cross-functional opportunities for improvement.
- Identify opportunities for improvement and actively participate in testing solutions for efficiency gains.
- Assess and manage the performance and engagement of your team.
- Effectively handle and de-escalate tutor situations, ensuring proper follow-up and resolution.
- Lead, train, develop, and manage a team of global Fulfillment talent, and Leads in the areas of Fulfillment/Placements or Sourcing, Onboarding, and Engagement.
- Assist in defining and ensuring Team Members adhere to defined internal controls.
- Impact the level of service and the systems ability to meet quality, volume, and timeline objectives.
- Support new business initiatives as they relate to sourcing, fulfillment and supply.
As a Fulfillment Manager, you will play a critical role in ensuring the smooth operation of our tutor placement and/or sourcing processes, as well as driving continuous improvement within our fulfillment function. If you thrive in a dynamic and fast-paced environment and have a passion for optimizing systems and processes, we would love to hear from you.
Varsity Tutors Leadership Principles
Relentless Focus on Customers * Comfort with Ambiguity * Ownership * Simplify * Intellectual Curiosity * Build Teams * Think Big * Insist on High Standards * Bias for Action * Build Trust * Go Deep * Have Conviction * Deliver Results * Are Right, a Lot
Benefits/Culture:
- Competitive Salary and Equity in the company
- Healthcare Plans (Medical, Dental, Vision, Life)
- 401k Company Matching Plan
- Maternity, Paternal, and Adoption Leave
- Fully Remote Position
- PTO and Paid Holidays
- Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
- Unique opportunity to help transform how the world learns!
- Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture