Academics Support – K–12 Online Tutoring

Academics Support – K–12 Online Tutoring

Experience

8+ years

Reporting To

VP – Academics

Role Overview

Tutoroot is looking for an experienced Academics Support – K–12 to manage end-to-end operational delivery of its online tutoring programs. The role will ensure a consistent, highquality and reliable learning experience while maintaining operational efficiency, tutor utilization and customer satisfaction.

Key Responsibilities

Student Onboarding

Manage the operational process from enrolment to commencement of classes.

Ensure timely allocation of tutors and academic resources.

Ensure student requirements are captured accurately.

Minimize onboarding TAT.

Class Delivery & Scheduling

Manage daily online class schedules.

Ensure classes are conducted as per agreed schedules.

Manage tutor availability and allocation.

Minimize cancellations, rescheduling and missed classes.

Ensure substitute tutor arrangements when required.

Tutor Management

Coordinate tutor availability and utilization.

Monitor tutor attendance and punctuality.

Track tutor productivity and classroom performance.

Work with Academic teams on tutor quality improvement.

Maintain adequate tutor capacity based on demand forecasts.

Customer Experience

Ensure timely resolution of student/parent concerns.

Monitor customer complaints and escalations.

Establish SLA and TAT for operational issues.

Work with Customer Success to improve retention and engagement.

Identify recurring customer issues and implement corrective actions.

Operational Excellence

Standardize and improve SOPs across the student lifecycle.

Identify process bottlenecks and eliminate operational inefficiencies.

Introduce automation wherever possible.

Build dashboards and operational MIS.

Establish quality and productivity benchmarks.

Cross-Functional Coordination

Work with Sales on student handover and enrolment information.

Coordinate with Academic teams on curriculum and tutor quality.

Partner with Tutor Management on tutor availability and allocation.

Work with Customer Success on retention and customer satisfaction.

Coordinate with Technology on platform issues and online classroom experience.

Work with Finance on billing, refunds and revenue reconciliation.

Key KPIs

Student onboarding TAT

Class commencement TAT

Class fulfilment %

Tutor utilization %

Class cancellation %

Rescheduling %

Tutor attendance %

Student attendance %

Customer complaint TAT

Customer satisfaction / CSAT

Student retention %

Refund/cancellation %

Operational cost per student

SLA adherence

Ideal Candidate

8-10 years of experience in EdTech, K–12, online tutoring, education services, BPO/operations or customer operations.

Experience managing high-volume operational processes.

Strong people and stakeholder-management skills.

Experience with CRM/ERP/operations dashboards.

Strong analytical and problem-solving capabilities.

Ability to work in a fast-paced, target-driven environment.

Strong understanding of customer experience and service delivery.