Community Operations Lead

Course Hero - Redwood City, California - Full time

The Role:

Course Hero is looking for an accomplished self-starter to join as our first Community Operations Lead. You will own the strategic development and execution of building a large-scale online tutoring community designed to meet the business demands. You will define sourcing strategies for well-versed subject matter experts, build and maintain strong relationships with our tutor community, and ensure we have an infrastructure the team needs to effectively scale.

As a key member of the Tutor Operations team, you will report directly to the Tutor Operations Lead and collaborate cross-functionally with internal stakeholders (Product, Analytics, Engineering, Marketing) to identify the tutor community needs for the platform. You will track and measure the impacts of different community programs, and identify key learnings to optimize processes.

The Team:

We aim to build a community of subject matter experts that aligns with the culture of Course Hero, dedicated to help students graduate, confident and prepared. The primary responsibilities of our team are to source, onboard, and successfully build a strong tutoring community.

Here are some ways you’ll make an impact:

  • You’ll own the recruitment strategy for the tutoring community, which includes sourcing and onboarding
  • You’ll identify and execute against key success metrics that lead to high-quality performance measures and long-term retention to expand the team’s geographic and strategic focuses
  • You’ll collaborate with internal stakeholders (Product, Analytics, Engineering, Marketing) to define the appropriate subject matter expert skill level, managing tutor behavior, monitor fraud, and make product recommendations on behalf of the Tutor Operations Team.
  • You’ll develop strategic programs that drive growth and engagement of the tutor community through creative thinking, customer insights, analysis, and experimentation
  • You’ll monitor, optimize, and report on community growth metrics, acquisition success, KPIs, and identify the optimal distribution of tutoring resources for the Q&A ecosystem

Are you our star Community Operations Lead?

  • You have a proven track record of 5+ years experience developing recruiting and engagement campaigns, community management and/or marketing large-scale initiatives
  • You have proven experience using multivariate testing to drive growth and engagement with an e-commerce product at global scale
  • You have implemented effective acquisition strategies and analyzing insights to create frameworks and solve complex business problems
  • You have the ability to effectively influence and communicate with senior leadership
  • You have experience defining and executing on a holistic recruiting strategy, supporting operations at scale
  • You are well-versed in data analytics and have advanced proficiency in Excel or homologous tools
  • You are an excellent leader with an exceptional ability to explain complex concepts clearly while managing multiple projects and priorities
  • You have earned a Bachelor's degree or equivalent

What We Offer You:

  • Industry competitive salary and stock options
  • Full coverage (medical, dental, vision, and life)
  • 401(k) program to help you save for the future
  • Educational assistance program to support lifelong learning
  • Commuter benefits, cell-phone allowance, and a free gym membership
  • Regularly planned team outings and company events
  • Free weekly lunches, plus an endless snack and drink supply
  • Opportunity to make a meaningful impact in a revolutionary space

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Course Hero

Course Hero envisions a world where every student graduates, confident and prepared. Course Hero students can access over 20 million course-specific study materials and study resources to enhance their supplemental and deep learning experiences. 

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