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Job Description
About Kokua
Every day, teacher absences result in lost learning time for students — especially in under-resourced schools. Kokua addresses this challenge by connecting schools with passionate guest educators who step in and make an immediate difference.
At Kokua, we believe that every child has a unique and powerful gift to share with the world. By ensuring students have access to positive role models and strong educators, we help unlock that potential. Join us in ensuring that every classroom has an excellent teacher, every day — because one role model can change a life forever.
Your Role
As an AM Operations Manager, you will lead a team of 5 through Kokua's busiest, most fast-paced window of the day: morning dispatch. You'll ensure classrooms are filled, school partners are supported, and Guest Teachers are engaged — all while keeping your team calm, focused, and moving quickly when things get chaotic.
This role calls for someone who is agile and nimble, gritty and resilient, and able to stay calm under pressure. You'll need to be a skilled team leader and delegator, a strong systems thinker, and a builder of customer relationships who represents the Kokua brand well — all in service of delivering on Kokua's Customer Promise: the highest-quality Guest Teachers, best fill rates, and the most responsive customer service in the industry.
This role is fully remote and open to candidates anywhere in the U.S. Because this team owns morning dispatch, the working hours are 6:00 am–2:00 pm Central Time.
What You'll Do
Lead & Manage a Team of 5 Through Morning Dispatch
- Lead a team of 5 Specialists through the high-volume, time-sensitive AM dispatch window, delegating effectively as priorities shift in real time.
- Coach, develop, and manage direct reports; set clear goals and expectations, providing regular feedback and support.
- Model composure under pressure — keeping the team calm, focused, and effective when the morning gets hectic.
- Participate in hiring and onboarding new team members.
Deliver Operational Excellence
- Ensure classrooms are consistently filled, targeting 98%+ fill rates, especially during the critical AM window.
- Manage assignment monitoring systems and drive strong same-day and advanced coverage.
- Respond quickly to incidents and escalations, staying agile and nimble as circumstances change minute to minute.
Engage Schools & Guest Teachers
- Serve as the primary liaison for Tier 3 school partners and collaborate with Senior Ops Managers on top-tier accounts.
- Build strong customer relationships with schools, representing the Kokua brand and ensuring satisfaction and retention.
- Support Guest Teacher engagement and fulfillment, promoting long-term tenure.
Use Data to Improve Performance
- Track and report on key metrics such as fill rates, cancellations, and payroll accuracy.
- Apply a systems mindset to identify trends and root causes, using insights to improve efficiency and service quality beyond the day's immediate fire drills.
- Partner with Talent teams to ensure the right Guest Teachers are placed in the right classrooms.
Who You Are
- Agile and nimble, able to shift priorities quickly as the morning dispatch window evolves.
- A calm and confident presence in a fast-paced, high-stakes environment.
- A skilled team leader and delegator who can direct a team of 5 through competing priorities in real time.
- A systems thinker who connects day-to-day execution to Kokua's broader operational goals.
- A relationship builder who represents the Kokua brand well with schools and Guest Teachers.
- Detail-oriented and data-driven, with a focus on continuous improvement.
- Professional, solutions-oriented, and mission-driven.
Qualifications
- 5+ years of experience in operations or customer service, ideally in a fast-paced or time-sensitive environment.
- Experience leading or managing a team, with strong delegation skills.
- Strong communication and organizational skills.
- Proficiency with Excel, Google Suite, and customer support platforms (e.g., Zendesk, or similar ticket management programs).
- Experience teaching or working with students is strongly preferred.
WHAT WE OFFER
- $80,000 - $85,000/year salary range
- Medical, dental, and vision benefits
- Company 401k match
- PTO plus company-wide holidays (2 weeks in the winter, 1 week in the summer)
- Limitless growth and learning opportunity
Originally posted on Himalayas
