Sylvan Learning Director - Topeka/Manhattan in Topeka, Kansas
GENERAL SUMMARY The Director is responsible for delivering a high quality personal customer experience by ensuring that Sylvan education programs are delivered by teachers as designed and that the ongoing education needs of Sylvan families are met. The Director is responsible for managing the overall customer experience, sales, and local marketing strategies of the Center to achieve performance goals. To ensure a personal learning experience, the Director monitors student performance, meets regularly with families, and connects with school teachers to help ensure the application of skills learned in the classroom. The Director also observes and coaches the teaching staff, ensuring robust instructional experiences. The Director serves as the point-of-contact for customers and assists in center operations. The Director is also responsible for managing the day-to-day Center operations to ensure a consistent, quality educational experience for Sylvan customers while managing costs. He/she ensures that policies and procedures are executed according to Sylvan standards. The Director also communicates with the Director of Operations regularly to ensure quality and consistency of the customer experience. ESSENTIAL JOB FUNCTIONS * Ensures timely and high quality personal customer service response to all calls and walk-in inquiries; Ensures calls get answered during business hours * Manages the day-to-day operation of the Center * Meets sales and expense financial targets * Monitors and tracks Center performance, Profit and Loss controls, revenues, expenses, and fee collection; Recommends and implements interventions to improve performance * Confers with customers at each stage of the customer lifecycle; Directs the sales and service process throughout the customer lifecycle to keep customers enrolled * Promotes financing options that meet the customer’s needs and manages the application/closing process * Manages marketing and sales activities to drive new enrollments * Observes and coaches instructional staff on a regular basis to ensure that teachers follow * Sylvan’s Instructional Management guidelines and deliver instructional sessions that are balanced and robust * Manages and assists in delivery of all conference activities such as preparing conference materials and meeting with parents to keep families enrolled in Sylvan * Assists in selecting and hiring teachers, ensuring that all new staff meet Sylvan hiring standards * Ensures that all teachers are trained and certified to deliver Sylvan programs * Schedules and manages teaching staff to meet Center needs and to control labor costs * Manages day-to-day operations of the center including customer account management * Motivates and develops staff by providing ongoing learning opportunities * Ensures initial and ongoing progress assessments are administered according to Sylvan standards * Ensures that all staff who administer assessments are trained and certified * Monitors student progress to ensure goals are achieved and ongoing family needs are met * Establishes and maintains ongoing communication with classroom teachers to ensure Sylvan programs meet student and family needs * May also be required to make school visits, establish and maintain relationships with schools * Checks students in and out of the Center with particular attention to student safety and well-being * Greets and assists students, parents, and potential customers according to Sylvan standards * Reviews all corporate communication and ensures communications flow to the Center’s staff KNOWLEDGE REQUIRED * Bachelor's Degree in Education, Business, or related field * Minimum of one or two years of experience in supervisor role preferred * Knowledge of current educational policy * Previous retail and/or sales experience preferred * Familiarity with instructional technology and tablet computers * Experience using Microsoft Word and other standard business applications used by the Center * Knowledge of general office equipment such as copiers, printers, and office phones * Experience using social media (Facebook, Twitter, etc.) preferred SKILLS AND ABILITIES REQUIRED * Proven ability to engage, motivate, and inspire students to learn * Proven ability to supervise, coach, and develop teachers/instructional staff * Strong customer service, interpersonal, and communication skills * Proven ability to effectively use customer service and consultative sales skills to establish and build relationships * Proven sales skills with a strong sense of urgency * Strong analytical and problem solving skills * Strong organizational skills; Proven ability to manage multiple tasks and be flexible * Self-sufficiency in ownership of work and tasks * Proven ability to communicate effectively in writing as appropriate for the needs of the audience * Strong presentation skills for small group opportunities * Ability to track and interpret business metrics and financial statements * Ability to work collaboratively; Strong team player * Strong word processing, data entry, and other administrative skills * Ability to work a flexible schedule, including evenings and weekends (10-7 at least two days/week, 8-5 or 9-6 other days (all w/1 hour lunch breaks included), & 9-3 on Fridays and 1 Sat morning/month) * Ability to occasionally lift and/or move up to ten pounds The above statements are intended to describe the general nature and level of work being performed. They are not intended to be a complete list of all job responsibilities or skills, knowledge and abilities required.