Senior Manager - Performance Marketing

About Inspira Education

Inspira Education Group is one of the fastest-growing edtech startups in the US. We started with a simple mission to democratize access to high-quality coaching so that every student in the world has an equal opportunity to access the best opportunities. 

As the world’s leading network of top admissions coaches in medical, legal, business, and college studies, we’re building software and services in one place—disrupting long-entrenched application processes with products and experiences that strive to provide an equal platform for candidates from diverse backgrounds worldwide. 

As one of the fastest-growing edtech firms in the world, we are backed by some of the leading venture capital firms and investors in the world, including Zeev Ventures, Quiet Capital, Craft Ventures, Jeff Fluhr (Founder of Stubhub), and David Sacks (Former COO of PayPal and Founder of Yammer).

About the Role

This isn’t your typical operations, program management, and CX role. You’ll be the architect, executor, and quarterback behind the systems that keep our high-touch, high-growth business running. If you’re obsessed with process, quality, outcomes, and building highly functional teams—and love making things better every single day—this is your dream job.

This role sits at the center of our marketplace: supply (counselors and tutors), customer success (students and parents), and internal teams (marketing, sales, design, and tech). You’ll be solving real problems, leading people, building processes, and owning key metrics—while directly improving outcomes for students across the globe.

This role requires an in-office hybrid schedule, with a few days per week in the San Francisco Bay Area office.

 

What You’ll Own

 

1. Matching & Marketplace Health

• Own the entire matching platform for the organization to ensure that every student is matched with the right counselor—fast, while managing a strong teams ofstudent success specialists.
• Monitor counselor/tutor capacity to prevent overload and maintain performance and own analytics around fill rates, availability, and utilization.
• Build and improve processes in HubSpot/CRM while incorporating new technologies and AI tools to scale the matching platform.
• In peak season, roll up your sleeves and help with matching yourself. 

 

2. Counselor & Tutor Ops

• Manage the counselor recruitment team and lead all recruiting efforts.
• Build out and continuously improve training, onboarding, and performance management systems.
• Launch scalable training modules and innovate new counselor onboarding success strategies.
   

3. Customer Support Management

• Manage the escalation team to reduce customer disputes and issues. When needed, work with customers directly to find solutions.
• Monitor and protect the brand through the right decisions, initiatives, processes, and leadership.

4. Student Experience

• Launch feedback loops: satisfaction surveys, result tracking, and testimonial collection.
• Partner with marketing to collect reviews, success stories, and video content.
• Implement new tools to streamline counselor-student communications.

5. Strategic Projects

• Own key global partner relationships 
• Build hiring pipelines and run onboarding and professional development across operations.
• Develop an in-depth understanding of evolving market trends and establish new best practices within the organization to meet evolving customer needs.
• Own the org-wide documentation.
• Work directly with the co-founders to work on new strategic initiatives in order to scale Inspira.

What You Bring

• You get things done. 3+ years of operations and customer success experience, preferably in a marketplace, consumer org, or education technology. You’re a taskmaster with relentless drive and grit.
• You can solve problems: Past experience in solving customer conflicts and creating playbooks around commonly recurring issues.

• You’re super organized and love to document everything. You live in project management tools and love clean processes. Strong project management skills with experience managing multiple workstreams simultaneously
• You’re an operator and a builder, but just not a strategist. You don’t just improve playbooks—you write them and then implement them. You have a data-driven mindset with the ability to translate insights into action
• Detail-oriented + h