Director, Consumer Business Operations

Nerdy is seeking a Director, Consumer Business Operations to lead and drive the efficiency of the company's consumer business. This role will be a critical part of expanding our consumer business and be responsible for rapidly improving the operational processes and workflow of our consumer teams. The Director will play a pivotal role in optimizing and automating our operational processes, implementing new technologies and tools, and in the execution of building and maintaining a scalable consumer operations engine. This role is crucial in ensuring operational excellence, quality control, and continuous improvement of sales performance and customer satisfaction. The right candidate is someone who is process and detail-oriented, provides operational rigor and structure, thrives on enabling retention and supply chain teams’ maximum productivity, and consistently delivers results in a fast-paced and often ambiguous environment. 

About Nerdy:

Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Nerdy is a publicly traded company on the New York Stock Exchange. Learn more about Nerdy at https://www.nerdy.com/. 

Nerdy’s shareholder letters below explain the product and strategy and are the most effective way to learn about what the company is building.

• Q2-2024 Shareholder Letter
• Q1-2024 Shareholder Letter
• Q4-2023 Shareholder Letter

Qualifications:

• Bachelor’s degree required, (Master's degree or MBA strongly preferred)
• 10+ years of proven experience in operations / supply chain / logistics leadership, with a track record of leading a high-performing team
• Proven experience in managing supply chain, customer support, and/or customer retention operations within a fast-paced environment.
• Demonstrated ability to manage, develop, and inspire a team of direct reports.
• Excellent strategic planning and leadership skills, with the ability to drive process improvements and operational excellence.
• Experience establishing and maintaining a consistent operational pace and discipline.
• Exceptional analytical, decision-making, and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to interact effectively at all levels of the organization.
• Experience leading analytical projects and guiding decision-making based on rigorous data analysis
• Strong Excel skills required, SQL and Looker (or other visualization tools experience) is preferred
• Scalability-minded with the ability to accelerate and automate processes and a drive for continuous improvement
• Extremely proactive and self-driven, with the ability to anticipate needs and find solutions
• Highly organized, with the ability to simplify processes and create efficiencies for individuals and teams

Responsibilities:

• Operations Strategy: Develop and execute a comprehensive operations program.
• Team Leadership: Build, mentor, and lead high-performing operations teams.
• Data-Driven Decision Making: Implement a data-driven approach to analyze customer success performance, identify trends, and provide actionable insights to leadership.
• Enablement: Oversee the development and execution of enablement programs, tools, and content to equip the team with the necessary knowledge and resources for success.
• Performance Measurement: Define and monitor key performance indicators (KPIs) to track the effectiveness of customer success operations initiatives and drive continuous improvement within supply chain.
• Budget Management: Allocate and manage the budget for operations functions, ensuring cost-effectiveness and ROI.
• Forecasting: Work closely with leadership team to develop accurate forecasts and provide insights for resource allocation and strategy adjustments.

Leadership & Culture:

• Builds Teams: Leads the work of hiring and promoting bar-raising talent. Responsible for employee development, even when it means moving people to other areas to help them grow.  

• Thinks Big: Sets ambitious and audacious goals and is willing to consider boldly different solutions to achieve them. 

• Insists on High Standards: Recognizes that yesterday’s extraordinary is today’s ordinary. Identifies and articulates high standards and pushes themselves and the teams to reach them. 

• Bias for Action: Recognizes that most decisions are not one-way doors and demonstrates strong bias for speed, but makes decisions and acts with the speed that is appropriate to the circumstances. 

• Builds Trust: Establishes trust, even with those who think differently. Actively listens, seeks to understand, and is kindly candid in conversation. Humbly owns mistakes, even when it’s uncomfortable. 

• Goes Deep: Understands the details and audits frequently. When inconsistencies exist between expected results and anecdotes, tenaciously digs into why. Rolls up their sleeves and do what’s needed. 

• Has Conviction: Insists on having the conversation “in the room” and actively participates, even when it’s exhausting. Does not capitulate for the sake of consensus, nor “pocket vetos” decisions.  Fully committed once a decision has been made. 

• Delivers Results: Leaders identify what needs to be accomplished and deliver quality, timely results. When setbacks occur, leaders persevere and overcome. 

• Is Right, A Lot: Most decisions and suggestions prove to be correct, given a situation’s context,  when judged over time. 

• Apolitical: Embraces and supports Nerdy as an apolitical company and recognizes that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes.

Benefits:

• Competitive Salary plus Equity in the company
• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan (no vesting period)
• Maternity, Paternal, and Adoption Leave
• Remote Position
• Flexible PTO
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Once-in-a-lifetime opportunity to help transform how the world learns!

Nerdy is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.