OPERATIONS MANAGER (MORNING) - REMOTE POSITION

<h1><strong>About Kokua</strong></h1> <p>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.</p> <p>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. <strong>Join us in ensuring that every classroom has an excellent teacher, every day — because one role model can change a life forever.</strong></p> <h1><strong>Your Role</strong></h1> <p>As an <strong>AM Operations Manager</strong>, 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.</p> <p>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.</p> <p><em>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. </em></p> <h1><strong>What You'll Do</strong></h1> <p><strong>Lead &amp; Manage a Team of 5 Through Morning Dispatch</strong></p> <ul> <li>Lead a team of 5 Specialists through the high-volume, time-sensitive AM dispatch window, delegating effectively as priorities shift in real time.</li> <li>Coach, develop, and manage direct reports; set clear goals and expectations, providing regular feedback and support.</li> <li>Model composure under pressure — keeping the team calm, focused, and effective when the morning gets hectic.</li> <li>Participate in hiring and onboarding new team members.</li> </ul> <p><strong>Deliver Operational Excellence</strong></p> <ul> <li>Ensure classrooms are consistently filled, targeting 98%+ fill rates, especially during the critical AM window.</li> <li>Manage assignment monitoring systems and drive strong same-day and advanced coverage.</li> <li>Respond quickly to incidents and escalations, staying agile and nimble as circumstances change minute to minute.</li> </ul> <p><strong>Engage Schools &amp; Guest Teachers</strong></p> <ul> <li>Serve as the primary liaison for Tier 3 school partners and collaborate with Senior Ops Managers on top-tier accounts.</li> <li>Build strong customer relationships with schools, representing the Kokua brand and ensuring satisfaction and retention.</li> <li>Support Guest Teacher engagement and fulfillment, promoting long-term tenure.</li> </ul> <p><strong>Use Data to Improve Performance</strong></p> <ul> <li>Track and report on key metrics such as fill rates, cancellations, and payroll accuracy.</li> <li>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.</li> <li>Partner with Talent teams to ensure the right Guest Teachers are placed in the right classrooms.</li> </ul> <h1><strong>Who You Are</strong></h1> <ul> <li>Agile and nimble, able to shift priorities quickly as the morning dispatch window evolves.</li> <li>A calm and confident presence in a fast-paced, high-stakes environment.</li> <li>A skilled team leader and delegator who can direct a team of 5 through competing priorities in real time.</li> <li>A systems thinker who connects day-to-day execution to Kokua's broader operational goals.</li> <li>A relationship builder who represents the Kokua brand well with schools and Guest Teachers.</li> <li>Detail-oriented and data-driven, with a focus on continuous improvement.</li> <li>Professional, solutions-oriented, and mission-driven.</li> </ul> <h1><strong>Qualifications</strong></h1> <ul> <li>5+ years of experience in operations or customer service, ideally in a fast-paced or time-sensitive environment.</li> <li>Experience leading or managing a team, with strong delegation skills.</li> <li>Strong communication and organizational skills.</li> <li>Proficiency with Excel, Google Suite, and customer support platforms (e.g., Zendesk, or similar ticket management programs).</li> <li>Experience teaching or working with students is strongly preferred.</li> </ul> <p> </p> <h1><strong>WHAT WE OFFER</strong></h1> <ul> <li>$80,000 - $85,000/year salary range </li> <li>Medical, dental, and vision benefits</li> <li>Company 401k match</li> <li>PTO plus company-wide holidays (2 weeks in the winter, 1 week in the summer)</li> <li>Limitless growth and learning opportunity</li> </ul>