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 hoursManages the day-to-day operation of the CenterMeets sales and expense financial targetsMonitors and tracks Center performance, Profit and Loss controls, revenues, expenses, and fee collection; Recommends and implements interventions to improve performanceConfers with customers at each stage of the customer lifecycle; Directs the sales and service process throughout the customer lifecycle to keep customers enrolledPromotes financing options that meet the customer’s needs and manages the application/closing processManages marketing and sales activities to drive new enrollmentsObserves 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 SylvanAssists in selecting and hiring teachers, ensuring that all new staff meet Sylvan hiring standardsEnsures that all teachers are trained and certified to deliver Sylvan programsSchedules and manages teaching staff to meet Center needs and to control labor costsManages 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 standardsEnsures that all staff who administer assessments are trained and certified Monitors student progress to ensure goals are achieved and ongoing family needs are metEstablishes 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 schoolsChecks students in and out of the Center with particular attention to student safety and well-beingGreets and assists students, parents, and potential customers according to Sylvan standardsReviews all corporate communication and ensures communications flow to the Center’s staff

KNOWLEDGE REQUIRED

Bachelor's Degree in Education, Business, or related fieldMinimum of one or two years of experience in supervisor role preferredKnowledge of current educational policyPrevious retail and/or sales experience preferredFamiliarity with instructional technology and tablet computers Experience using Microsoft Word and other standard business applications used by the CenterKnowledge 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 staffStrong customer service, interpersonal, and communication skills Proven ability to effectively use customer service and consultative sales skills to establish and build relationshipsProven sales skills with a strong sense of urgencyStrong analytical and problem solving skills Strong organizational skills; Proven ability to manage multiple tasks and be flexibleSelf-sufficiency in ownership of work and tasksProven ability to communicate effectively in writing as appropriate for the needs of the audienceStrong presentation skills for small group opportunitiesAbility to track and interpret business metrics and financial statementsAbility to work collaboratively; Strong team player Strong word processing, data entry, and other administrative skillsAbility 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.