EPS OPERATIONS, LLC

Role Description We are seeking a Vice President, Customer Experience who will be responsible for leading and integrating the company’s professional training organization (comprised primarily of contract facilitators) and the Customer Success team to deliver an exceptional, outcomes-driven customer journey. This leader will design and execute a cohesive customer experience strategy that drives implementation quality, educator impact, customer retention, and long-term partnership growth across K–12 districts and schools. The role requires a strategic operator who can build scalable systems, elevate service quality, and ensure professional development experiences translate into measurable instructional outcomes. Our ideal candidate can influence and align cross‑functional leadership to champion a shared vision for customer experience, proactively identify gaps or risks, and drive company-level initiatives that improve consistency, scalability, and customer outcomes. Responsibilities - Develop and operationalize a unified, end‑to‑end customer experience strategy spanning onboarding, implementation, training, ongoing support, and renewal. - Establish clear engagement cadences, success plans, leadership‑level touchpoints with district leaders, and measurable outcomes to ensure consistency and scalability across the full customer lifecycle. - Align Customer Success and Professional Learning teams around shared KPIs including retention, expansion, NPS, and implementation with fidelity. - Serve as a key cross-functional partner to Sales, Product, Operations, and Marketing to ensure a seamless pre- and post-sale experience. - Lead a distributed network of contract facilitators, ensuring consistent delivery of quality, and alignment with company standards. - Lead the design and execution of rigorous quality assurance processes for training design and delivery. - Develop scalable professional development models that meet the needs of diverse K–12 partners. - Ensure training content drives measurable educator adoption and student impact. - Establish leading indicators of customer health, identifying risk signals early and drive proactive retention strategies. - Partner with Sales on expansion opportunities rooted in demonstrated customer value. - Develop and monitor key performance metrics across service delivery and customer health. - Own capacity planning and resource optimization across contract and internal teams to balance quality and margin while anticipating future demand. - Implement tools, systems, and reporting that provide visibility into customer outcomes and service performance. - Lead, coach, and develop a high-performing Customer Success team, fostering a culture of service excellence, continuous improvement, and customer advocacy. - Build strong engagement and commitment to quality within a largely contract-based professional learning workforce. Qualifications - 10+ years of leadership experience in K–12 education services, edtech, or professional learning organizations. - Demonstrated success leading customer success and/or professional services teams. - Experience managing contract-based or distributed facilitator networks. - Strong understanding of district purchasing cycles, instructional implementation, and educator professional development. - Proven ability to design and implement scalable customer experience frameworks. - Track record of improving retention, expansion, and customer satisfaction metrics. - Credible with district superintendents and instructional leaders. - Strong financial and operational acumen. Comfortable balancing margin discipline with service excellence. - Skilled at building structure without creating bureaucracy. Benefits - Competitive compensation package based on various factors including qualifications, skills, competencies, location, and experience. - Annual bonus or commission. - 401(k) retirement plan with employer match. - Medical, dental, and vision insurance. - Generous PTO, sick and paid holidays. - Employer paid life and short & long term disability insurance. - Laptop for home office and a flexible remote-first work culture. Compensation Range The pay range for this position is $130,000 - $150,000 in annual salary. The actual base pay offered is determined by several variables, such as the candidate's qualifications, experience, skills, education, location, and market conditions.

Company Overview EPS Learning is a leading K–12 supplemental literacy and math curriculum company. Its suite of solutions includes many well-known, trusted and proven products like SPIREⓇ, Explode The CodeⓇ and Wordly WiseⓇ. The company recently took on a private equity partner committed to product and go-to-market investments that will position the company for explosive growth over the coming years. We are looking for team members who want to be part of addressing one of our nation’s most critical challenges. Fewer than a third of all students can read proficiently. Reading ability is a key driver of equity since only 20% of Hispanic students, and 16% of Black students can read proficiently by 4th grade. You will be joining a high-paced, creative and fun team dedicated to making a difference in children’s lives and driving equity across our nation’s public schools. Position Summary We are seeking a Customer Support Specialist who takes pride in delivering exceptional customer experiences through accuracy, empathy, and problem‑solving. This role plays a vital part in supporting our customers by managing inquiries, processing orders, and resolving complex or escalated situations with care and efficiency. You will work closely with internal teams to ensure every interaction reflects EPS’s commitment to service excellence. Responsibilities This role will be focused primarily on large and complex orders, account and contact maintenance, tax exemptions, digital commerce processing, and escalating internal and customer questions. As workload allows and business needs require, they will also act as first line of contact for standard cases and inquiries via phone, live-chat, or email. Receives, reviews, and accurately processes new orders and inquiries related to existing orders primarily related to key accounts, international accounts, and distributors. Examples include; ensuring completeness of documents and forms, providing order status, managing cancellations, and addressing more uncommon order needs. - Liaison with the Sales Support team on any customer orders with special requests, large quantities, or complex shipping directives, and support delivery logistics communication to ensure an exceptional customer experience as part of major implementations. - Monitors and reviews all digital commerce orders including ecommerce, Electronic Data Interchange (EDI), and PunchOut orders for completeness and accuracy prior to final approval and automation. - Creates and maintains new and existing customer account and contact data, which includes address maintenance, hierarchy changes, duplicate cleanup, and managing organizational access for ecommerce purchasing. - Reviews, processes, and maintains state-level tax exemption certificates and associated account and transaction updates. - Provides courtesy Order follow up for customers to ensure smooth and successful receipt of ordered materials. - Processes any necessary credits rebill, and replacement orders to meet customer needs within department policy. - Supportstax, invoice or purchasing related questions as first point of contact. - Strives to resolve all customer inquiries in the first customer interaction. When appropriate, warmly transitions customers to internal teammates to resolve needs outside of customer support team expertise. - All full-time employees are expected to work a minimum of an eight hour workday Monday to Friday with a general expectation to work occasionally on weekends and/or evenings based upon direct customer or business needs. Qualifications - A minimum of three years customer service-related work experience. - Two years data entry and keyboarding experience. - Proven ability to work within a multi-channel communication structure both internally and externally that includes email, phone and instant messaging/chat tools. - Ability to key large volumes of alpha/numeric data accurately. - Ability to perform business math calculations. - Proficient in Microsoft Office products and Adobe Acrobat. - Excellent written, verbal, and interpersonal communication skills. - Problem-solving skills and ability to resolve discrepancies. - Strong organizational skills and the ability to manage multiple tasks. - Experience using NetSuite is a plus. Benefits and Perks - We offer a competitive compensation package based on various factors including but not limited to qualifications, skills, competencies, location, and experience. - Other rewards include an annual bonus or commission, a 401(k) retirement plan with employer match, medical, dental, and vision insurance, generous PTO, sick and paid holidays, as well as employer paid life and short & long term disability insurance. - We provide you with a laptop for your home office and a flexible remote-first work culture. Compensation Range: The pay range for this position is $22.00 - $26.00 per hour. The actual base pay offered is determined by several variables, such as the candidate's qualifications, experience, skills, education, location, and market conditions. Base pay is one component of EPS Learning's total compensation package, which also includes a generous benefits package, 401k plan, as well as bonus or commission. Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our organization is dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply! You may be just the right candidate for this or other roles. Please be sure to attach your resume. Applications without an attached resume will be considered incomplete. We are an Equal Opportunity Employer.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role supports our Onboarding and Professional Learning teams with the timely outreach, follow-up, and fulfillment of digital and training services for EPS Learning literacy and math curriculum products. - Manage your work schedule and work remotely from home - Initial outreach and outbound phone follow-up with school and district contacts nationwide - Assist the customer support team in triggering the fulfillment of digital and service purchases timed with the shipment of physical materials - Work alongside the onboarding team to promptly request and secure required information necessary to provision and activate licenses for digital curriculum products - Follow-up on outstanding scheduling requests for professional learning and training services for curriculum products - Create and update implementation, license, and professional learning records in business systems - Strive to resolve all customer inquiries in the first interaction - Warmly transition customers to internal teammates to resolve needs outside of customer support team expertise - Overtime hours may be offered during peak business needs - Other duties as assigned and required by business needs Qualifications - Prior experience communicating within a school/district setting - High degree of comfort making outbound phone calls for follow-up - Ability to key large volumes of alpha/numeric data accurately - Ability to perform business math calculations - Proficient in Microsoft Office products and Adobe Acrobat - Excellent written, verbal, and interpersonal communication skills - Problem-solving skills and ability to resolve discrepancies - Strong organizational skills and the ability to manage multiple tasks - Experience using NetSuite is a plus Company Description EPS Learning is a leading K–12 supplemental literacy and math curriculum company. Its suite of solutions includes many well-known, trusted and proven products like SPIREⓇ, Explode The CodeⓇ and Wordly WiseⓇ. We are looking for team members who want to be part of addressing one of our nation’s most critical challenges. Fewer than a third of all students can read proficiently. Reading ability is a key driver of equity since only 20% of Hispanic students, and 16% of Black students can read proficiently by 4th grade. You will be joining a high-paced, creative and fun team dedicated to making a difference in children’s lives and driving equity across our nation’s public schools.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a Product Manager to lead the strategy, development, and lifecycle management of one or more EPS Learning product lines. This role is central to translating market needs and instructional goals into clear product vision, actionable roadmaps, and high-impact literacy solutions for K–12 educators and students. - Manage products through the full product life cycle, working closely with curriculum experts, designers, project managers, engineers, professional learning experts, customer success experts, marketing, and sales experts. - Own the PK–12 core and supplemental markets, to understand diverse customer needs and challenges, competitor product offerings, market shifts and trends, and available sources of funding. - Use qualitative and quantitative data to inform product direction and decisions, gathering information about buyer and user needs through interviews and customer visits as well as analysis of any and all data available. - Communicate product vision and strategy with internal and external, cross-functional stakeholders, including the documentation and prioritization of requirements. - Gather information about buyer and user needs through interviews, surveys, and customer visits as well as product analysis tools, keeping the organization informed of evolving customer needs. - Contribute to product launch training and ongoing support with sales and marketing to shape and develop deliverables that will drive success of the product in the marketplace. - Create and maintain product management protocols to ensure efficient project completion within budget and timeline constraints. Qualifications - A minimum of 3 to 5 years of product management experience. - Bachelor’s degree in Education, Marketing, or related business field; master’s degree preferred. - Prior classroom educator, administrator or education industry related experience. - Previous experience developing and bringing to market high-quality K–12 assessment systems aligned to curriculum standards, instructional goals, and accountability requirements. - Deep knowledge of the K-12 assessment and supplemental curriculum markets, pedagogy, and national standards. - Excellent communication and presentation skills, with the ability to communicate complex ideas to both technical and non-technical audiences. - Proven track record of delivering successful products that meet customer needs and drive business growth. - Experience with iterative/agile product development processes. - Ability to work and collaborate in eastern and central time zones. Benefits - We offer a competitive compensation package based on various factors including but not limited to qualifications, skills, competencies, location, and experience. - Other rewards include an annual bonus or commission, a 401(k) retirement plan with employer match, medical, dental, and vision insurance, generous PTO, sick and paid holidays, as well as employer paid life and short & long term disability insurance. - We provide you with a laptop for your home office and a flexible remote-first work culture. Company Description EPS Learning is a leading K–12 supplemental literacy and math curriculum company. Its suite of solutions includes many well-known, trusted and proven products like SPIREⓇ, Explode The CodeⓇ and Wordly WiseⓇ. The company recently took on a private equity partner committed to product and go-to-market investments that will position the company for explosive growth over the coming years. We are looking for team members who want to be part of addressing one of our nation’s most critical challenges. Fewer than a third of all students can read proficiently. Reading ability is a key driver of equity since only 20% of Hispanic students, and 16% of Black students can read proficiently by 4th grade. You will be joining a high-paced, creative and fun team dedicated to making a difference in children’s lives and driving equity across our nation’s public schools.

This role involves partnering with K–12 schools and districts to ensure the successful onboarding, implementation, and adoption of EPS Learning digital and hybrid curriculum solutions across multiple product lines with a focus on literacy. Take a proactive, consultative approach to customer engagement. Support districts and schools throughout the full implementation lifecycle to drive instructional impact and long-term success. Work cross-functionally with Sales, Professional Learning, Product, and Technical Support teams. Ensure a seamless, high-quality customer experience from initial launch through sustained use. Manage an assigned portfolio of strategic accounts. Evaluate assigned portfolio of small and mid-market partnerships to determine appropriate engagement and communications. Monitor post-sale fulfillment activities for physical, digital, and service components. Coordinate with the sales team to execute successful transitions. Maintain customer implementation contact information in key systems. Coordinate with sales and marketing teams for referrals, case studies, and deeper customer engagement. Provide pre-sale planning support for strategic and managed accounts. Develop a process and communication plan with sales for cross-sell, up-sell, and Customer Health indicators. Liaison with technical support to resolve technical issues. Liaison with professional learning to resolve training, coaching, and usage gaps. Travel onsite to customers as part of strategic onboarding, renewal, or escalation.