OpenEd

• Owning the implementation and ongoing execution of a specialized program with elevated compliance or program-specific requirements. • Ensuring teachers and specialists understand and adhere to program expectations, policies, and workflows. • Serving as the subject matter expert on state-specific and program-specific requirements. • Monitoring program fidelity through data, audits, and regular review of key systems (attendance, engagement, progress, documentation, etc.). • Identifying compliance risks or gaps and proactively addressing them. • Partnering with the Director of Program Implementation to align program execution with broader system design. • Supporting staff through training, communication, and ongoing guidance related to program requirements. • Collaborating with cross-functional teams (learning, partnerships, product, operations) to ensure alignment and effective execution. • Elevating trends, challenges, and opportunities for improvement based on program data and stakeholder feedback. • Advocating for product and system enhancements that improve the experience for students, families, and staff within the program. • Supporting documentation and audit readiness to ensure compliance with state and partner expectations.

• Drive Enrollment Through High-Volume Outreach • Own daily outreach to prospective and applying families via phone, SMS, and email • Follow structured sequences (calls + texts + emails) to move families from interest → application → enrollment • Lead conversations that uncover needs, answer questions, and confidently guide next steps • Reduce drop-off by identifying and removing blockers in real time • Guide Families Through Onboarding • Support families through enrollment tasks with clarity and urgency • Ensure families feel confident in their education plan and next steps • Reinforce that OpenEd is simple, flexible, and supported every step of the way • Own the Ongoing Relationship • Stay connected with enrolled families through key moments in their journey • Proactively reach out when something is off-track (missing logs, incomplete steps, etc.) • Re-engage families who stall or disengage • Operate with Speed + Precision • Manage a high volume of conversations without sacrificing quality • Maintain clear, timely follow-up across all channels • Track activity and outcomes in HubSpot and contribute to pipeline visibility • Close the Loop + Improve the System • Surface patterns in objections, confusion, or friction points • Partner with team leads to improve messaging, workflows, and resources • Share what’s working so the team gets better, faster • Success Metrics: Enrollment Conversion Rate (application → enrolled) Speed to Enrollment (time from application to completion) Outbound Activity + Contact Rate (calls, SMS, emails completed daily) Re-engagement Rate ≥ 70% for stalled or at-risk families Response Time < 24 hours across channels Family Satisfaction ≥ 90%

• Dashboard and Report Development — Build and maintain trusted, self-serve dashboards in Metabase that serve the full GTM organization. • SQL and Data Modeling — Write clean, well-documented SQL against Snowflake to extract, transform, and validate data for reporting. • KPI Definition and Metric Governance — Partner with the RevOps Analyst to define, document, and standardize the GTM metrics that matter most across marketing, retention, support, and revenue. • Insight Communication — Go beyond the chart. When a dashboard surfaces something unexpected, a trend worth investigating, or a signal that leadership should act on, your job is to name it clearly and frame the implications. • Cross-functional Data Partnership — Work closely with the RevOps Analyst to understand what business questions each team is trying to answer, prioritize the reporting roadmap accordingly, and deliver outputs that are both technically accurate and genuinely useful to the people receiving them. • Data Quality and Validation — Take ownership of the accuracy of your outputs. Before any dashboard or report is shared, you verify it.

• Supervise students during UT RISE testing sessions • Follow strict testing scripts and state assessment protocols • Maintain a calm, professional, and secure testing environment • Ensure testing procedures are implemented consistently and accurately • Monitor student participation and engagement during testing • Support accurate documentation and session reporting • Collaborate with another proctor onsite while supervising separate student groups

• Define product vision and strategy from deep user insight. • Apply Jobs-to-be-Done (JTBD) to reveal what families hire our platform to achieve—real progress in learning, not just features. • Shape work in the spirit of Shape Up: set appetite, narrow problems, outline solutions before building, drive meaningful progress in fixed cycles. • Liaise between departments (learning, partnerships, marketing, operations, etc.) to gather requirements, align priorities, and ensure product decisions support cross-functional goals. • Collaborate closely with the small team to build, launch, and iterate high-impact features. • Prioritize ruthlessly, run experiments, measure real outcomes. • Mentor through action and open feedback.

• Provide real-time support for live sessions (clubs, events, Morning Meetings, Flex Fridays) • Troubleshoot technical issues and ensure sessions run smoothly • Support facilitators and teachers during live programming • Ensure sessions start on time and meet quality standards • Own attendance tracking systems across all Community programs • Ensure accurate and complete attendance records • Maintain and validate data across platforms and systems • Identify discrepancies and resolve data issues quickly • Manage session recordings and ensure timely uploads • Ensure all post-session deliverables are completed accurately and on time • Monitor session quality and consistency across programs • Identify issues in execution and flag them to leadership • Help standardize expectations for live session delivery • Create and maintain weekly reports on attendance, engagement, and trends • Analyze participation patterns and identify opportunities for improvement • Surface insights that inform program planning and operational decisions • Identify inefficiencies in live operations and data workflows • Recommend and support process improvements or automation opportunities • Partner with leadership to improve systems and scalability

• Be the first point of contact for IT issues across the team • Resolve issues quickly and clearly • Build self-service documentation • Own IT provisioning for every new hire • Maintain onboarding checklists • Administer Google Workspace and 1Password • Maintain admin ownership across the broader tool stack • Conduct periodic access audits • Document and enforce practical security policies • Flag risks proactively

• Process student schedules within a 14-day turnaround, cross-referencing vendor information, reimbursement sheets, documents, internal communication channels, and external websites. • Review and process reimbursement claims within a 14-day turnaround, ensuring compliance with company policies. • Ensure all reimbursement claims align with company policies and guidelines. • Verify the receipt of orders and address discrepancies with invoices. • Organize and review incoming student enrollment packets to ensure all required documentation is included and in proper order. • Accurately enter student records into the system and maintain up-to-date enrollment information. • Process Direct Orders for necessary supplies and materials to support the procurement process. • Respond to parent and guardian inquiries in a professional, courteous, and timely manner. • Collaborate with colleagues to provide reliable and clear information to families. • Attend team meetings as required and contribute to discussions. • Foster a supportive environment that aligns with OpenEd’s values, demonstrating professionalism and integrity. • Adhere to all relevant federal, state, and local regulations, as well as OpenEd’s policies and procedures. • Perform additional tasks as assigned by management.

• Provide direct and immediate support to parents via phone, text, email, online chats, video conferences, and social media community forums through answering questions about their child’s educational program. • Use OpenEd's help ticketing system to efficiently triage and respond to parent requests. • Maintain accurate records of interactions with parents, document frequently asked questions, and update databases as needed. • Advise parents/guardians on building an education program schedule that fits the unique needs of their child. • Participate in Parent Support team meetings to collaborate on the best ways to serve OpenEd families. • Coordinate with team members to provide consistent, up to date, information across all channels. • Liaise with team leads and partner schools with complex situations where necessitated. • Manage the intervention process to balance program requirements and assist with setting up families for success. • Administer or assist with daily Q&A sessions, or Parent Information Sessions, as assigned. • Plan or assist with community events, as assigned. • Proactively identify parent issues and develop strategic solutions.

• Support the high-quality delivery of K–12 assessment events across multiple states • Serve as a professional representative of OpenEd during live assessment sessions • Administer assessments directly (often 1:1) as a Tester • Supervise and support testing sessions as a Proctor • Conduct pre-assessment orientations and post-assessment record-keeping and data support • Maintain priority scheduling by committing to 25 or more testing hours per week during active testing windows