Sophia

• Provide high quality intervention to Sophia learners in their area of expertise. • Provides coaching and mentoring to students, approaching student challenges with empathy and competence. • Develops remediation materials, hosts group and individualized sessions with students. • Proactively engages with learners who are struggling in real-time with targeted resources. • Analyze data to identify areas of struggle. • Proactively contact learners who are struggling to recommend resources aligned to areas of struggle. • Tutor students individually and in groups. • Respond quickly and thoroughly to student inquiries and requests for assistance. • Ensure that teaching methods are varied and informed by the latest research and best practices. • As volume requires, manage part time tutors to leverage consistent protocol and resource development.

• Accurately read and measure student performance in Spanish and French based against a grading rubric • Collaboratively work with the Lead for the course(s) to provide the student with constructive, supportive and concise feedback • Complete grading rubrics and leave detailed feedback and comments for the learner • Check student submissions for plagiarism and for grammar • Provide in-context feedback and scoring using the Sophia-provided rubric • Participate in calibration efforts to ensure consistency of quality for our learners

• lead and manage end-to-end student affairs operations with a focus on consistency, scalability, operational rigor, and continuous improvement • design, implement, document, and maintain airtight operational systems and workflows that support efficient and compliant student affairs processes • recommend policy iteration based on ground truth to push the organization forward • monitor operational metrics and trends to identify risks, process gaps, and opportunities for improvement

• Manages the Student Affairs review process reviews and communications according to policies and procedures • Utilizes technology resources deployed by Sophia in the detection and tracking of violations • Responsible for responding to escalated student issues to ensure timely and appropriate student service • Serves as a liaison between the Student Affairs Team and various departments to resolve student issues • Collaborates with the Senior Director of Operations on training and orienting staff to the policies • Takes leadership role in designated areas of Student Affairs responsibilities • Serves as primary contact for resolution of escalated issues from Legal, Regulatory, and Better Business Bureau agencies • Manages Student Affairs reporting to key stakeholders

• Support new and prospective students with the Sophia Learning platform • Assist students in creating and managing accounts • Provide navigation assistance through the platform • Troubleshoot basic technical issues • Identify and escalate complex issues to internal teams

• Design, develop, and deliver full-stack features across Ruby and JavaScript applications, spanning database, backend, and user interface layers • Own technical direction by evaluating trade-offs, recommending solutions, and establishing scalable patterns and best practices • Collaborate cross-functionally with product managers, business analysts, QA, and engineering partners to shape requirements and deliver iterative releases • Practice and promote Agile development methodologies, including Test ‑ Driven Development (TDD), automated testing, and CI/CD pipelines • Participate in software releases, partner with QA on test plans, and assist with implementation planning • Troubleshoot and resolve production issues, perform root cause analysis, and recommend long-term solutions • Provide level 3 production support for enterprise applications after release • Mentor and elevate other engineers through code reviews, pairing, and technical guidance • Participate in the continuous evolution of engineering standards, development workflows, and system reliability • Explore and apply AI capabilities, showing curiosity and enthusiasm for integrating AI-powered features and AI-assisted development workflows into the platform

• Own the platform experience for Sophia’s learning environment • Develop and manage a multi-quarter roadmap for learner needs • Lead product discovery and execution with engineering teams • Build and operationalize user understanding infrastructure • Lead and grow a team of product managers and UX designers • Collaborate with cross-functional partners for seamless learner journey

• manage a team of Partner Success Managers and Associates • create and introduce new strategic initiative ideas • manage the launch process for new partners • coaching a team of Partner Success Managers/Associates • develop relationships directly with universities • lead, coach, and own the professional development of a team • manage complex escalations from partners and internal teams • monitor partner health and utilize data to provide value

• Assist students in creating and managing their accounts • Guide students through the process of adding courses • Provide detailed support on accessing and utilizing resources available • Explain the functionality and features of Sophia • Offer guidance on platform tools • Help students resolve login issues • Troubleshoot basic technical issues • Identify and escalate more complex issues to internal teams • Act as a liaison between students and internal support teams