[Hiring] Virtual Central Operations Manager @FullBloom

Role Description

The Virtual Central Operations Manager serves as the operational leader of Catapult Learning’s Virtual High Impact Tutoring (HIT) model and National Tutor Team. This role is the connective tissue between our tutors, curriculum, product, and field operations, ensuring that Virtual HIT is delivered with quality, consistency, and measurable impact. The role requires strong people leadership and operational excellence.

• Own the refinement of Virtual HIT Standard Operating Procedures.
• Oversee the National Tutoring Pool.
• Ensure that every virtual session meets Catapult’s standards for instructional rigor and student outcomes.
• Partner closely with the High Impact Tutoring and Curriculum teams to develop and continuously improve instructional materials.
• Define best practices for virtual delivery and evolve the product based on performance data and field feedback.
• Ideal for someone who thrives in ambiguity, enjoys scaling programs, and can lead a high performing, remote tutor team.

Qualifications

• 4+ years of experience in customer success, implementation, or product ownership roles within an education, SaaS, or services organization.
• Experience in the classroom preferred.
• Proven success driving adoption of new products or programs.
• Strong operational skills: workflow design, process improvement, and cross-functional project management.
• Comfort working in a fast-paced, startup-like environment with evolving priorities.
• Excellent communication, facilitation, and relationship-building skills across internal and external stakeholders.
• Experience in education technology or services.
• Data fluency: ability to analyze data, build dashboards, and define success metrics.
• Education: Bachelor’s degree required.

Requirements

• Build and manage the National Virtual Tutor Pool.
• Standardize onboarding and certification in: The Catapult Way, Virtual instruction, Program fidelity, Tutoring Management Platform and Virtual Tutoring Platform.
• Implement coaching and observation systems in partnership with the Instructional Excellence Team to ensure tutor quality and growth.
• Create engagement systems for a remote team.
• Serve as the centralized escalation lead for Virtual HIT.
• Translate customer and field insights into structured virtual product requirements.
• Partner with Product and IT teams to inform roadmaps, feature prioritization, and platform improvements.
• Monitor pilot launches, capturing data and running retrospectives to refine the model before scale.
• Document and operationalize learnings into SOPs, tools, and training.
• Continuously improve workflows to increase speed, quality, and cost efficiency.
• Implement and monitor SLAs, KPIs, and dashboards.
• Ensure Virtual HIT meets the same instructional and outcome standards as in-person HIT.

Benefits

• Successful, on-time launch of all scheduled Virtual HIT programs.
• Consistent session coverage and low cancelation rate.
• Fully documented and standardized Virtual HIT SOPs and training materials.
• Stable, high-performing National Tutor Pool with strong retention.
• Clear onboarding, certification, and observation systems in place for virtual tutors.
• Established feedback loop with Product/IT, with documented enhancements.
• High compliance with CLC data entry and workflow adoption.
• Faster startup timelines compared to in-person programs.
• Measurable improvement in cost-to-serve for virtual implementations.

Company Description

Posted Salary Range: USD $60,000.00 - USD $75,000.00 /Yr.