Program Manager

About Inspira EducationInspira Education Group is one of the fastest-growing edtech startups in the US. We started with a simple mission to democratize access to high-quality coaching so that every student in the world has an equal opportunity to access the best opportunities.As the world’s leading network of top admissions coaches in medical, legal, business, and college studies, we’re building software and services in one place—disrupting long-entrenched application processes with products and experiences that strive to provide an equal platform for candidates from diverse backgrounds worldwide.As one of the fastest-growing edtech firms in the world, we are backed by some of the leading venture capital firms and investors in the world, including Zeev Ventures, Quiet Capital, Craft Ventures, Jeff Fluhr (Founder of Stubhub), and David Sacks (Former COO of PayPal and Founder of Yammer).The RoleThis isn’t your typical run-of-the-mill operations job. We’re looking for someone who wants to build and scale a new business inside a high-growth, mission-driven education company.You’ll lead everything from designing and launching new programs and services, to building the infrastructure that supports growth — including global counselor recruitment, CRM workflow optimization, and customer support systems. Beyond operations, you’ll also play a key role in community building (engaging students, parents, and counselors) and in driving upsells and cross-sells to ensure we maximize value across our offerings.This is your chance to own the growth of a new business line from the ground up. You’ll work directly with the founders and partner across sales, marketing, product, and technology to ensure this vertical not only launches successfully but becomes a best-in-class experience that drives student outcomes, counselor excellence, and business growth.You’ll be both the architect and the operator: architecting how this vertical comes to life, and then executing the systems and processes that scale it. You’ll be the connector of teams, the builder of community, and the driver of growth.This is a hybrid role based in NYC, with a few days per week in our Midtown Manhattan office.What You’ll DoCounselor Recruitment & OnboardingOwn the end-to-end counselor supply engine: recruitment, onboarding, training, and quality monitoringBuild scalable hiring pipelines with internal and external recruiters to support rapid growthDesign and enforce performance benchmarks, audits, and ongoing engagement initiatives for counselorsCreate onboarding and training programs to ensure counselors are aligned with company standards and student needsCustomer Success & EscalationsLead the customer escalation function to ensure fast, empathetic, and consistent issue resolutionDevelop SOPs and escalation protocols to improve quality and reduce refund ratesBuild out processes to track and improve NPS, CSAT, and retention metricsTurn escalations into feedback loops that inform process improvements and product enhancementsCommunity Development & EngagementBuild and scale a thriving student, parent, and counselor community to strengthen brand loyalty and referralsDesign engagement programs (events, workshops, digital forums) that foster connection and long-term valuePartner with marketing to integrate community insights into lifecycle campaigns and upsell opportunitiesProcess Design & Operational ExcellenceArchitect and implement new processes to improve counselor performance, student experience, and business efficiencyLeverage CRM and automation tools (HubSpot, etc.) to streamline workflows and maintain data integrityBuild reporting systems that provide visibility into counselor utilization, escalation trends, and upsell successNew Product & Vertical LaunchesLead operational planning and execution for new products, services, or verticalsCollaborate cross-functionally across sales, marketing, product, and tech to ensure seamless launchesEnsure backend systems, counselor training, and customer support are ready to scale with each new launchUpsells & Cross-SellsPartner with sales and lifecycle marketing to design and implement upsell/cross-sell strategiesTrain counselors and student success teams to identify upsell opportunities during client interactionsTrack and optimize upsell performance as a key driver of revenue per studentStudent Feedback & Counselor DevelopmentBuild structured student feedback loops to capture insights on counselor performance and overall experienceTranslate feedback into continuous improvement plans, counselor training, and operational refinementsPartner with senior counselors to create mentorship and training programs that elevate overall qualityWho You Are3–7 years of experience leading and scaling teams in operations, customer success, or program management, ideally within a high-growth service, education, or marketplace environmentProven ability to handle customer escalations and collaborate with internal stakeholders with empathy and clarityBackground in managing or recruiting service providers (e.g., coaches, tutors, consultants) is a strong plusHands-on experience working in a startup or high-growth marketplace businessFamiliarity with building and optimizing workflows in CRMs such as HubSpot, Salesforce, or AirtableDetail-oriented with a high bar for excellence, while knowing how to keep momentum and avoid getting stuckThrive on ownership and autonomy, continuously improving processes and outcomes week over weekComfortable wearing many hats and able to discern when to build something new vs. optimize what already existsEnergized by working with people and passionate about solving for both sides of a marketplaceCollaborative, humble, and hardworking. You bring zero ego and a strong “roll-up-your-sleeves” mentalityWhat You'll GetA front-row seat at a fast-growing, mission-led companyAutonomy to run an entire function, and real influence on the company’s futureFounders who care deeply about impact, and give you space to runA chance to help thousands of students realize their dreamsCompetitive compensation, performance upside, and a clear growth pathWhy you'll love InspiraAmazing people with a great vision and valuesAbility to work directly with co-founders and drive impact super quicklyYour work directly impacts the lives and careers of students across the globe100% coverage of health, vision, and dental benefitsFlexible Paid-time OffLearning and Development Budget Retirement Savings Plans - 401k with matchingDiversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and VeteransNote: certain benefits are not provided to 1099 contract workerInterested in learning more about Inspira Education, please visit Inspira Education Group.Inspira Education Group does not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in providing employment opportunities and benefits.