About the role#
The Student Progress Lead manages the lifecycle health of tutoring students from onboarding through their test day. This role focuses on student engagement and progress rather than content delivery. You will oversee a large caseload and coordinate with a team of MCAT experts to ensure students stay on track. This is a full-time, remote position reporting to the Senior Director of Services.
What you'll do#
- Monitor the active student dashboard daily to identify and support at-risk students.
- Conduct proactive outreach to flagged students, managing approximately 15 to 25 touchpoints each week.
- Handle tutor reassignments and escalate quality issues to lead instructors when necessary.
- Manage and develop a direct report in Student Progress Ops, including the creation of standard operating procedures and daily task reviews.
What you'll need#
- At least 3 years of experience in customer success, student services, account management, or a similar operations role.
- Ability to communicate with both authority and empathy while managing a caseload of over 100 students.
- Proficiency in Google Sheets and experience monitoring data dashboards.
- A systems-oriented mindset that allows you to build checklists, identify patterns, and flag process gaps.
- A degree in Business Administration, Psychology, Communications, or Human Resources.
Location & details#
- This role is fully remote within the United States.
- Work hours are Monday through Friday. You must be available for student calls between 10:00 AM and 6:00 PM Eastern time, with additional responsiveness to messages until 8:00 PM Eastern time.
- This is a full-time, paid position.
About Jack Westin
Jack Westin is an e-learning company based in Los Angeles. Founded in 2012, the firm provides test preparation materials for students studying for the Medical College Admissions Test. It operates with a staff of 97 employees. The company focuses on creating accessible online educational resources for a global student base.
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