Virtual Student Success Manager

The Virtual Student Success 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, as well as product ownership.  You will own the development and refinement of our Virtual HIT Standard Operating Procedures, oversee the National Tutoring Pool, and ensure that every virtual session meets Catapult’s standards for instructional rigor and student outcomes.  You will 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.  

This role is ideal for someone who thrives in ambiguity, enjoys building from the ground up, and can lead a high performing, remote tutor team. 

Curricula & Standard Operating Procedures 

• Design and own the Virtual HIT operating model, including instructional, scheduling, and quality workflows. 

• Develop and maintain all Virtual HIT Standard Operating Procedures (SOPs). 

• Partner with the Curriculum Development team to ensure materials are optimized for virtual delivery and aligned to the Catapult Way. 

• Lead implementation of Virtual HIT in partnership with the CLC team. 

• Collaborate cross-functionally (Field Ops, IT, Finance, Product, Sales) to remove blockers and ensure scalability. 

People Leadership 

• Build and manage the National Virtual Tutor Pool. 

• Standardize onboarding and certification in: 

• The Catapult Way 

• Virtual instruction 

• Program fidelity 

• CLC systems 

• 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. 

Product Feedback & Ownership 

• 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. 

Operational Excellence 

• 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. 

Key Outcomes (First 12 Months) 

• 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 with 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 

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.