Student Operations Team Leader

You are the point of contact for a Contour customer experience pod.

This is a management role: you do not carry a personal query target, your pod's results are your results.

You own the quality chain, every response sent, every process followed, every query cleared.

The disciplines in the CX block span billing, service, and student experience, and the pod you run works one of them.

Billing is the most built-out example, so much of what follows uses it, but the standard is the same across the block.

A great POC runs a pod that does not need managing from above.

Queries are assigned and cleared, the team is developing, processes are current, and issues are caught and resolved at pod level.

Your lead stepping in is the exception, not the norm.

That is the bar the whole role is built around.

Your day is built on triage and queue ownership.

You clear each triage window with zero unassigned queries, you keep first response inside the fifteen-minute standard for every query type except policy questions, and you drive the pod's queue to zero every day, approving and tracking the rare carry-over yourself.

You keep full platform coverage at all times across Missive, Podium, and the ticket queue, with a trained backup actively carrying every responsibility, and you flag volume that outruns capacity at the first sign, not after the backlog forms.

You own pod quality and the audits that protect it.

You audit enough of your team's work to see error patterns as they emerge, flag them within the day, and get resources corrected so an outdated step is never in active use.

You own development: every pod member trained across all query types, with a documented plan for any gap, so a family never receives a wrong answer from someone who was never taught the right one.

And you are reachable and accountable, responding to your pod, your lead, and senior stakeholders inside fifteen minutes, and running the pod so cleanly that day-to-day operations do not need your lead in them.

You report to the delivery manager for the CX block, who runs the wider operation.

The onshore teams own policy and the harder approvals; you own the daily operation, the pod's output, and its ramp.

The North Star is Resolution Integrity: the share of queries actually resolved for the family at first attempt, and your pod's number rolls up into it.

By the checkpoint, your pod runs to standard on its own: work assigned and cleared, quality holding, development on track, and your lead checking in rather than stepping in.