Formal Title: Mathnasium Assistant Center Director

Position Summary:

The Mathnasium Assistant Center Director is responsible for directly assisting the Center Director with sales and administrative tasks required to run a center efficiently, in addition to, providing educational support and leadership to the instructional floor. Assistant Center Directors take ownership of the center’s effectiveness and are empowered to take appropriate action when necessary. They assist with sales tasks, such as making care-calls, following up with warm leads to schedule center visits, and having an enrollment conversation with a walk-in customer when the Center Director is occupied. Assistant Center Directors also assist with administrative tasks such as creating binders, reordering workout plans, and logging student progress. Assistant Center Directors join the instructional floor and assist in the team teaching environment providing instruction to students when there are no additional administrative or sales tasks to be completed. In addition to providing administrative, sales, and instructional support, the Assistant Center Director is involved with training, coaching, and developing the instructional staff to achieve top performance in their roles. They support the Center Director in operating the day-to-day functions of a center and are the second highest level of leadership in the center assuming responsibility for the center needs when the Center Director is occupied.

Role & Characteristics:

Assistant Center Principles, Educational Experts, and Administrators:

• Support the Center Director in managing all aspects of center operations to ensure it runs efficiently
• Assume responsibility of ensuring all administrative duties, such as, creating binders for students, entering student progress into the center management system, and coordinating with the center director to modify student learning plans/workout plans, are properly completed
• Position students and team members for success by providing them with the educational material they need
• Administer educational assessments to diagnose learning gaps in order to create learning plans for students
• Take accountability/ownership of decisions, actions, choices, and outcomes

Assistant Sales Managers and Customer Service Specialists:

• Successfully enroll leads in person or over the phone in the Mathnasium program by staying customer focused, utilizing Mathnasium sales tools, overcoming obstacles to sell the program, alleviating most issues customers experience, and building personal relationships to ensure exceptional customer service and satisfaction
• Positively interact and engage with parents to build rapport, establish trust, and answer any inquires
• Sell the Mathnasium program and have enrollment conversations with parents
• Ensure parents and students have a positive customer experience

Instructional Leaders, Trainers, and Support:

• Take ownership of providing support to the instructional floor and staff, ensuring students achieve educational success, team members provide exceptional instruction using Mathnasium methodology, and instructional leadership manage the flow of students appropriately
• Provide on-the-job training/coaching as needed to help employees achieve top performance
• Join the instructional staff in providing instruction to students, when necessary
• Build relationships with team members in order to effectively motivate and lead them
• Quickly identify employees’ needs, and provide appropriate training, coaching, and feedback to enhance team members’ performance in their roles
• Develop team effectiveness by enhancing team communication and collaboration to help foster a positive working environment for all employees

Characteristics:

* In addition to the characteristics of an excellent Mathnasium Instructor and Mathnasium Lead Instructor, Mathnasium Assistant Center Directors possess the following:

Ambitious:

• Assistant Center Directors must be committed to developing their skills, leadership capabilities, and expanding their knowledge. Assistant Center Directors are continuously looking for more ways to make themselves useful and valuable to the center and the staff. Assistant Center Directors must have a desire to achieve both personal and professional success.

Resourceful:

• Assistant Center Directors must be able to support all aspects of the center including educational, administrative, sales, talent development, and parent relationship activities. Assistant Center Directors must be able to learn quickly and problem solve effectively in various situations. Assistant Center Directors must attain a firm understanding the how the center operates, as well as, the Mathnasium method, in order to support the center in achieving maximum efficiency.

Decisive:

• Assistant Center Director must be confident decision makes who take ownership for their action and outcomes. Assistant Center Director must be able to overcome challenges faced on the instructional floor by instructors and students, as well as, challenges with parents and customers. Assistant Center Directors must be able to prioritize tasks effectively in order be successful supporting all aspects of the center.

Encouraging:

• Assistant Center Directors must be positive educators who encourage student to achieve educational success. Assistant Center Directors must be motivating leaders who encourage employees to be successful in their role. Assistant Center Directors must be supportive and reliable teammates who encourage the Center Director to achieve top performance.

Tasks Performed:

In addition to the tasks performed by an excellent Mathnasium Instructor and Mathnasium Lead Instructor, Mathnasium Assistant Center Directors are responsible for the following tasks per Success Factor:

A Great Center Location:

• Monitor, update, and maintain exterior center décor, including any repairs/maintenance needs, to ensure the center exterior is set up to attract leads
• Monitor and update interior center décor to ensure the center is engaging, free from distractions, and conducive of a great learning environment for students
• Take accountability of center cleanliness by cleaning and leading the instructional staff in cleaning tasks.
• Appropriately delegating center cleaning responsibilities amongst staff to ensure the center is cleaned each night and is ready to receive students the following day

Exceptional People:

• Inform new employees of the dress code
• Coach employees on how to successfully utilize the Mathnasium Method and Mathnasium’s teaching constructs and learning tools, such as manipulatives, to facilitate learning for students
• Motivate and encourage employees to excel in their roles through positive reinforcement and mastering the Mathnasium method
• Coach and train staff on how to properly and positively interact with parents and students
• Create, conduct, and evaluate staff meetings for employees to facilitate learning
• Increase center efficiency, operations, and instructional quality by enhancing team cohesion, communication, and accountability
• Observe employee interactions with students and parents, and intervene when appropriate to alleviate any conflict, improve communication, enhance instruction, and assist with employee performance
• Be a role model by demonstrating how to provide exceptional customer service through effective student instruction and parent/customer interaction

Lead Generation:

• Implement and promote a referral program to encourage parents/customers to refer their family and friends to Mathnasium
• Remind parents of the referral program during the enrollment conversation and during parent conferences

Lead Conversion:

• Be available and respond promptly to leads who inquire about Mathnasium’s services.
• Provide exceptional customer service to leads through professional conduct, answering any questions, and directing the leads to begin enrollment conversations
• Receive leads in person, by email and phone, and from the microsite
• Utilize CRM software to maximize lead conversion by creating an organized system of tasks that details communication with leads
• Master and utilize the M-A-T-H model to enhance lead conversion
• Offer the risk-free assessment and other promotions to encourage potential customers to come into the center
• Sell the Mathnasium program to potential customers
• Demonstrate the Mathnasium Method to potential clients during a center visit so that they understand how Mathnasium works and consequently sign up
• Utilize all available resources, such as parent packs, sample binders, and demonstrations, to help convert leads
• Follow up with leads in person, by email, and by phone to answer any inquires, overcome objections, invite them into the center for a visit, and sell them the Mathnasium program
• Utilize all available software, such as Constant Contact, to effectively manage marketing campaigns
• Convert leads into customers by enrolling them in the Mathnasium program
• Use all available resources to facilitate the enrollment process and make it as simple as possible for potential customers to enroll
• Set up appropriate expectations with parents and students about anticipated progress and recommended guidelines for student attendance, behavior, and engagement
• Conduct initial student assessments to identify learning gaps, demonstrate how the Mathnasium Method can improve those skills, and create student Learning Plans
• Ensure all students are positively welcomed, greeted, and introduced to all instructors
• Re-enroll currently enrolled customers once their enrollment expires
• Consult on Mathnasium’s diagnosis and prescribed student Learning Plans

Right Materials:

• Properly choose assessments to assess learning gaps for students who are enrolling in the program
• Effectively administer and evaluate assessments to identify learning gaps, create Learning Plans, understand student thinking, and modify Workout Plans
• Administer supplemental assessments, as needed, to identify student learning capabilities, improvements, and areas for focus
• Enter assessment information into center management software to create Learning Plans, reports, and a list of resources for students to begin working on
• Regularly check in on students taking assessments and adjust their assessment level if necessary, based on their performance
• Properly and accurately identify learning gaps in a student’s foundation, and prescribe the personalized Learning Plan designed to bridge those learning gaps
• Create student binders with Prescriptives, Workout Books, and other required Mathnasium material, in accordance with the student’s Learning Plan
• Manage all student binders, ensuring each binder is updated with Prescriptives, Workout Books, and other Mathnasium material for the student to be able to progress through their Learning Plan
• Modify existing Learning Plans to ensure students receive and achieve maximum learning, engagement, and retention
• Evaluate student performance based on a combination of assessment results, Mastery Checks, Workout Plan progress, and personal interaction to determine progress and steps to improve performance
• Create binders for students that follow the prescribed learning plan and order of assignments for that student
• Update student binders based on binder notes, student progress, parental requests, and student interaction
• Administer and evaluate post-assessments for students to determine their skill retention and identify Learning Plan progress and areas for improvement, evaluate skill retention, and areas that need to be improved.
• Utilize the assessment chart to demonstrate student progress to parents and students

Right Instruction:

• Manage the overall center environment, paying close attention to detail to effectively manage the flow of students, parents, customers, and team members
• Manage student engagement and ensure instructional staff are frequently interacting with students to answer questions or provide assistance
• Assume accountability of managing all student Workout Plans and activities, ensuring students are progressing through their prescribed Learning Plans
• Keep track of, record, and manage all student documents regarding Learning Plan progress, Workout Plan progress, level of satisfaction, engagement, attendance, and behavior
• Create, manage, and maintain the student incentive program
• Ensure the center rewards cabinet is fully stocked
• Assume responsibility of student attendance by ensuring each student properly checks in and out of the center through the attendance tablet
• Assume responsibility for students’ experiences at the center and ensure student safety
• Coordinate with employees/team members to ensure student safety is a priority at all times
• Delegate instructional leadership duties, such as floor control, to appropriate positions and team members

A Real Parent Relationship:

• Be the primary point of contact for parents with inquiries about their students’ progress, behavior, attitude, and other questions
• Make parents feel welcomed on the phone, in person, and through email to foster and maintain a positive relationship with customers and leads
• Hold conferences with parents to discuss student progress and resolve any issues, ensuring parents are satisfied with the program and their students’ performance
• Send out progress reports to keep parents updated on students’ progress
• Solicit parents to provide feedback about the center through online review outlets, such as Listen360, Yelp, Google My Business, and others
• Talk with parents, students, and instructors to identify barriers to students’ learning and progress
• Actively seek to satisfy customer/parents’ needs and requests by providing exceptional customer service and re-aligning expectations to increase customer satisfaction and retention
• Send mass emails to parents (current, inactive, and leads) updating them about Mathnasium’s programs, events, activities, and promotions
• Set and maintain expectations with parents regarding expected student development
• Make monthly Care Calls to parents to inquire feedback about their experience, and update them on student progress and behavior
• Make monthly calls to parents to update parents about student progress and behavior.

Management:

• Monitor and manage self-performance utilizing overall center performance, customer service, lead conversion, staff performance, student achievements, and profit as indicators for success
• Monitor and manage self-training to continuously improve center director capabilities
• Attend additional center director and experienced center director training, when possible
• Continuously evaluate employees to identify potential and aptitude for greater responsibility and promotion
• Properly delegate tasks as appropriate to qualified employees
• Authorize and empower employees with greater responsibility, when appropriate
• Prepare, maintain, or oversee the preparation, opening, maintenance, and closing of the center
• Enact operational policies and procedures, and make any necessary modifications, based on analysis of operations, demographics, and other research information
• Utilize CRM software to maximize lead conversion, manage tasks, and optimize business performance
• Watch for and recognize security risks

Additional Responsibilities:

In addition to conducting all the tasks and maintaining all the competencies of the Assistant Center Director position, Assistant Center Directors are required to have knowledge and be competent on all the tasks and competencies of the Instructor and Lead Instructor positions. These tasks and competencies can be found in the Instructor and Lead Instructor Job Descriptions, respectively.