Eric S.
About Eric S.
Eric S. serves as the Senior Tutoring Operations Manager at Remind, where he has worked since 2021. He has extensive experience in operations management across various companies, including Phil, Inc., Ghirardelli Chocolate Company, and Blink Health.
Current Role at Remind
Eric S. serves as the Senior Tutoring Operations Manager at Remind, a position he has held since 2021. In this role, he focuses on enhancing tutoring operations and improving overall efficiency. His responsibilities include developing and implementing tutor quality metrics, which have significantly improved operational efficiency. Eric has also launched a session summary submission program that provides valuable customer insights and standardizes confidence metrics to drive student achievement.
Previous Experience in Operations Management
Eric S. has extensive experience in operations management across various organizations. He worked at Phil, Inc. as Operations Manager from 2018 to 2020, where he contributed to operational strategies in the San Francisco Bay Area. Prior to that, he held the position of General Manager at Ghirardelli Chocolate Company for seven months in 2014. His career also includes a role as Access Operations Manager at Blink Health from 2020 to 2021 and as Operations at Pared from 2016 to 2018.
Educational Background
Eric S. studied at the University of California, Los Angeles, where he earned a Bachelor's degree in Psychology. He also pursued advanced studies at The Chicago School of Professional Psychology, focusing on Forensic Psychology as a Psy.D. student. His educational background provides a strong foundation for his roles in operations management and team leadership.
Achievements in Operational Efficiency
Throughout his career, Eric S. has implemented several initiatives that have led to significant improvements in operational efficiency. He identified and integrated a Learning Management System tool that reduced onboarding time by 33% and increased qualified supply by 15%. Additionally, he created operational runbooks for offshore support, impacting over 1000 customers weekly. His efforts have resulted in increased customer lifetime value and improved customer conversion rates.
Impact on Customer Engagement
Eric S. has made notable contributions to customer engagement strategies. He launched a product marketing platform and feedback loops, including regular webinars, which improved tutor retention by 400%. His initiatives have also led to a 30% increase in customer attendance and an 8% decrease in direct-to-consumer churn, demonstrating his effectiveness in enhancing customer interactions and satisfaction.