Lead Program Coordinator

Lead Program Coordinator (LPC)

Position Overview

The Lead Program Coordinator (LPC) serves as the operational leader of the Program Coordinator team

and is responsible for ensuring consistent, high-quality program implementation across all assigned

accounts. Reporting to COO, the Lead Program Coordinator directly manages Program Coordinators,

providing coaching, accountability, performance oversight, and professional development to ensure

each Program Coordinator successfully fulfills their scope of work.

The LPC works closely with our Program Management , Customer Success, and Human Resource

departments to maintain program fidelity, strengthen school-site partnerships, support tutor quality,

and drive successful student outcomes. Through regular coaching, field oversight, and cross-functional

collaboration, the LPC ensures that Program Coordinators are effectively supporting tutors, maintaining

strong site-level stakeholder relationships, and executing programs in alignment with district

expectations and organizational standards.

Key Responsibilities

Program Coordinator Leadership & Coaching

• Serve as the direct supervisor and primary leader for all assigned Program Coordinators,
• providing coaching, feedback, and corrective action where necessary.
• Conduct regular 1:1 meetings with Program Coordinators to review performance, priorities,
• challenges, and professional development opportunities.
• Ensure Program Coordinators are executing their responsibilities in alignment with
• organizational expectations and contractual requirements, including monitoring teams’ usage
• of internal data dashboard, employee hub, and tutor observation reports
• Support onboarding, training, and ongoing development of new Program Coordinators.
• Foster a culture of accountability, collaboration, and continuous improvement among the
• Program Coordinator team.

Program Oversight & Fidelity

• Monitor overall program health and implementation quality across assigned accounts.
• Review Program Coordinator logs, site visit recaps, track updates in the CRM, ensure PCs are
• logging into the internal HeyTutor dashboard daily, completing tutor observations using
• appropriate documentation, and stakeholder feedback to ensure program fidelity.
• Ensure Program Coordinators visit schools daily based on a pre-determined schedule
• submitted and approved by Lead PC on preceding Friday.
• Identify trends, risks, and implementation challenges across multiple programs and proactively
• develop solutions.
• Support program launches by attending in person high-profile launches and provide additional
• oversight during critical implementation periods.
• Review student attendance, engagement, lesson completion, and assessment trends to identify
• program health indicators, implementation risks, and opportunities for intervention.
• Utilize student and tutor performance data to coach Program Coordinators and support
• continuous program improvement.
• Partner with Customer Success Managers to address red flags impacting student outcomes,
• tutor effectiveness, or overall program success.
• Ensure all programs are delivered in accordance with district expectations, contractual
• commitments, and organizational standards.
• Review and approve recommendations related to tutor write-ups, resignations, and
• terminations.
• Ensure Program Coordinators provide timely and accurate communication regarding program
• updates, site concerns, and implementation challenges.
• Serve as a secondary escalation point for school-site operational concerns.

Meet regularly with the Director of Customer Success & Implementation, Senior Program &

Communications Manager, and Senior National Hiring Manager to review:

• Program health and implementation updates
• Stakeholder feedback and customer concerns
• Tutor quality and performance trends
• Staffing pipeline and hiring needs
• Program risks and escalation management
• Upcoming launches and operational priorities
• Serve as the operational voice of the Program Coordinator team by communicating insights, trends,
• and recommendations from Program Coordinators and tutors.
• Partner with internal teams to ensure alignment between program execution, customer expectations,
• tutor support, and staffing needs.

Qualifications

• Bachelor's degree required and education degrees and masters degrees holders strongly
• preferred.
• 3 years of experience in education, tutoring, coaching, program management, operations,
• customer success, or related fields.
• 3 years of direct people management experience preferred.
• Reliable transportation required to travel to assigned district programs/school sites; mileage
• reimbursable
• Experience managing supervisors, coordinators, tutors, or educational staff strongly preferred.
• Experience working directly with K-12 schools, students, or educational programs strongly
• preferred.
• Demonstrated ability to coach, mentor, develop, and hold employees accountable to
• performance expectations.
• Strong leadership, communication, conflict resolution, and relationship-building skills.
• Ability to effectively manage multiple Program Coordinators and programs simultaneously.
• Strong organizational, analytical, and problem-solving abilities.
• Comfortable analyzing program, tutor, and student performance data to drive
• decision-making.
• Experience conducting performance reviews, coaching conversations, and corrective action
• processes.
• Experience with CRM systems, reporting tools, and educational technology platforms preferred.