Site Operations Manager

🇺🇸In-Person - Cleveland, OH$55K–$75K/yri4h ago

Corporate Operations Operations Management Site Management Customer Success Team Leadership Facility Operations

Summary

The Site Operations Manager oversees overall performance, operations, and student experience across assigned educational sites for the Hondros brand. This hands-on leadership role ensures operational excellence, team performance, and brand representation while serving over 1 million customers annually.

Key Responsibilities: Lead and coach customer service representatives, manage day-to-day site operations including facility maintenance and vendor coordination, and ensure exceptional student experience across in-person, online, livestream, and satellite learning environments. Track performance metrics, conduct classroom orientations, coordinate site events, and serve as the primary escalation point for student concerns.

Skills & Tools: Strong team leadership, coaching, and performance management capabilities; excellent customer service orientation and communication skills; operational and facility management expertise; vendor relationship management; and ability to work evenings and weekends as needed.

Qualifications: Typically requires 3-5 years of operations, customer service, or team management experience in a professional services or education environment. Bachelor's degree preferred; demonstrated ability to manage multi-location operations and drive operational excellence.

Location: Cleveland, Ohio

Compensation: $55K–$75K/yr (estimated)

Job Description

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy, Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers, and the community as a whole. We have a rich and storied history. Colibri is one of the pioneers of online professional education, introducing some of the first web-based professional education courses in 2001. Today, the company’s family of brands are the leading online professional education platforms in their respective end-markets. We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned professionals. To learn more, please visit: www.colibrigroup.com Position Overview: The Site Operations Manager is responsible for the overall performance, operations, and student experience at their assigned site(s). This role provides hands-on leadership to customer-facing team members, ensures operational excellence, and serves as the primary steward of the Hondros brand at the local level. The Manager, Site Operations is accountable for site results, team performance, facility operations, and student engagement across in-person, livestream, online, and satellite locations. This role reports to the Senior Operations Manager for the Hondros brand and requires occasional evening and weekend hours to support classes and students. What You'll Do::

Site & Team Leadership

Own overall site performance and outcomes, including service quality, operational efficiency, and brand representation.
Lead, coach, and support Customer Service Representatives to ensure consistent execution of job responsibilities and adherence to standards.
Monitor individual and team performance, provide ongoing feedback, and address performance concerns in partnership with leadership.
Foster a positive, student-centered team culture focused on accountability, engagement, and continuous improvement.

Student & Brand Experience

Ensure an exceptional student experience across in-person, online, livestream, and satellite learning environments.
Serve as a visible brand ambassador, elevating brand awareness and professionalism at the site and in the community.
Coordinate and support site-based events for students, instructors, and external partners.
Conduct classroom orientations and serve as a point of contact for student questions, concerns, and escalations.

Operational & Facility Management

Manage day-to-day site operations, ensuring smooth execution of classes and student services.
Oversee facility needs including utilities, cleaning services, building maintenance, and coordination of repairs.
Act as the primary liaison with vendors and building management to resolve facility-related issues.
Ensure the site remains safe, clean, functional, and welcoming for students, staff, and visitors.

Reporting & Accountability

Track and report on site performance metrics and operational issues.
Partner with the Senior Operations Manager to align site execution with broader Hondros goals and initiatives.
Ensure compliance with company policies, procedures, and operational standards.

What You'll Need to Succeed:

High school diploma or GED required; some college preferred.
Minimum of 3–5 years of experience in customer-facing roles required; prior leadership or site management experience strongly preferred.
Proficiency in Microsoft Office (Outlook, Word, Excel).
Basic experience using CRM systems or similar software preferred.
Strong customer service skills with a professional, tactful, and approachable demeanor.
Proven ability to multitask, prioritize, and apply critical thinking in a fast-paced environment.
Strong communication and interpersonal skills with the ability to lead, coach, and influence others.
Willingness and ability to work occasional evenings and weekends as needed to support classes and students.

Physical Requirements

The ability to lift boxes up to 40 pounds.
Sitting or standing for extended periods of time.
The ability to set up, break down, and move tables and chairs for events.

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!