Client Success Manager

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Tutoria is a free online platform connecting seekers of knowledge services with volunteers eager to make a difference. Volunteers and clients can join our site at https://tutoria.io. They select their interests (English tutoring, US Citizenship, or legal aid) and availability. They then connect with one another via direct message.

The Client Experience Manager is a strategic, data-driven marketing role that will leverage data and insights to design and implement improvements for our clients. Using design thinking principles, the volunteer will 1. conduct surveys and interviews of our volunteers, clients, and donors. 2. Identify key personas, define who they are and define their needs and wants. 3. Monitor operational metrics that track service delivery and draw conclusions. 4. Map the customer journey, and identify areas for improvement in the customer experience. Bilingual (English/Spanish) is a plus.

Join Tutoria’s volunteer team to help us provide a welcoming and enjoyable experience for each of our clients!

Why Tutoria?: There is a strong demand from immigrants for education and legal services across the United States, and especially here in NYC. There is also a large supply of volunteers offering to teach such classes. The bottleneck is that connecting immigrants and volunteers is done manually by non-profit staff, who do not have the capacity to provide matching/scheduling services. The consultants will be working closely with Tutoria's leadership. The approach developed by the consultants will serve as an operating model for permanent Tutoria staff, once on-boarded.