Position Overview
The Program Coordinator (PC) serves as the primary operational level leader responsible for ensuring high-quality program implementation, tutor success, and strong school-site partnerships. Reporting directly to the Lead Program Coordinator, the PC acts as the direct supervisor of assigned tutors, providing ongoing coaching, performance management, professional development, and operational support to ensure tutors meet both district and organizational expectations.
The Program Coordinator works closely with tutors, school administrators, Customer Success Manager, and Hiring team to ensure programs are delivered with fidelity, operational excellence, and alignment to contractual goals. As the direct manager of tutors, the PC is responsible for conducting observations, facilitating coaching conversations, managing performance concerns, approving timesheets, and serving as the primary point of contact for day-to-day tutor support.
The PC plays a critical role in maintaining visibility into program health, including student progress, tutor performance, and school-site feedback. Through regular school-site visits, stakeholder engagement, data review, and operational oversight, the Program Coordinator helps drive positive student outcomes, high-quality tutoring experiences, and exceptional partner satisfaction.
Key ResponsibilitiesTutor Support & Coaching
- Prepare tutors for program launch and ensure alignment with assigned Program Managers, including pre-deployment calls and training with tutors.
- Be on site at one or more school sites during launch and every day of the program to provide on-site coaching and support to tutors, reinforcing instructional best practices and program expectations.
- In addition to on-site observations, monitor tutor and student performance through HeyTutor’s internal data dashboard and hub.
- Conduct formal tutor observations in person, documenting findings and following up with targeted coaching.
- Conduct bi-weekly group tutor check-ins to provide feedback, coaching, and individualized support (once every two weeks for 15 minutes).
- For virtual programs, monitor tutoring sessions through spectator or incognito mode to ensure instructional quality and program fidelity.
- Serve as a mentor and resource for tutors, helping them navigate day-to-day challenges and site expectations.
- Manage tutor resignations and partner with leadership and Human Resources to facilitate termination processes when appropriate.
- Communicate district, school-site, and program updates to tutors in a timely and professional manner.
- Review and approve tutor timesheets, monitor clock-in and clock-out compliance, and resolve attendance or payroll discrepancies.
- Partner with Customer Success Managers and Program Managers to address implementation barriers and operational needs.
- Collaborate with internal teams to identify staffing needs, performance trends, and opportunities to improve tutor retention and effectiveness.
- Issue performance write-ups and corrective action plans when necessary, while providing ongoing coaching and support for improvement.
School Site Partnership & Communication
- Build and maintain positive relationships with school-site administrators and staff.
- Serve as a day-to-day point of contact for site-level operational questions and concerns.
- Conduct regular check-ins with school personnel to gather feedback and strengthen partnerships.
- Document all leadership interaction in HeyTutor internal CRM, noting stakeholders present, topic of conversation, and any customer health concerns raised
- Provide leadership recaps following site visits, including:
- Program updates
- Student data insights
- Tutor performance observations
- Areas of improvement
- School feedback and concerns
- Maintain accurate and timely Program Coordinator logs (including submission of planned site visit schedule Friday of the preceding week).
Operations & DocumentationQualifications
- Bachelor's degree preferred or equivalent professional experience.
- 2+ years of experience in education, tutoring, coaching, program coordination, customer success, people management, or related fields.
- Prior experience directly managing, supervising, coaching, or leading staff preferred.
- Experience working directly with K-12 schools, students, or educational programs strongly preferred.
- Demonstrated ability to coach, mentor, develop, and hold team members accountable to performance expectations.
- Strong relationship-building, interpersonal, and communication skills.
- Ability to effectively manage multiple tutors across various school sites while maintaining high levels of support and accountability.
- Strong organizational, problem-solving, and time-management abilities.
- Comfortable analyzing student, tutor, and program performance data to inform decision-making and coaching strategies.
- Experience conducting observations, providing performance feedback, and addressing employee performance concerns preferred.
- Experience with CRM systems, reporting tools, and educational technology platforms preferred.
- Ability to travel regularly to school sites and program locations.
- Ability to work independently while collaborating effectively with cross-functional teams and stakeholders.
Success Metrics
- Tutor retention and performance
- Program launch readiness and implementation quality
- School-site satisfaction and engagement
- Student attendance and program participation
- Program fidelity and quality assurance
- Timely issue resolution and escalation management
- Accurate documentation and operational compliance
Ideal Day-to-Day Operations of a Program CoordinatorMorning
- Review emails, tutor communications, and urgent program updates.
- Monitor tutor attendance, engagement, and lesson completion data.
- Follow up on any open site concerns, tutor questions, or operational issues.
- Update Program Coordinator logs and document action items.
- Prepare for scheduled site visits and coaching sessions.
Midday
- Conduct school-site visits and tutor observations.
- Meet with site administrators and gather feedback regarding program implementation.
- Review student performance data and discuss trends with tutors.
- Provide in-person coaching and support to tutors.
- Address operational concerns and troubleshoot issues in real time.
Afternoon
- Meet with internal team members to discuss:
- Tutor quality and performance
- Program implementation updates
- School-site feedback
- Staffing needs and coverage plans
- Program risks and escalation items
- Conduct tutor check-ins and coaching conversations.
- Complete site visit recaps and leadership updates.
- Update documentation, logs, and program records.
Success in this Role Looks Like:
- Strong relationships with tutors and school-site leaders.
- High tutor engagement, retention, and performance.
- Successful program launches and consistent program fidelity.
- Positive school-site feedback and satisfaction.
- Proactive issue resolution and effective escalation management.
- Consistent documentation and operational excellence.
- Meaningful contributions to student success and program outcomes.
- Effective collaboration that supports both customer and tutor success.
Pay: $28.00 - $30.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Application Question(s):
- This is a contract position for the duration of the school year, with the possibility of extension. Are you comfortable with this?
Ability to Commute:
- Fresno, CA 93844 (Required)
Work Location: In person
