Head of Operations

Overview

We are looking for an Operations & Tutor Success Lead to drive the end-to-end supply chain, scheduling logistics, capacity planning, and overall performance of our tutor network across Latin America. This is an operations-first role designed for a "mini-founder" who thrives in high-complexity environments: someone who can optimize supply and demand, streamline scheduling workflows, manage unit economics, and build scalable operational playbooks.

Think of this person as our "Head of Fleet Operations" (Uber / Rappi marketplace style) for tutors: a supply chain and operations operator who masters capacity planning to protect gross margins, eliminates operational friction, and keeps our tutor community highly engaged, active, and performing. A tutor’s operational efficiency directly impacts session quality, overall retention, and unit profitability.

Today, this is a hands-on, individual-contributor role owning supply operations, capacity logistics, and tutor engagement. As volume grows, this role will scale into leading the broader Tutor Operations and Supply division.

Responsibilities

Tutor Experience, Retention & Community (Uber-Style Driver Success)

• Own the Day-to-Day Tutor Journey: Keep tutors motivated, supported, and engaged. Act as the primary point of contact for tutor concerns, payment questions, and scheduling issues.
• Gamification & Incentives: Design and implement tutor incentive schemes (completion bonuses, performance perks, gamification) to boost punctuality, session quality, and retention.
• Referral & Community Building: Launch tutor referral programs and build a strong tutor community to create an ongoing pipeline of top talent.

Supply Operations, Logistics & Capacity Planning

• Capacity & Demand Planning: Work closely with operations to build long-range capacity plans, ensuring we have the exact bench of bilingual tutors needed for upcoming student "waves."
• Logistics & Scheduling Optimization: Optimize tutor shift allocation ( back-to-back scheduling ) to maximize tutor utilization while avoiding no-shows or late arrivals.
• Unit Economics & Margin Target: Monitor supply costs and operational efficiencies to help safeguard our target Gross Profit Margin / COGS (maintaining a 70%+ margin) .

Recruiting & University Partnerships

• Targeted Recruiting: Lead tutor acquisition across LatAm, prioritizing high-quality bilingual talent (specifically strong in Math/Algebra and History).
• University Partnerships: Build relationships with universities across LatAm to establish a reliable pipeline of student tutors.
• Career Path Model: Position tutoring as a career on-ramp, connecting top-performing tutors to future career growth opportunities within the company.

Requirements

Must-Haves:

• Experience: 4+ years of combined experience in Recruiting, HR, Talent Acquisition, Operations, or Client Success .
• Soft Skills & Relationship Management: Strong empathy, interpersonal skills, and ability to build trust and high engagement within the tutor community.
• Numerical & Business Acumen: Comfort working with operational metrics, unit economics, and margin tracking (understanding EBITDA, Gross Margin, and capacity utilization).
• Technical Toolkit:Google Sheets / Excel (Advanced): Ability to build and maintain custom operational sheets, schedules, and capacity projections.
• Vibe Coding / AI Prompting: Proficiency or strong familiarity using AI tools (ChatGPT, Claude, prompting) to quickly automate workflows, scripts, or operational tasks.
• Languages: Fluent/Professional English and Spanish (written and verbal).
• Ownership Mindset: Entrepreneurial spirit, proactive attitude, and ability to thrive in a fast-paced environment.

Nice-to-Haves:

• Marketplace / Logistics Background: Previous experience at high-growth marketplaces or mobility platforms ( Uber, Rappi, PedidosYa , etc.) managing driver/rider supply or operations.
• Internal HR: Willingness to support basic internal HR/people tasks as the team scales (<100 people).