Program Manager

About Inspira Education

Inspira Education Group is one of the fastest‑growing edtech startups in the US, with a mission to democratize access to high‑quality coaching for every student worldwide. As a leading network of top admissions coaches in medical, legal, business, and college studies, we build software and services that disrupt traditional application processes and provide an equal platform for candidates from diverse backgrounds.

We are backed by investors such as Zeev Ventures, Quiet Capital, Craft Ventures, Jeff Fluhr and David Sacks.

We’re looking for someone to build and scale a new business inside a high‑growth, mission‑driven education company. You’ll design programs and services, create the infrastructure for growth—including global counselor recruitment, CRM workflow optimization and customer support systems—and drive community building, upsells and cross‑sells. You’ll own the growth of this new vertical from the ground up, working with founders and cross‑functional teams to deliver a best‑in‑class experience that drives student outcomes, counselor excellence and business growth.

• Own the end‑to‑end counselor supply engine: recruitment, onboarding, training and quality monitoring
• Build scalable hiring pipelines with internal and external recruiters to support rapid growth
• Design and enforce performance benchmarks, audits and ongoing engagement initiatives for counselors
• Create onboarding and training programs to ensure counselors are aligned with company standards and student needs

• Lead the customer escalation function to ensure fast, empathetic, and consistent issue resolution
• Develop SOPs and escalation protocols to improve quality and reduce refund rates
• Build out processes to track and improve NPS, CSAT and retention metrics
• Turn escalations into feedback loops that inform process improvements and product enhancements

• Build and scale a thriving community of students, parents and counselors to strengthen brand loyalty and referrals
• Design engagement programs (events, workshops, digital forums) that foster connection and long‑term value
• Partner with marketing to integrate community insights into lifecycle campaigns and upsell opportunities

• Architect and implement new processes to improve counselor performance, student experience and business efficiency
• Leverage CRM and automation tools (Hub Spot, Salesforce, Airtable) to streamline workflows and maintain data integrity
• Build reporting systems that provide visibility into counselor utilization, escalation trends and upsell success

• Lead operational planning and execution for new products, services or verticals
• Collaborate cross‑functionally across sales, marketing, product and tech to ensure seamless launches
• Ensure backend systems, counselor training and customer support are ready to scale with each new launch

• Partner with sales and lifecycle marketing to design and implement upsell/cross‑sell strategies
• Train counselors and student success teams to identify upsell opportunities during client interactions
• Track and optimize upsell performance as a key driver of revenue per student

• Build structured student feedback loops to capture insights on counselor performance and overall experience
• Translate feedback into continuous improvement plans, counselor training and operational refinements
• Partner with senior counselors to create mentorship and training programs that elevate overall quality

• 3–7 years of experience leading and scaling teams in operations, customer success or program management, ideally within a high‑growth service, education or marketplace environment
• Proven ability to handle customer escalations and collaborate with internal stakeholders with empathy and clarity
• Background in managing or recruiting service providers (e.g., coaches, tutors, consultants) is a strong plus
• Hands‑on experience working in a startup or high‑growth marketplace business
• Familiarity with building and…