Operations Support Manager

Operations Support Manager Bach To Rock - 3.4 Bethesda, MD Job Details Full-time $45,000 - $48,000 a year 1 day ago Benefits Health savings account Paid holidays Disability insurance Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Vision insurance 401(k) matching Life insurance Qualifications Employee onboarding Teamwork Microsoft Excel Operations management E-learning (training delivery method) Mid-level Bachelor's degree Attention to detail Content development Customer support ticket management Instructor-led training (training delivery method) SharePoint Developing new training programs E-learning platforms Newsletters (communication methods) Online instruction Systems & applications support Productivity software LMS AI Onboarding process management Communication skills Teaching Full Job Description Operations Support Manager Bach to Rock (B2R) Remote (with travel) | Bethesda, MD (partial in-office) |

M-F 9-5 ET

About the Role Bach to Rock is seeking an Operations Support Manager to join our Franchise Operations team. This role is the front line of support for our franchisees and school teams—helping them navigate systems, improve operations, and ultimately drive revenue and customer satisfaction. If you love solving problems, coaching others, building systems and training programs, and working in a fast-paced, people-first environment, this role is for you. What You'll Do You'll wear a few different hats—trainer, problem-solver, systems expert, and operations partner: Operations & System Support Serve as the primary support resource for schools using our Harmony management system Respond to help tickets and provide real-time problem solving and coaching Identify trends and proactively address operational or system gaps Partner with developers to test new features and improve system functionality Training & Development Lead remote and in-person training sessions for franchisees and school teams Help design and deliver both live and asynchronous training programs Support onboarding for new schools and new team members Serve as a subject matter expert for our LMS and training content Content & Resource Management Maintain and improve internal resources (SharePoint, training materials, etc.) Identify gaps and create tools that make it easier for schools to operate effectively Operational Support & Communication Coach schools on improving customer experience and service scores Support rollout of new initiatives and operational programs Provide insights and recommendations to leadership Create and distribute internal communications (monthly "Set List" newsletter) Assist with new school openings, including training and onsite support What You Bring 2 years of experience in operations, preferably in a customer-facing environment Bachelor's degree preferred Strong problem-solving skills and a solution-oriented mindset Experience training, coaching, or teaching others (highly preferred) Excellent communication skills (written, verbal, and presentation) Highly organized with strong attention to detail Comfortable working independently in a fast-paced environment Proficiency in Microsoft Office (especially Excel) Interest in using AI and technology to improve efficiency Ability to travel to school locations as needed Work Environment Primarily remote role Approximately 6 days per month in our Bethesda, MD corporate office for trainings and collaboration Occasional travel to support schools and new openings Benefits & Perks Medical, Dental, and Vision Insurance Life and Disability Insurance 401(k) with company match Paid Time Off (PTO) Company Paid Holidays Tuition Reimbursement Why Bach to Rock? At Bach to Rock, we're more than a music school—we're a community focused on creativity, growth, and making music accessible to everyone. This role plays a key part in helping our schools thrive and deliver an incredible experience to students and families.

Pay:

$45,000.00 - $48,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Tuition reimbursement Vision insurance People with a criminal record are encouraged to apply Willingness to travel: 25% (Required)

Work Location:

Hybrid remote in Bethesda, MD 20814