Operations Support Manager

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

• 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

Tuition reimbursement, 401(k), Health insurance, 401(k) matching, Paid time off, Vision insurance, Health savings account, Dental insurance, * 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, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance