Panorama is on a mission to radically improve student outcomes by helping educators act on data. We're working toward a world where every student has great teachers, great schools, and a great education. Thousands of schools use the Panorama platform as an important tool for improving education through data, from helping teachers hone their practice, to engaging with families, to building school culture, and beyond. Panorama is rapidly growing: today, more than seven million students receive a better education because of Panorama, and we hope to serve many millions more students in the coming years.

Panorama is launching an Internal Support Team to streamline and improve support for our more complex offerings to school and district partners. The Internal Support Team will be responsible for completing complex technical tasks within the tools available to Client Success, scoping and designing the process to be as impactful and effective as possible, and managing vendor relationships with our printers, scanners, and translators. As the founding member of the Internal Support Team, you will help shape this work to be ensure the structure and team deliver an efficient and error-free product. The work is fast-paced and high-impact for our clients and for our team.

We are seeking an Internal Product Support Manager to complete complex technical projects within the tools available to Client Success and interface with our vendors to support those projects. No detail is too small to ensure we deliver projects error-free.

In this role, you will:

• Manage relationships with our printing, scanning, and translations vendors to plan, schedule, coordinate and troubleshoot. To support the print projects, you’ll interface with other companies, such as FedEx and school contacts to troubleshoot lost packages.
• Work closely with Client Success team members to deliver components of complex projects in a variety of districts error-free and within the timeframe agreed upon (the SLA). These projects include generation of print projects, importing translations, and supporting with the generation of other complex survey projects.
• Get your hands dirty debugging the underlying technical problems when things get tricky, which will often include collaborating with Engineering and CS teammates.
• Help our Internal Support Team measure, understand, and optimize our internal support processes.
• Maintain updated systems and processes to reflect changes to product offerings and system capabilities.

Our ideal candidate:

• Is a great communicator and collaborator; you’ll be working closely with other engineers, members of our Client Success team, vendors, and, in some cases, our clients. Warm, clear, and precise communication is a must.
• Loves to learn and be challenged; no problem is too big, no detail is too small, and no task is too complicated.
• Has a track record of being organized, detail-oriented, and exceptional at time management.
• Enjoys learning and untangling new technology. Has used technology to make processes—both big and small—more efficient, effective, and measurable.
• Has problem-solving instincts to tackle each question with energy, creativity and warmth for our clients.
• Is a systems-thinker, looking for ways we should systemize client support to make it more consistent, more successful, and to enable our clients to drive more of the work themselves.

Panorama Education is dedicated to building a diverse and inclusive company because we serve students, educators and families from tremendously diverse backgrounds and identities across the country; we’ve seen how our product and impact are strengthened the more we reflect that diversity. In addition, we have found (and we believe the research) that diverse teams are higher-performing, and we embrace the varied perspectives that our team members share with each other. As such, we are an Equal Opportunity Employer.