Duties Responsibilities Instructional Team Leadership and Supervision Supervises and mentors a cluster of IPMs and/or support staff while continuing to independently manage complex portfolio responsibilities. Provides coaching, guidance, and performance feedback to support staff development and operational consistency. Supports onboarding and mentorship of new instructional support staff and graders. Assists leadership with workload balancing and staffing coordination across portfolios based on course demand and operational needs. Leads cross-functional operational projects and reinforces best practices related to instructional support workflows, communication, and quality expectations. Course Planning, Delivery, and Evaluation Oversees course planning and delivery across multiple portfolios, ensuring consistency, efficiency, and alignment with instructional and operational priorities. Serves as a senior operational partner for instructors across portfolios, anticipating needs and supporting effective course delivery. Leads transition, soft launch, and evaluation meetings for assigned portfolios; documents outcomes and supports follow-through on action items. Audits and streamlines course operations across portfolios; reinforces documentation standards and process adherence. Leads data-informed improvement initiatives by analyzing dashboards, surveys, ticket trends, and operational feedback to identify and implement process improvements. Student Support and Issue Resolution Oversees resolution of complex or sensitive student and instructor issues across assigned portfolios; ensures timely documentation and consistent handling practices. Coordinates multi-stakeholder cases and advises IPMs on issue management, escalation practices, and communication strategies. Ensures accommodation and exception processes are applied consistently and documented appropriately; identifies workflow improvement opportunities. Synthesizes issue resolution trends and contributes recommendations for operational improvements and preventative practices. Grading Oversight Quality Assurance Oversees grading operations across assigned portfolios to ensure timely completion, consistency, and quality. Leads rubric reviews, supports grader calibration efforts, and provides guidance on grading practices and issue resolution. Reviews grading data and quality trends to identify areas for improvement and support continuous quality initiatives. Continuous Improvement Leads cross-functional improvement initiatives and supports implementation of scalable operational enhancements. Documents and shares process improvements, recommendations, and workflow updates across instructional support teams. Other Duties Mentors peers and contributes to internal training and onboarding efforts. Participates in professional development aligned with instructional operations and leadership responsibilities. Performs additional duties and supports special projects as assigned.