Gary Green

As the Sr. Manager of the Academic Success team, I am responsible for leading and mentoring a staff of highly skilled support representatives. I provide strategic direction for the team so that we can provide the best support possible to our web development students. I ensure that processes and systems are in place to deliver support consistent with company objectives and educational values. As part of my role, I engage in the following regularly:

• Conduct regular performance reviews and deliver feedback to direct reports, acknowledging successes and providing constructive feedback for improvement,
• Foster a positive, collaborative, and supportive team environment,
• Provide strategic direction and implement processes and systems to foster scalable growth.

• Oversaw the day to day operations of the Academic Success team, delegating tasks and ensuring workflows to ensure effective support for web development students,
• Developed and maintained tools and systems necessary for the delivery of support, including those for an asynchronous help desk platform and varied web development project assessments,
• Mentored and fostered professional development of staff, including creating role specific learning paths,
• Maintained expert knowledge of the technologies taught by The Last Mile, including JavaScript, the MERN stack, and related libraries and resources,
• Provided performance reviews and constructive feedback to staff to enhance their ability to perform their jobs at a high level,
• Collaborated with other teams to advance organizational missions and deliver the best student experience possible.

• Assisted team members as a first point of contact for difficult support interactions, including debugging student projects, complex problem solving, and providing challenging feedback,
• Assisted team manager with the creation and maintenance of response templates, grading guides, and other tools necessary for the delivery of student support,
• Provided constructive feedback to team members to help improve the effectiveness of grading feedback and help desk resolutions,
• Managed the creation, assignment, and review of grading workflow tickets and processes.
• Reviewed and ensured both quality and accuracy of new web development curriculum releases,
• Collaborated with other departments and teams to deliver on organizational goals and objectives, including a curriculum development team and a team of remote instructors,

As the first ever hire for a small start-up, I was tasked with various responsibilities, including the development and testing of web based software, helping to grow the company, and acting as the Chief Financial Officer and strategically allocating resources and consulting with the founders on fiscal and growth management.