Class Operations Manager

Safety-Care® by QBS is a leader in behavioral crisis prevention training. Through our train-the-trainer model, we equip organizations—including schools, healthcare providers, and human services agencies—with the skills to reduce workplace crises and improve care.

Our mission-driven, high-impact team supports more than 250,000 certified professionals nationwide, helping organizations create safer environments for staff and the individuals they serve.

Every Safety-Care class has a seat in it, and every seat has a person attached to it. Someone registers them, reschedules them when their week falls apart, tells them where to be, marks them present, and closes out the record. Today that work is spread across eight Customer Success Managers and handled between everything else they do. It takes close to a third of their activity, and it competes directly with the account work they are hired to do.

The Class Operations Manager takes the seat. From the moment a registration exists until attendance is recorded, the seat belongs to this role. Customer Success Managers own the customer account, the Scheduling team owns the class, and this role makes sure the right person is in each seat.

The role starts with a focused scope and a clear goal: make this work simpler and automate as much of it as possible. It reports to the Director of Customer Success through the end of the year to support a smooth transition, with a planned move to Operations after that. There is plenty of room for the role to grow from there.

Seat management, registration through attendance

• →Process inbound registration requests through the shared queue inside the published service window.
• →Handle seat cancellations and reschedules end to end, including the confirmation back to the customer.
• →Manage seat reassignment, waitlist movement, and blank-seat follow-up before the class runs.
• →Record attendance within 24 hours, including late arrivals and no-shows.
• →Be the Master Trainer's single point of contact on class day.
• →Follow up on no-shows quickly so their seats can be rebooked or released.
• →Apply the registration transfer and seat cancellation policy consistently, identify, and resolve when it costs more than it protects.

Participant communication and single point of contact

• →Be the single named contact for participant and trainer class questions, from registration through attendance.
• →Send pre-class information, confirmations, and day-of or emergency communication.
• →Inform customers immediately when a seat or class detail changes, so no one is caught by surprise.
• →Identify reoccurring issues and bring the fix forward instead of absorbing it quietly.
• →Hand off what falls outside this role.
  Class-level cancellations, venue logistics, and keep or kill decisions sit with Scheduling. Account relationships, onboarding, and certification lifecycle sit with the Customer Success Manager.

Seat record accuracy and month-end close

• →Keep Salesforce accurate so seat counts, rosters, and revenue reporting all match.
• →Complete end-of-month roster clean-up on the finance close schedule.
• →Maintain owner attribution on registrations so commission crediting stays correct. Ensure registration is credited to the right team member, so sales commissions stay accurate.
• →Flag confirmed classes that have slipped back to at-risk, early enough for the decision owner to act. Flagging it is yours. The call is not.

Automating the work down

• →Find and automate the parts of this work that don't need a person, freeing up time for higher-value work and creating room for the role to grow.
• →Partner with the Director of Customer Success and Revenue Operations to improve intake, templated communication, self-service reschedules, and attendance workflow, and share what’s been automated.
• →Document processes as you go, so the work is easy to hand off and improve.

• Change turnaround. Registration, reschedule, and cancellation requests are handled and confirmed quickly, so customers never have to follow up with us about a seat.
• Blank seats at class start. Fewer seats sold without a named participant when a class begins. Following up on these early protects revenue.
• Attendance and record closeout. Attendance recorded within 24 hours of class, and records clean by the finance close each month.
• No-show recovery. No-shows rebooked or released in time, rather than written off.
• Class-management time returned. Hours given back to the Customer Success team as this work is streamlined and automated.

• 3+ years of experience coordinating scheduling, registration, or service operations at high volume, with a sense for where things tend to go wrong.
• Stays organized and calm when a class week gets messy, and knows what to prioritize when requests pile up.
• Comfortable being the direct contact for trainers and participants, and being the person who solves the problem rather than passing it along.
• Strong attention to detail. This role's output feeds revenue reporting and the finance close, so accuracy is mandatory
• Excited to automate repetitive work and improve how things get done, rather than keep doing it by hand.
• Able to hold a boundary politely. A lot of this job is knowing what is not yours and passing it cleanly.
• Salesforce experience is a plus