Senior Manager – Customer Operations
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Job Description
Senior Manager responsible for building and managing Customer Operations in a remote setting. Leading a team to enhance service delivery in India's education sector.
Responsibilities:
- Own coverage and the operating rhythm
- Design the roster and run the shift handovers
- Build the leadership layer and hire function leads
- Build while the operation is live
- Own quality and performance across all five functions
- Set the communication standard and build the culture around it
- Keep leadership close and provide clear recommendations
Requirements:
- 7-10 years in customer operations, service delivery, or support operations
- 2+ years managing through team leads
- Sharp written English
- Experience advising on performance and exits within your teams
- Comfort building with data
- EdTech, education services, or student-facing operations background (Nice to Have)
- Experience coordinating across AU/India time zones (Nice to Have)
- Tooling familiarity: HubSpot, Missive, Aircall, Monday.com (Nice to Have)
Benefits:
- Fully remote, anywhere in India
- Five day working week
- Approximately 9am to 5pm IST
- 2 to 3 weekly syncs with Australian leadership
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