Operations Manager - Customer Experience & Support

Role & responsibilities

• Lead and manage the Operations & Support team.
• Manage the complete learner journey after enrollment.
• Ensure timely resolution of queries, complaints and escalations.
• Monitor team performance and improve customer experience.
• Develop and maintain SOPs and operational processes.
• Coordinate with Sales, Academic & Placement teams for issue resolution.
• Handle critical escalations and ensure proper follow-up.
• Prepare MIS reports and track key operational metrics.
• Coach and motivate the team to achieve performance goals.

Preferred candidate profile

• 1-4 years of experience in Operations/Customer Support, with 12 years in a team-handling role.
• Experience in EdTech, Customer Success, or learner support preferred.
• Strong knowledge of customer experience and escalation management.
• Excellent team leadership, communication and problem-solving skills.
• Ability to manage the complete post-enrollment learner journey.
• Strong in process management, SOPs and MIS reporting.
• Proactive, responsible and capable of independently handling operations and escalations.