Senior Manager – Customer Operations

This is a fully remote position, open to applicants in India.

📋 Description

• Take charge of coverage and establish the operating rhythm.

• Design the staffing schedule and manage shift transitions.

• Develop the leadership tier and recruit function heads.

• Build operations while they are in progress.

• Oversee quality and performance across all five operational functions.

• Establish communication standards and foster a culture around them.

• Maintain close relationships with leadership and offer clear recommendations.

⛳️ Requirements

• 7-10 years of experience in customer operations, service delivery, or support operations.

• More than 2 years of experience managing through team leaders.

• Excellent written English skills.

• Experience in advising on performance and personnel exits within your teams.

• Proficiency in data analysis and interpretation.

• Background in EdTech, education services, or student-facing operations (Nice to Have).

• Experience coordinating across Australian and Indian time zones (Nice to Have).

• Familiarity with tools such as HubSpot, Missive, Aircall, and Monday.com (Nice to Have).

🏝️ Benefits

• Complete remote work opportunity, available anywhere in India.

• Five-day workweek.

• Working hours approximately from 9am to 5pm IST.

• 2 to 3 weekly synchronization meetings with Australian leadership.