Regional Manager — Service Delivery &

Academics

Regional Manager | People Leadership | Team: 6 Leads | Readiness: 3+ Months

ROLE PURPOSE

Translate regional strategy into executable team-level operations by overseeing CSAT

improvement, scheduling effectiveness, resource bandwidth, SLA compliance, and

team retention — ensuring Leads and Specialists are aligned and high-performing.

WHAT YOU OWN — CORE OWNERSHIP AREAS

CSAT score and Renewal % for the region

Account Health score across all regional accounts

Team skilling — 90%+ of Leads and Specialists evaluated and enabled

Attrition management and team retention in the region

Own personal skill score and continuous development

Project compliance and visit effectiveness for the region

KEY RESPONSIBILITIES — DAY-TO-DAY REALITY

Monitor visit compliance, track account health, and take corrective actions proactively

Handle L2/L3 escalations and FAQ-based queries independently without escalating upward

Manage team bandwidth — including participating in hiring and conducting interviews

Oversee scheduling effectiveness and ensure planned visits are consistently executed

Conduct 3–4 days of field visits on a need basis to support the team and key accounts

Drive standardisation of delivery across all locations in the region

Use data (reports, Excel) to track team performance, identify gaps, and drive corrective action

Coach Leads and Specialists; improve delivery quality and skill outcomes across the region

Support account transition from Sales and AM; onboard new schools with the service delivery

team

Monitor and act on attrition signals; drive engagement and retention actively

SUCCESS METRICS — HOW THIS ROLE IS MEASURED

CSAT score / Renewal % (regional)

Account Health score

Project compliance rate

% of tickets resolved within SLA

CFT (Customer-Facing Time) — team level

Visit effectiveness metrics

Own skill score and team skill evaluation completion (90%+)

WHAT A STRONG CANDIDATE LOOKS LIKE

Owns regional metrics — quality, CSAT, readiness,



efficiency — without needing to

escalate upward

Builds solid Leads through active coaching, not just task delegation

Handles critical escalations and difficult stakeholders with confidence

Drives consistency and standardisation across all locations in the region

Uses data to manage performance — not just gut feel or relationships

Recruits well and maintains team health proactively

REQUIRED COMPETENCIES

Behavioural Competencies

Functional & Technical Competencies

Kreedo Conviction (Core) — L3

Training & Capability Building — Org Lens

(Core) — L3

Communication: Strategic Influence (Core) —

L3

Academic / Domain Leadership — L3

Learning Agility (Core) — L3

Planning & Resource Management (Core) —

L3

Discipline & Rigor (Core) — L3

Digital & Data Proficiency — L3

Ownership & Accountability (Core) — L3

Problem Solving & Escalation Management

(Core) — L3

Professional Presence — L3

Customer Value & Retention Orientation — L3

Ownership at Scale / Business Ownership

(Core) — L3

Team Leadership & Capability Building (Core)

— L3

Stakeholder Management — Strategic (Core)

— L3

TECHNICAL SKILLS

Excel / Google Sheets — performance tracking, gap analysis, reporting

CRM and ticketing tools — SLA monitoring and ticket management

Mobile apps and scheduling platforms for visit and field management

Basic data tools for account health and team performance dashboards

EXPERIENCE & BACKGROUND

5–8 years in Service Delivery, Customer Success, or Field Operations

Minimum 2 years managing a team of 4+ direct reports

Experience owning regional or territory-level delivery metrics

Track record of handling escalations and difficult customer situations

Exposure to hiring, onboarding, and performance management processes

── Service Delivery & Academics · Kreedo Learning · 2026 ──

Pay: ₹800,000.00 - ₹1,200,000.00 per year

Benefits:

- Paid sick time
- Paid time off
- Provident Fund

Application Question(s):

- Current CTC?

Experience:

- Team management: 5 years (Preferred)

Language:

- Kannada (Preferred)

Work Location: In person

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