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.
- Robust in process management, SOPs and MIS reporting.
- Proactive, responsible and capable of independently handling operations and escalations.

📌 Operations Manager - Customer Experience & Support (Bengaluru)
🏢 Adazpaperlive Learning
📍 Bengaluru