Operations Manager – Page 1 of 2

: Operations Manager

FUNCTION

Delivery & Operations

REPORTS TO

Head – Learning Experience

EXPERIENCE

8–15 years (ideally 10–12)

LOCATION

Bangalore / Hybrid

ABOUT is a global, award-winning leadership development consultancy. India accounts for around 60% of our business, and we operate with offices in Australia, Singapore and the US, partnering with organisations across BFSI, GCCs,

technology, manufacturing, retail, media and aviation. We work at the most senior levels of our client organisations – CHROs,

CLOs, Heads of HR and L&D; – and with their teams. Our mission is to help leaders and organisations become more human and more conscious, and we hold ourselves to that same standard in how we work with each other.

ROLE PURPOSE

We are in a phase of hypergrowth. The Operations Manager will own the end-to-end delivery of a client project – from sales handover to closure – so that every client and learner enjoys flawless execution and a "wow" experience at every touchpoint. The role sits in the Delivery & Operations team and works closely with Sales, Design & Solutioning, Content, facilitators and client stakeholders.

KEY RESPONSIBILITIES

- Project Onboarding & Planning

▪ Take over projects from the Sales team through a structured handover; clarify scope, commercials, success measures and client expectations before kick-off.

▪ Build detailed project plans with milestones, owners, dependencies and risks, in line with delivery SOPs.

▪ Lead client onboarding, project kick-offs and alignment calls to agree timelines, participant journeys, pre-work and post-work.

- Programme Delivery & Project Management

▪ Manage 5–10 concurrent, multi-stakeholder programmes across India and global geographies – in-person, virtual and blended.

▪ Orchestrate scheduling and logistics: align facilitator calendars with client dates, and manage venues, travel, materials and time zones.

▪ Track milestones, quality and budgets to ensure on-time, high-quality delivery and a clean closure (feedback, reports,

documentation).

▪ Lead weekly cadence calls with clients for long-term projects to keep project milestones on track.

▪ Coordinate seamlessly across internal teams, external facilitators (Indian and global) and client stakeholders.

- Learning Platforms (LMS / LXP)





▪ Set up programmes on LMS/LXP platforms: create courses, upload content, and configure pre-work, post-work, assessments and nudges.

▪ Ensure platforms go live on time and in line with the agreed learning journey; monitor engagement and completion data and act on it.

- Client Experience & Account Management

▪ Serve as the primary point of contact for clients throughout the lifecycle; build consultative, trusted relationships with CHROs,

CLOs, L&D; heads, business sponsors and their teams.

▪ Design and run client and participant communication plans – launch mailers, invites, reminders and programme updates.

▪ Run review meetings, weekly cadence calls, feedback loops and post-programme debriefs; manage expectations proactively.

▪ Farm existing accounts: spot upsell and cross-sell opportunities, partner with Sales.

- Escalations & Risk Management

▪ Identify red flags early – delivery, quality, commercial or relationship – and raise them per the escalation SOP.

▪ Handle escalations with composure, negotiating solutions that protect both the client relationship and interests.

- Facilitator & Vendor Management

▪ Identify, onboard, brief and manage internal and external facilitators (Indian and global); ensure alignment with programme objectives, design intent and client culture.

▪ Champion facilitator experience and satisfaction; gather facilitator feedback and act on it.

▪ Manage vendor contracts, deliverables and quality standards.

▪ Manage, launch and organize third-party vendor materials, assessments, simulations.

Operations Manager – Page 2 of 2

- Process, Team & Growth

▪ Strengthen and evolve delivery SOPs, templates and tools as the business scales.

▪ Collaborate generously with the internal team, modelling the same human-centric behaviour inside as with clients.

▪ Continuously upskill in project management, learning technology, client consulting and AI-enabled productivity.

WHAT WE ARE LOOKING FOR

Must-haves





▪ 8–15 years of experience (ideally 10–12), with substantial time in programme, project or operations management in leadership development, L&D; consulting, corporate training or HR/professional services.

▪ Proven track record of running 5–10 concurrent projects, including global, multi-geography programmes across time zones.

▪ Client-facing experience engaging and influencing senior stakeholders (CXO, HR and L&D; leadership).

▪ Hands-on experience setting up and administering LMS/LXP platforms (course creation, user management, reporting).

▪ Robust project management discipline, with excellent written and spoken English.

Good to have

▪ Experience of managing pool of freelance facilitators and coaches; or working with clients in Australia, Singapore, the US or

Europe.

▪ A PM certification (PMP, PRINCE2, Agile); fluency with PM tools, Excel/Google Sheets and AI productivity tools; a postgraduate degree in HR or Management.

COMPETENCIES THAT MATTER

Stakeholder management & influencing

Earns trust with mid-senior level clients and holds a point of view

Negotiation

Finds solutions that protect both the client relationship and

Communication

Crisp, warm and precise – in writing, on calls and in the room

Bias for action & ownership

Moves fast, closes loops and owns outcomes end to end

Agility and organized in hypergrowth

Stays composed, organized and effective amid change, pace and ambiguity

Customer- & human-centricity

Creates "wow" moments for clients,

facilitators and teammates alike

HOW SUCCESS IS MEASURED FOR THIS ROLE

▪ Programmes launched and delivered on time, to scope and to SOP – with no surprises for the client.

▪ High client and participant satisfaction scores, and strong facilitator satisfaction.

▪ Repeat business and growth from assigned accounts against the revenue target.

▪ Risks surfaced early, escalations resolved well, and delivery processes that get sharper every quarter.

WHY JOIN US

Work with senior leaders of leading global organisations, at a pace that rewards ownership and initiative, in a team that takes being more human and more conscious seriously – with each other as much as with our clients. Come and co-create a more

“human and conscious” space for leaders in the age of AI.

📌 Operations Manager (L&D Industry Background) (Karnataka)
🏢 Smart Moves Talent Crafters
📍 Karnataka