Manager, Service Operations (IN) at Curriculum Associates

, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

0.0

Posted On

07 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Planning, Team Management, Performance Metrics, Customer Experience, Professional Services, Customer Service, Partner Success, Operational Excellence, Quality Assurance, Communication, Collaboration, Project Management, Resource Allocation, Salesforce, Gainsight, Zoom Contact Centre

Industry

E-Learning Providers

Description

At Curriculum Associates, we believe in the potential of every child and are changing the face of education technology with award-winning learning programs like i-Ready that serve a third of the nation’s K–8 students. For more than 50 years, our commitment to making classrooms better places, serving educators, and supporting accessible learning experiences for all students has driven the continuous improvement of our innovative programs. Our team of more than 2,500 employees is composed of lifelong learners who stand behind this mission, working tirelessly to serve the educational community with world-class programs and support every day. Job Description for Manager, Service Operations Job Description Job Title: Service Manager Reporting into – Director Service Operations Location – Bangalore India (Office – Prestige Tech Park, Outer Ring Road, Bangalore) Key Responsibilities: Develop and implement strategic plans for anyone/multiple of the services functions - Professional Learning, Customer support, and Partner success and align with respective Services leadership team. Lead, mentor, and manage a team of any one or multiple services functions from Professional Learning, Partner Success and Customer Service in India Manage team productivity and performance through instilling a metrics driven culture. Define team and individual goals in alignment with Global Service objectives. Assist direct reports in the definition and attainment of individual goals. Have regular 1-1's with direct reports. Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers. Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team. Conduct weekly/monthly reviews with Service leadership and present qualitative and quantitative data on business performance. Conduct quarterly reviews with leadership. Develop and maintain strong relationships with key partners to enhance collaboration and business opportunities. Optimize resource allocation and project management processes to maximize productivity and profitability. Ensure compliance with industry standards, regulations, and company policies. Gathering customer feedback and communicating product/services improvement suggestions to the Development/Delivery teams. Key Leadership attributes for this role Leadership and Team Management Client Relationship Management Strategic Planning Operational excellence Quality Assurance Communication and Collaboration. Qualifications and Skills: Bachelor’s or master’s degree in business administration, IT, Engineering, or a related field. 10+ years of experience in professional services, customer services, consulting, or service delivery, with at least 2 years in a leadership role (Preferably in a Services or Product environment); Experience in managing and leading 24*7 Support (Preferably in a Product / SaaS environment) will be a great addition to the skills. Exceptional understanding of Customer Experience and Professional Services Structure (Supply chain, ticketing, resolution and experience) is mandatory. Strong leadership, team management, and people development skills. Proven track record in driving customer success, project management, and revenue growth. Excellent communication, negotiation, and relationship-building abilities. Ability to work cross-functionally and collaborate with different departments. Ability to build and pull-out report in Salesforce and Gainsight. Experience using Zoom Contact Centre, workday and DOMO Preferred Qualifications: PMP, ITIL, or Six Sigma certification. Knowledge or experience of Edtech Software domain is a plus. Strong analytical and problem-solving skills. Work Environment: Hybrid work environment (3 days a week to work from office) The role requires working in ET or MT (US business hours) Occasional travel may be required for client meetings and industry events. Curriculum Associates, LLC is an equal opportunity employer. Curriculum Associates will not discriminate against any employee or applicant for employment based on any legally-recognized basis, including, but not limited to: race (including ancestry, national origin, ethnic characteristics, interracial marriage or association, and traits historically associated with race such as hair texture and protective hairstyles), color, religion and creed (including all aspects of religious observance, practice and belief), sex (including pregnancy, lactation, childbirth or related medical conditions, breastfeeding, sex assigned at birth, difference of sex development and variations of sex characteristics), affectional or sexual orientation, gender identity or expression, age, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), veteran or uniformed servicemember status or any other status protected by federal, state or local law. If you need special assistance or an accommodation for a disability in order to apply for a posted position, please contact our People and Culture department at people@cainc.com for US based job postings. Contact people-india@cainc.com for India job postings. US-based Candidates: Curriculum Associates uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit: https://www.e-verify.gov/employees/employee-rights-and-responsibilities Information that you provide when applying for employment with Curriculum Associates, LLC may be subject to the California Privacy Rights Act. Click here for more information about our data-collection practices and your rights related to that data.

Responsibilities

This role involves developing and implementing strategic plans for services functions like Professional Learning, Customer Support, and Partner Success, while leading, mentoring, and managing the service team in India. The manager must drive productivity through metrics, ensure goal alignment with global objectives, and improve standard operating procedures and feedback mechanisms.