Simplilearn - Director - Operations

Job Title: Director - Operations

Position Overview:

The Director of Operations is responsible for the delivery of all training services to Simplilearn's customers. The role is required to establish, measure and improve on all key SLA's including customer satisfaction, cost management, service escalation and profitability of training delivery. The Head of Training Operations owns all customer experience post sales.

Reporting Structure - The role reports to the Chief Operating Officer

Pre-Requisites:

1. +16 years of operations, delivery management & SLA management

2. At least 2 years of experience in managing profit centers and budget management

3. Experience in global (US + India) services delivery

4. Strong process orientation with ability to identify gaps, define process and track performance

5. Ability to manage high performance managers is critical

6. Experience in managing 24/7 operations mandatory

Roles & Responsibilities:

1. Ensure compliance and adherence to all operational processes defined across 3 impact areas and 2 business groups

2. Own & Drive CSAT of 4.8 and NPS of 4.5 and above.

3. Personnel Management: Develop and manage team members (including managers) to drive cost and service efficiency.

4. Promote continuous improvement and implement strategic initiatives to drive efficiencies.

5. Responsible for tracking and reporting on budgets, costs, CSAT and trainer effectiveness

6. Develop and ensure that established policies, rules and regulations and procedures are followed.

7. Develop visible procedure and key performance indicators to monitor quality and regular measurements to determine effectiveness of procedures implemented

Simplilearn is one of the largest Online education provider for certification courses. We are a technology company, funded by top Venture capitals like Kalaari capital and Helion ventures. We are currently competing with companies like Udemy.com and Lynda.com and are looking for professionals like you to help us build a world class learning experience.