Director - Operations - Education

We are seeking an Operations Director who will be responsible for all core operations within India upon our expansion in 2016. The Operations Director is ultimately responsible for the critical performance of our entire network of academies in India, including operations, marketing, personnel management, instructional delivery, expenses & payroll, parent and community relations, facilities, and more. Effective management of academy operations is measured by:

- customer satisfaction

- target pupil to teacher ratios across each academy and the whole network

- academy profitability

- staff satisfaction and turnover

- cost of headquarters support per pupil

- educational outcomes as measured by academic testing program

About the Role

Both directly and indirectly, the Operations Director will eventually be responsible for managing one of the largest and most diverse teams at the Company. This includes teachers and academy managers, since it is the Operations Director who is ultimately responsible for the execution at every unit (academy) in the country, along with a central and distributed headquarters team that supports and monitors the academies- operations and designs all the processes and systems that are critical to the success of each and every academy. In particular, the Operations Director will be responsible for driving the execution, management and innovation of:

- Customer Care Call Centre (serving both as the support hub for our academy manager, teachers and parents)

- Field-based Academy Improvement team (direct supervision and responsibility of territories of academies)

- Quality Assurance (data-driven field based audit and monitoring team)

- Programme Officers (responsible for the design and coordination of all systems, processes and data capture for all delivery aspects of the Academy-in-a-Box)

- Supply Chain (including procurement, warehousing & production, and logistics and delivery for the entire country)

What you will do

- Learn, reinvent, optimize and manage every aspect of the operations of a Bridge International

- Academy and the necessary headquarters support, from classroom instruction to latrine-cleaning to customer care

- Create highly-structured, insightful processes, systems and recommendations with a data-driven approach; alongside senior executives, critique and modify the operational components of the Academy-in-a-Box model for India

- Do or lead every job in the entire academy operations and support to some extent. No job is too big or too small.

- Oversight over the performance of thousands of academy staff (teachers, academy managers and more)

- Manage a diverse support team including customer care, quality assurance, academy improvement, programme officers, procurement, warehousing and logistics.

What you should have

- At least 5-10 years of post-undergraduate, full time work experience

- Work experience managing a multi-unit retail environment

- Work experience developing and managing a culture of total focus on customer satisfaction

- Work experience drastically improving the productivity and reducing cost of a product or service

- Work experience managing and coordinating several teams to deliver on a tight schedule

- Work experience in emerging markets

- Record of building data-driven operational systems

- Record of strong academic performance from a leading undergraduate and, if attended, graduate institution

- Work experience, preferably in operations, as an employee at any company that has rapidly grown in headcount and number of locations, e.g., large scale retail

- Work experience in a highly political industry, where ideological conflict is common and strategy, ingenuity, negotiation and persuasion are necessary for success.