Director - Operations - EDTECH Domain

JOB DESCRIPTION :

Key Accountabilities/Responsibilities (Included below but not limited to the following):

Necessary :

- Familiar with Ed Tech sector - key players and market in general -preferably on the higher ed and lifelong learner side

- Directly responsible for end user success and experience

- Setup, operations teams for functions in the Ed Tech value chain such as consumer or student acquisition, consumer or student admissions, onboarding or success, academic support -any of the above.

- Hands-on, does not hesitate to roll up his/her sleeves and get the job done

- Agile, as this is a new sector, processes are not mature, one must consider adjacencies and improvise.

- The candidate must be able to adopt in such an environment

- Responsible for the P&L of the program, driving revenue growth and profitability

- Point of contact for all relationships with CXOs and escalation point for program heads at client side

- Responsible for meeting service delivery of the program, its efficiency and effectiveness -goes deep and determines the root cause for any program level issues

- Drive improvement of NPS of the program and build strong and sustainable customer relationship

- Foresee risks, be proactive and predictive while developing mitigation plans for the program

- Responsible for identifying all mining opportunities within the program

- Meet defined quality, customer experience and efficiency requirements

Other generic :

- Responsible for leading the entire program to its maximum potential, drive team performance by creating a high performing culture

- Ensures business continuity strategies, global and local, are established and maintained

- Establishes audit and review procedures to assess adequacy and efficiency of the procedures

- Understand the cultural nuances

- Manage through indirect authority and matrixed organization structures

- Exceptional verbal and written communication skills and presentation skills

- Provide business solutions for all new RFPs/ RFIs for the program or similar business

- Provide mentorship and development to direct reports and extended teams

- Identify and drive transformation projects to increase efficiency and delivery

- Network with other organizations to maximize best practices. Identifies cost saving opportunities

Knowledge & Skills (Essential) :

- 15+ years of experience in the Direct-to-Consumer industry and on handling consumers or students (if Ed Tech) OR

- 15+ years of experience in the service industry managing operations

- Worked in a digital environment -used to the pace

- Should have excellent team management and conflict management skills and should have managed large teams in the past

- Sound decision making, problem solving, critical thinking skills and analytical ability

- Should be approachable and able to coach

- Strong business and financial acumen

- Prioritize and manage effectively across many competing and concurrent tasks