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25/03 Sabiha
Chief Research Officer at Crossover Catalyst

Views:2036 Applications:257 Rec. Actions:Recruiter Actions:213

Head - Customer Operations - Education (12-20 yrs)

Gurgaon/Gurugram Job Code: 1068852

Head of Customer Operations - India

About the Organization :

- The company has a highly impactful school program that utilizes technology, curriculum, and teacher training to replace rote education with one that builds thinking & problem-solving skills in children. It presently serves mainstream and affordable private schools and developing projects in the personal education space.

- The program has reached several thousand schools and over 2 million students across several countries. Founded by a Harvard alum and headquartered in Singapore, it is a venture backed post Series B company.

Head of Customer Operations - India

The Role :

Work Deliverables :

- Own entire customer ecosystem experience, and NPS, after the sale has been made, year after year (ecosystem includes school owners, principals, teachers, parents, students)

- Own the entire customer life-cycle process from initial onboarding to the reorder a year later - including customer care, tech support, training support, logistics & supply chain, complaint & dispute resolution, communication, collections, and any other matter pertaining to customer satisfaction & retention.

- Co-own school retention, recurring revenue & growth (with sales)

- Build process & systems to ensure the fulfillment process keeps moving online and upping customer satisfaction - ensuring seamless experience & prompt resolution of issues.

- Specific challenges include on-time error free delivery physical product to customer; managing customer service & technical support; developing vendor ecosystem; negotiation & contracts; deploying extensive use of technology effectively; developing the team & capability

The Requirements (Skills, Experience, & Qualification) :

- Engineering from a topflight school (IIT/NIT) is essential; + MBA from a reputed Business School or an equivalent degree is a plus

- ~ 12 to 15 years of experience; at least 3 years as Head of Operations/Operations Director type leadership role with complete responsibility for customer experience (customer fulfillment/customer supply/customer support)

- Start-Up Experience; Start-up/SME experience for at least 4 years in one place is essential; ideally in a "product cum service" supply context

- Experience is supply chain, warehousing, production, vendor management and building customer service processes at scale

The Person (Traits, Behaviors, Culture) :

- Self-Driven, detailed oriented, process & systems type person yet very agile; uncompromising on quality/attention to customer; confident to push back where required

- Comfort with IT & technology; proficiency with data and reporting is must

- Outstanding communication and negotiation skills

- Organization's culture values direct speaking, hands-on, problem solving, impact-oriented talent

Information :

Reports To : India COO

Location : Gurgaon

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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