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

Gurgaon/Gurugram

Head - Customer Operations - Education 

Head - Customer Operations - Education  ,Job Description for Head - Customer Operations - Education  in Crossover Catalyst in  Gurgaon/Gurugram for (12-20) years of experience. Apply Now!

Job Description for Head - Customer Operations - Education  in Crossover Catalyst in  Gurgaon/Gurugram for (12-20) years of experience. Apply Now!