PlanetSpark - Associate Director - Operations

Shortlisting criteria:

- Open to 6 days working

- Living in or relocatable to Gurgaon

- 7 to 12 years of experience in managing operations at a B2C consumer tech startup in a data led operations role.

Mission Statement:

The Associate Director of Operations will be responsible for leading the operations teams at PlanetSpark and ensuring that the right processes nd systems are built to support the hyper-aggressive scale-up plan.

Roles and Responsibilities:

Class Operations:
 
- Ensuring 100% smooth class operations through attendance, teacher leave, student leave and absence capture on PlanetSpark LMS

- Conceptualising tech interventions and features to bring out smooth PlanetSpark online class operations

- Regular Ops training for teachers

Tickets Reduction :

- Analyse ticket trends and conceptualise tech interventions to reduce the tickets

- Streamlining Teacher Ops processes and make them tech driven instead of manual

Tickets Resolution :

- Agree and drive teacher ticket closure TAT with key stakeholders

- Work with Agents to have 100% same day ticket closure rate

Teacher Payout:

- Automate teacher payout process by eliminating all human intervention

Enrolment Punching :

- Ensure 100% accurate enrolment punching for fresh and renewal enrolments- Audit and Ensure data accuracy of number of classes, duration, classes/wk, parent details - Ensure Timely enrolment approval by Accounts, teachers and line managers

CRM Management:

- Ensure pre-agreed lead flow and lead share for all sales managers and counselors as per their targets

- Re-use and redistribute used leads to training teams

- Sales and Demo CRM Tracking and Monitoring

- Sales and Demo CRM Improvements

- Sales Pipeline Channelizing

- Ensure 0% lead wastage

Ideal Profile:

- 7 to 12 years of work experience in leading complex operations teams at consumer tech startups

- MUST have worked in tech and data led operations

- Excellent analytical and problem solving ability

- Ability to drive large teams