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
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