Description:
About TalentGum:
TalentGum is one of India's fastest-growing online learning platforms for extracurricular activities for children aged 5-14 years. We offer world-class programs across music, dance, chess, speech, and more delivered by expert instructors through live online classes. Our vision is to make extracurricular learning accessible, engaging, and outcome-driven for every child globally. As we scale, we are looking for a Head of Customer Success & Operations who will own the entire customer journey and operational engine of the company.
Role Overview:
- The Head of CS & Operations will lead and scale all parts of Customer Success, Class Operations, Teacher Operations, Quality, and Scheduling at TalentGum.
- The ideal candidate is both analytical and operational, capable of building systems, solving complex problems, and delivering a delightful experience to thousands of students and parents each week.
- This is a high-ownership, high-impact role that sits at the heart of the organization's growth engine.
Key Responsibilities:
Customer Success Leadership:
- Drive customer resolutions, manage escalations, and ensure SLA adherence.
- Build reporting dashboards for customer satisfaction, renewal probabilities, and issue patterns.
Operations Excellence:
- Oversee class scheduling, teacher coordination, and delivery quality across all programs.
- Build and improve SOPs across CS, Operations, Scheduling, and Quality teams.
- Reduce operational errors, class misses, and inefficiencies to create seamless learning experiences.
- Ensure high adherence to class timelines, teacher performance, and student progress.
System & Process Design:
- Build automation-first operations using CRM, automation tools, scheduling systems, and dashboards.
- Work with product & tech teams to design scalable systems for CS + Ops.
- Introduce workflow automation to reduce manual effort and operational dependencies.
Data, Metrics & Number Ownership:
- Own operational and business metrics: retention, renewal, utilization, cost per class, teacher availability, SLA compliance.
- Build weekly/monthly performance reports for leadership.
- Use data to identify bottlenecks, optimize cost structures, and increase margins.
- Implement forecasting models for demand, teacher capacity, class load, and renewal cycles.
Team Building & Leadership:
- Lead a multi-tier team across CS, Ops, Quality, and Scheduling.
- Build a culture of accountability, customer obsession, and data-driven decision-making.
- Set KPIs, training frameworks, performance structures, and growth paths for team members.
What You Bring:
Analytical & Business Acumen:
- Strong number-crunching ability with experience in forecasting, dashboards, and metrics.
- Deep understanding of business levers like LTV, churn, margins, CAC payback, and utilization.
Systems Thinking:
- Ability to design processes and systems from scratch.
- Comfort with automation tools, CRMs, scheduling systems, and integrations.
Customer & Ops Expertise:
- 12+ years of experience in Customer Success/Operations in consumer-tech or ed-tech.
- Proven ability to manage large-scale operations and high-volume customer interactions.
- Experience reducing churn, improving NPS, and scaling CS/Ops teams.
Leadership & Ownership:
- Strong leadership presence with the ability to manage diverse teams.
- High ownership, bias for action, and willingness to work in fast-paced, evolving environments.
- Excellent communication, clarity, and problem-solving skills.
Why Join TalentGum?
- Work with the founder on core business strategy.
- Lead high-impact teams that directly influence customer experience and growth.
- Build systems and structures from ground up.
- Scale a global ed-tech brand shaping the future of extracurricular learning.
- Fast-paced, entrepreneurial culture with rapid career growth.
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