GM/AVP Customer Success & Operations

Location: Remote

Company: TalentGum

Role Type: Full-time, Leadership Role Reports To: Co-Founder & CEO

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:

1. Customer Success Leadership

- Reduce churn and improve NPS through structured CS processes

- Drive customer resolutions, manage escalations, and ensure SLA adherence

- Build reporting dashboards for customer satisfaction, renewal probabilities, and issue patterns

2. 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

3. 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

4. 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

5. 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

1. 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 utilisation.

2. Systems Thinking

- Ability to design processes and systems from scratch

- Comfort with automation tools, CRMs, scheduling systems, and integrations

3. Customer & Ops Expertise

- 6-12+ 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

4. 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 the ground up

- Scale a global ed-tech brand shaping the future of extracurricular learning

- Fast-paced, entrepreneurial culture with rapid career growth