Vedantu - CX Head - IIT/NIT/BITS

Responsibilities:

- Setup and run the Post Sales function for Vedantu Early Learning

- Execute complex operations and solve problems persistently and at a lightning speed

- Improve the efficiency of the system by suggesting and executing new solutions

- Responsible for customer experience, handling all escalations

- Coordinate with tech, curriculum and cross-functional teams to resolve customer issues

- Lead a two tier team of 10 TLs and approx. 100+ PRMs to effectively manage and improve day to day operations

Required Skills:

- First principle problem solving, analytical skills, data-driven focused decision making

- Good people management, team building, and program management skills

- Stakeholder Management with business development, transformation, Design and internal operations teams

- Strongly inclined to do high quality and impactful work in a dynamic and unstructured environment

Eligibility Criteria:

- Undergraduate degree from a Tier I college/university in India (IIT, BITS, NIT, etc.)

- Experience of around 2-4 years, should have led a team in the past

- Ability/Willingness to build and execute operational capabilities, processes, and systems

- Good understanding of consumer experience and levers to improve it

- Excellent communications and sound analytical skills