Customer Success & Operations Manager

SkilloVilla; Bengaluru; On-site; INR 1,170,000 - 1,430,000; Full time

Job summary

A fast-growing EdTech platform in Bangalore is looking for a Customer Success & Operations Manager. This role involves owning the complete learner lifecycle, managing escalations, and ensuring key performance indicators are met. The ideal candidate should have 4-5 years of experience in customer support or program management, with strong skills in conflict resolution and data reporting tools like MS Excel. Effective communication in English and Hindi is essential for the role.

Qualifications

• 4-5 years in customer support, operations, or program management.
• Proven escalation handling and conflict resolution experience.
• Advanced MS Excel / Google Sheets for data and reporting.

Responsibilities

• Own end-to-end learner success across onboarding, learning, certification, and placement.
• Handle escalations and crisis situations with composure and strong resolution skills.
• Plan program timelines and manage cohort capacity.

Skills

Customer support expertise

Conflict resolution

Advanced MS Excel

Effective communication in English

Effective communication in Hindi

Job description

SkilloVilla is one of India's fastest-growing EdTech platforms, and as we scale our learner cohorts at speed, delivering exceptional outcomes for every student is non‑negotiable. We're looking for a Customer Success & Operations Manager who thrives in fast‑paced, high‑ownership environments. If you've managed end‑to‑end program operations, handled tough escalations without breaking a sweat, and know how to keep both learners and stakeholders aligned, this role was made for you.

• On‑site (Work From Office)
• Experience: 4‑5 Years
• Compensation: Fixed CTC – 13 LPA + Performance Based Variables

What you'll be doing:

• Own end‑to‑end learner success across onboarding, learning, certification, and placement for assigned cohorts.
• Handle escalations and crisis situations with composure, empathy, and strong resolution skills.
• Plan program timelines, manage cohort capacity, and ensure KPIs for learning and placement are consistently met.
• Build, implement, and maintain SOPs across the full learner lifecycle for consistency and quality.
• Collaborate cross‑functionally with curriculum, admissions, student success, and placement teams.
• Track and analyse cohort data — attendance, NPS, assignment completion, placement funnel metrics.
• Partner with hiring companies and placement teams to align on timelines, outcomes, and feedback loops.
• Conduct weekly cohort reviews and present data‑driven insights to leadership for continuous improvement.

What we're looking for:

• 4–5 years in customer support, operations, or program management
• Proven escalation handling and conflict resolution experience
• Advanced MS Excel / Google Sheets for data and reporting
• Background in placement coordination or outcomes‑focused program delivery
• EdTech, training, or high‑volume cohort model experience preferred
• Strong empathy‑driven communication in English and Hindi