Operations Manager - Customer Experience & Support

Adazpaperlive Learning Llp; Bengaluru; On-site; INR 550,000 - 900,000; Full time

Job summary

Adazpaperlive Learning Llp seeks a proactive Operations & Support leader to manage the team and oversee the full post-enrollment learner journey in Bengaluru. You will resolve queries, monitor performance, and drive improvements in customer experience through SOPs, processes, and MIS reporting.

Ideal candidates have 1–4 years in operations with a background in EdTech or learner support, and strong leadership, communications and problem-solving skills to oversee escalations and collaborate with

Qualifications

• 1-4 years in Operations/Customer Support with strong team-handling experience.
• Experience in EdTech, Customer Success or learner support is preferred.
• Strong knowledge of customer experience and escalation management.
• Excellent leadership, communication and problem-solving skills.
• Ability to manage the complete post-enrollment learner journey.
• Proficient in process management, SOPs and MIS reporting.
• Proactive, responsible and able to handle operations and escalations independently.

Responsibilities

• Lead and manage the Operations & Support team.
• Manage the complete learner journey after enrollment.
• Ensure timely resolution of queries, complaints and escalations.
• Monitor team performance and improve customer experience.
• Develop and maintain SOPs and operational processes.
• Coordinate with Sales, Academic & Placement teams for issue resolution.
• Handle critical escalations and ensure proper follow-up.
• Prepare MIS reports and track key operational metrics.
• Coach and motivate the team to achieve performance goals.

Skills

Operations management

Customer support leadership

Escalation management

Team leadership

MIS reporting

Job description

Role & responsibilities

• Lead and manage the Operations & Support team.
• Manage the complete learner journey after enrollment.
• Ensure timely resolution of queries, complaints and escalations.
• Monitor team performance and improve customer experience.
• Develop and maintain SOPs and operational processes.
• Coordinate with Sales, Academic & Placement teams for issue resolution.
• Handle critical escalations and ensure proper follow-up.
• Prepare MIS reports and track key operational metrics.
• Coach and motivate the team to achieve performance goals.

Preferred candidate profile

• 1-4 years of experience in Operations/Customer Support, with 12 years in a team-handling role.
• Experience in EdTech, Customer Success, or learner support preferred.
• Strong knowledge of customer experience and escalation management.
• Excellent team leadership, communication and problem-solving skills.
• Ability to manage the complete post-enrollment learner journey.
• Strong in process management, SOPs and MIS reporting.
• Proactive, responsible and capable of independently handling operations and escalations.