Operations Manager - L3 - Tamil(Student Operations)

Masai; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Masai in Bengaluru is seeking an operations professional to manage day-to-day on-site programs across learner cohorts. You will monitor SLAs, resolve exceptions, and ensure timely delivery of learner services.

You will define and track KPIs such as attendance and completion, build weekly dashboards, and work with cross-functional teams to implement process improvements and scale our service model.

Qualifications

• 2+ years of hands-on operations or program-management in education/edtech, BPO, logistics, or high-volume service operations preferred.
• Proven track record of meeting SLA/KPI targets and driving process improvements with measurable impact.
• Strong stakeholder management and communication skills; comfortable coordinating with cross-functional partners and senior leadership.
• Fluent in speaking Tamil or Telugu.

Responsibilities

• Own day-to-day on-site operations for assigned cohorts/programs; monitor SLAs and resolve exceptions.
• Define, measure, and drive KPIs; create dashboards and take corrective actions.
• Lead and coach a small operations team—set priorities and distribute work.
• Partner with cross-functional teams (Academics, Placement, Sales, Finance) to improve processes and enable smooth handoffs.
• Manage vendor relationships and third-party services; negotiate scope and SLAs and ensure compliance.
• Conduct root-cause analysis for operational gaps and implement standardized SOPs, checklists, and audit mechanisms.

Skills

Operations experience

SLA/KPI management

Stakeholder management

Tamil/Telugu fluency

Tools

Excel/Sheets

SQL exposure

Job description

Role & Responsibilities

• Own day-to-day on-site operations for assigned cohorts/programs: monitor SLAs, resolve exceptions, and ensure timely delivery of learner services.
• Define, measure, and drive KPIs (attendance, completion, placement pipeline metrics); create weekly/monthly dashboards and take corrective actions.
• Lead and coach a small operations team — set priorities, distribute work, and sustain a high-quality, scalable service model.
• Partner with cross-functional teams (Academics, Placement, Sales, Finance) to implement process improvements and enable smooth handoffs.
• Manage vendor relationships and third-party services; negotiate scope, SLAs, and ensure compliance with agreements.
• Conduct root-cause analysis for operational gaps and implement standardized SOPs, checklists, and audit mechanisms to reduce errors and rework.

Skills & Qualifications

Must-Have

• 2+ years of hands-on operations or program-management experience (education/edtech, BPO, logistics, or high-volume service operations preferred).
• Proven track record of meeting SLA/KPI targets and driving process improvements with measurable impact.
• Strong stakeholder management and communication skills; comfortable coordinating with cross-functional partners and senior leadership.
• Should be fluent in speaking Tamil / Telugu

Preferred

• Experience managing on-site teams and vendor relationships in India.
• Proficiency in data reporting tools (advanced Excel/Google Sheets; basic SQL or BI exposure is a plus).

Benefits & Culture Highlights

• High-impact role in a mission-driven, learner-centric environment with strong growth exposure.
• Collaborative, metrics-driven culture that values continuous improvement and ownership.
• Opportunities for leadership development and cross-functional rotation as the business scales.