Senior Operations Manager (Classroom & Branch Operations )

ExcelR; Pune District; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

A leading EdTech company is seeking a senior operations leader to manage branch operations across Pune & Mumbai. The ideal candidate will have over 15 years in multi-site operations management, excellent leadership skills, and familiarity with the local market. This role demands a hands-on approach to ensure exceptional student experiences and operational efficiency across centers.

Qualifications

• 15+ years in multi-site operations/center management.
• Proven leadership of large teams and vendor management.
• Fluent in English & Marathi with excellent communication skills.

Responsibilities

• Lead day-to-day operations across Pune & Mumbai branches.
• Drive classroom batch planning and scheduling.
• Own student/customer escalations and service-recovery plans.
• Manage facilities and vendor relationships.
• Track inventory and assets.

Skills

Leadership

Stakeholder management

Conflict resolution

Analytical skills

Communication

CRM proficiency

Lean/Six Sigma concepts

Education

Any Graduate

Tools

Excel

Google Sheets

CRM/LMS software

Job description

Role overview

ExcelR is hiring a senior operations leader to own end-to-end branch operations in Pune & Mumbai from classroom batch planning & timetables to student service escalations, facilities uptime, vendor management, audits, and team leadership. Youll ensure batches start on time, student experience is exceptional, and every centre runs like clockwork.

Key responsibilities

• Lead day-to-day operations across Pune & Mumbai branches; ensure SLA adherence and smooth academic delivery.
• Drive classroom batch planning/scheduling: timetables, room allocation, trainer/faculty rostering, substitutions.
• Own student/customer escalations: queue, triage, resolve; implement service-recovery and prevention plans (TAT & RCA).
• Manage facilities & infrastructure: housekeeping, IT/AV, internet, power backup, security, hygiene & safety.
• Run vendor management & procurement: AMC/repairs, rate contracts, service audits, and payments coordination.
• Govern SOPs & compliance: statutory, fire & safety, health & sanitation, data/privacy norms; conduct periodic audits.
• Track inventory & assets (classroom equipment, laptops, routers, biometrics, signage, furniture).
• Coordinate closely with Sales, Academics, Placements & Corporate Training for capacity planning and special batches.
• Ensure accurate CRM/LMS updates (batches, attendance, trainer allocation) and handle ticketing workflows.
• Publish daily/weekly MIS (batch start on time %, occupancy, faculty utilization, NPS/CSAT, incident log, facility uptime).
• Drive continuous improvement using Lean/Six Sigma concepts; standardize best practices across centers.
• Manage budgets & cost control: optimize opex, negotiate vendors, prevent leakage & wastage.
• Build, coach, and performance-manage a team of Center/Operations Managers & Executives; plan rosters & training.
• Business continuity: contingency for trainer no-shows, infra outages, high-demand weekends/peak seasons.

Success metrics (KPIs)

• On-time batch start 98%; faculty utilization & classroom occupancy targets met.
• NPS/CSAT improvement and escalation TAT lessthan 24 hours.
• Facility uptime greater than 99% and internal audit score greater than 95%.
• Budget adherence and productivity benchmarks for ops team.

Preferred candidate profile

• 15+ years in multi-site operations/center management EdTech, training/coaching, test-prep, K12/higher-ed, or service-heavy retail/hospitality.
• Proven leadership of large on-ground teams and 3rd-party vendors; strong stakeholder management.
• Fluent in English & Marathi; excellent written & verbal communication and conflict resolution.
• Strong with Excel/Google Sheets, CRM/LMS (e.g., Salesforce/Zendesk/Freshdesk), and basic IT/AV troubleshooting.
• Hands-on, process-driven, and data-oriented; adept at SOPs, audits, and continuous improvement.
• Readiness to work evenings/weekends as per batch schedules; frequent intra-city center visits.

Education

Education: Any Graduate

• Local Pune market/geo familiarity preferred;
• EdTech industry experience preferred.