Global Customer Operations Leader

SAGE Publishing; Thousand Oaks (CA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) matching

Education tuition support

Hybrid or remote work options

Job summary

Sage Publishing seeks a Senior Manager, Customer Operations to lead the College & Corwin global customer operations function. You will drive strategy, oversee Team Leads in the US, UK, and India, and ensure exceptional service delivery across regions.

You will collaborate with Sales, Marketing, and Publishing to translate insights into improvements and foster a follow-the-sun support model, balancing performance with customer experience and growth.

Qualifications

• Significant leadership experience in customer operations, or related function.
• Experience leading geographically distributed teams and developing people leaders.
• Proven ability to translate strategy into operational results.

Responsibilities

• Lead global strategy, standards, and performance of College & Corwin Customer Operations.
• Direct Team Leads in US, UK, and India to foster high-performing culture.
• Oversee customer service delivery, metrics, service levels, and satisfaction across regions.
• Partner with cross-functional teams to improve processes and customer experience.
• Use data and insights to drive continuous improvement.
• Ensure effective collaboration across global teams in a follow-the-sun model.
• Communicate performance trends and risks to senior leadership.
• Build relationships with Sales, Marketing, Publishing, and Customer Experience.

Skills

Leadership

Customer operations

Data analysis

Cross-functional collaboration

CRM platforms

Reporting tools

MS Office

Tools

CRM platforms

Reporting tools

Job description

Sage Publishing seeks a Senior Manager, Customer Operations to lead the College & Corwin global customer operations function. You will drive strategy, oversee Team Leads in the US, UK, and India, and ensure exceptional service delivery across regions.

You will collaborate with Sales, Marketing, and Publishing to translate insights into improvements and foster a follow-the-sun support model, balancing performance with customer experience and growth.