Senior Manager/Associate Director -Delivery Operations (Night Shift)

Interview Kickstart; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

A leading company in career transition and interview skill development seeks a Senior Manager/Associate Director of Delivery Operations to enhance operational excellence. This role involves strategic leadership, process improvement, and team management, ensuring a top-notch experience for both customers and instructors.

Qualifications

• 8–12 years in operations, 3–5 years in people management.
• Proven success in improving processes and efficiency.
• Experience in education, edtech, or tech-enabled services is a plus.

Responsibilities

• Develop and implement operational strategies to scale delivery and improve efficiency.
• Oversee scheduling and management of live class delivery.
• Lead and mentor operations associates and managers.

Skills

Analytical skills

Communication skills

Stakeholder management

Process improvement

Self-starter

Tools

Excel

Google Sheets

Job description

Let's start with who we are:

Interviews can be hard, especially with top tech companies like Google, Facebook, Netflix, etc. Many candidates don’t succeed due to lack of preparation. IK helps candidates excel in these tough interviews. Our team, comprising current and former hiring managers from leading tech firms, offers intensive prep courses to help candidates succeed. Think of us as ‘the everything store’ for career transitions and interview skill development.

How do we do that?

• Structured approach to cracking interviews
• Career accelerator courses
• End-to-end courses and platform
• Over 100 instructors from Google, Facebook, Amazon, Netflix, Dropbox, and other top Silicon Valley companies
• Trained over 10,000 engineers to date
• Fully remote organization hiring the best talent regardless of location

Interested? Here’s more about the role:

As the Senior Manager/Associate Director of Delivery Operations, you will lead the operations team to ensure process excellence. This role is vital for delivering operational efficiency and data-driven strategies that enhance customer and instructor experiences.

Key Responsibilities:

Strategic Leadership & Execution

• Develop and implement operational strategies to scale delivery and improve efficiency
• Define KPIs and leverage data insights to enhance performance

Process & Service Excellence

• Oversee scheduling, LMS management, live class delivery, video uploads, and instructor coordination
• Monitor live sessions, troubleshoot issues, and ensure seamless learner experiences
• Standardize and improve operational processes for consistency and quality

Customer & Instructor Experience

• Handle customer queries and escalations promptly and professionally
• Manage instructor hiring and engagement, focusing on quality and reliability
• Implement initiatives to improve satisfaction for learners and instructors
• Lead automation projects and tool integrations to reduce manual work

Team & People Management

• Lead and mentor operations associates and managers
• Manage hiring, onboarding, performance reviews, and team development
• Foster a high-performance culture emphasizing ownership, agility, and results

Cross-functional Collaboration

• Coordinate with Sales, Marketing, Product, and Customer Success teams to meet business goals
• Represent Operations in strategic discussions and cross-team projects
• Drive high-impact, cross-functional initiatives

Qualifications:

• 8–12 years in operations, with 3–5 years in people management
• Proven success in improving processes and efficiency
• Strong analytical skills; proficient in Excel, Google Sheets, dashboards
• Excellent communication and stakeholder management skills
• Self-starter with a growth mindset, comfortable in ambiguity
• Experience in education, edtech, or tech-enabled services is a plus
• Experience managing teams in US shifts is required