Senior Manager, Customer Operations

Sage; Thousand Oaks (CA); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) matching up to 5%

Tuition assistance

Hybrid or remote work flexibility

Job summary

Sage Publishing seeks a Senior Manager, College & Corwin Customer Operations to lead a global customer operations function serving educators, bookstores, and districts. You will drive service excellence across US, UK, and India in a follow-the-sun model, partnering with Sales, Marketing, and Publishing to translate insights into improvements.

You'll lead Team Leads, shape standards, monitor metrics, and foster a high-performing culture with hands-on leadership in a hybrid/remote setup.

Qualifications

• Significant leadership experience in customer operations.
• Experience leading geographically distributed teams.
• Ability to translate strategy into operational results.
• Strong analytical and performance management skills.
• Excellent communication and collaboration.
• Experience with Microsoft Office, CRM platforms, reporting tools.
• Experience in education/publishing or related industry preferred.

Responsibilities

• Lead the global strategy, standards, and performance of the College & Corwin Customer Operations function.
• Directly manage Team Leads in the US, UK, and India, developing leadership capability and fostering a consistent, high-performing culture.
• Oversee customer service delivery, operational metrics, service levels, and customer satisfaction across all regions.
• Partner with cross-functional teams to improve processes, implement guidelines, and enhance the customer experience.
• Use data, customer feedback, and operational insights to find opportunities and drive continuous improvement.
• Ensure effective collaboration across global teams within a follow-the-sun operating model.
• Communicate performance trends, risks, and recommendations to senior leadership.
• Build strong relationships with key collaborators across Sales, Marketing, Publishing, and Customer Experience.

Skills

Leadership

Strategy execution

Analytical skills

Communication

Collaboration

Change management

Tools

CRM platforms

Reporting tools

Microsoft Office

Job description

The Senior Manager, College & Corwin Customer Operations leads Sage's global customer operations function supporting our College and Corwin education publishing businesses. Serving bookstores, school districts, educators, and direct purchasers, the team supports a diverse portfolio of products and services, including books, conferences, and consulting.

This role provides strategic and operational leadership for a globally distributed customer operations team across the US, UK, and India. Reporting at a senior level, the successful candidate will drive service excellence, lead a high-performing team of Team Leads, oversee operational performance, and ensure a seamless customer experience through a follow-the-sun support model.

Working closely with colleagues across Customer Experience, Sales, Marketing, and Publishing, you will translate customer and operational insights into business improvements, drive continuous improvement initiatives, and ensure alignment with broader organizational goals.

About Our Team

Our College and Corwin businesses support educators, institutions, and learning communities through innovative content, professional learning, conferences, and consulting services. The Customer Operations team is at the heart of that mission, delivering exceptional support to customers around the globe.

Operating across the United States, United Kingdom, and India, we are a collaborative, customer-focused team committed to service excellence, continuous improvement, and creating positive customer experiences at every interaction.

Your New Role

• Lead the global strategy, standards, and performance of the College & Corwin Customer Operations function.
• Directly manage Team Leads in the US, UK, and India, developing leadership capability and fostering a consistent, high-performing culture.
• Oversee customer service delivery, operational metrics, service levels, and customer satisfaction across all regions.
• Partner with cross-functional teams to improve processes, implement guidelines, and enhance the customer experience.
• Use data, customer feedback, and operational insights to find opportunities and drive continuous improvement.
• Ensure effective collaboration across global teams within a follow-the-sun operating model.
• Communicate performance trends, risks, and recommendations to senior leadership.
• Build strong relationships with key collaborators across Sales, Marketing, Publishing, and Customer Experience.

Can You Be Our New Senior Manager, Customer Operations?

You May Be a Great Fit If You Have

• Significant leadership experience in customer operations, customer service, or a related function.
• Experience leading geographically distributed teams and developing people leaders.
• A proven ability to translate strategy into operational results.
• Strong analytical and performance management skills, with experience using metrics to drive improvement.
• A visible, hands-on leadership style and passion for customer experience.
• Excellent communication, collaborator management, and influencing skills.
• Strong collaboration skills and experience working across functions and regions.
• A continuous improvement approach, with a track record of delivering meaningful change.
• Proficiency with Microsoft Office, CRM platforms, customer systems, and reporting tools.
• Experience in education, publishing, professional services, or a related industry is preferred.

Pay Transparency & Benefits Package

Sage Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect. Sage is proud to be an equal opportunity workplace and is an affirmative action employer.

Compensation at Sage is influenced by several factors, including but not limited to skill set, nature and level of experience, qualifications, and other relevant considerations. Please note that the compensation details listed in U.S. role postings reflect the base salary only and do not include bonuses or benefits. Your recruiter can share more about the specific salary range and additional aspects of the compensation/benefits package for this position during the hiring process. If your desired salary falls outside of this range, we hope you'll still apply as there may be other positions that better align.

In addition to compensation, Sage offers a highly competitive and comprehensive PPO medical, dental, and vision care benefits package with Sage covering most of the premium costs. Unique program benefits that support a healthy life, a company-sponsored anniversary trip every 5 years, a 401(k)-matching program of 100% up to 5% of pay, and other significant meaningful benefits. In alignment with our value for education, Sage offers financial support for bachelor's and graduate-level degree programs as well as learning for personal interest.

Sage offers freedom and autonomy in your day-to-day with hybrid or remote work, depending on the role. Join the nearly 2,000 Sage employees worldwide who deliver products and services that serve to fulfill our noble goal of education and dissemination of knowledge globally. We'd love to meet you!

Diversity, Equity, and Inclusion

Sage Publishing is committed to being an inclusive employer where all individuals are treated with fairness and respect, regardless of age, disability, gender identity, marriage and partnership status, pregnancy and parental responsibilities, race, religion and belief, sex, or sexual orientation.

We believe that diversity is a cornerstone of a vibrant culture. We want Sage to be an organization where the most talented staff and high-potential staff are recruited, have the opportunity to grow, and want to work. We strive to achieve a better representation of diverse talent at all levels, including leadership, across our workforce.

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Our mission is building bridges to knowledge - supporting the development of ideas through the research process to scholarship that is certified, taught, and applied.

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Sage is committed to the full inclusion of all qualified applicants. Accommodations will be made for any part of the interview process.