Senior Manager, Customer Operations

Visa Hunt; United States; Hybrid; USD 130,000 - 185,000; Full time

Benefits offered by this job

PPO medical/dental/vision

401(k) matching

Education assistance

Job summary

Sage Publishing seeks a Senior Manager, College & Corwin Customer Operations to lead global customer support across the US, UK, and India, delivering service excellence for bookstores, school districts, educators, and direct buyers.

You will drive strategy, performance metrics, and a follow-the-sun operating model, building leadership, shaping processes, and partnering with Sales, Marketing, Publishing, and Customer Experience to improve the end-to-end customer journey.

Qualifications

• Significant leadership experience in customer operations or related functions.
• Experience leading geographically distributed teams and developing people leaders.
• Ability to translate strategy into operational results.
• Strong analytical and performance management skills with data-driven mindset.
• Visible, hands-on leadership style with focus on customer experience.
• Excellent communication, collaboration, and influencing skills.
• Experience working across functions and regions.

Responsibilities

• Lead the global strategy, standards, and performance of the College & Corwin Customer Operations function.
• Directly manage Team Leads in multiple regions, developing leadership capability.
• Oversee service delivery, operational metrics, service levels, and customer satisfaction across regions.
• Partner with cross-functional teams to improve processes and guidelines.
• Use data, feedback, and insights to drive continuous improvement.
• Ensure effective collaboration across global teams in a follow-the-sun model.
• Communicate performance trends, risks, and recommendations to senior leadership.
• Build relationships with colleagues across Sales, Marketing, Publishing, and Customer Experience.

Skills

Strategic leadership

Distributed team leadership

Operational excellence

Analytical & performance management

Hands-on leadership

Cross-functional collaboration

Communication & stakeholder management

CRM platforms & reporting tools

Microsoft Office

Tools

CRM platforms

Microsoft Office

Reporting tools

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.