Operations Manager — Customer Success & Operations (CS&OP)

ABOUT US

We help engineering students become job-ready through AI-powered assessments, personalized learning paths, and college partnerships.

ROLE OVERVIEW

You’ll lead our CS&OP function for partnered colleges: build the operating playbook, manage analysts, set SLAs, and make sure students and colleges love the experience—while feeding insights back into the product roadmap.

WHAT YOU’LL OWN

• Growth & Upsell: Partner with college leadership and student bodies to expand student adoption; hit quarterly topline targets for existing colleges.

• Onboarding & Orientation: Plan and run events, sessions, and trainings that show how to get maximum value from the platform.

• SOPs & SLAs: Translate leadership goals into clear SOPs, runbooks, and metrics for product milestones and impact milestones.

• Support & Engagement: Ensure 24/7 coverage with defined SLAs; run escalation paths and staffing rosters; ensure every program step runs via product (or offline fallback if needed).

• Feedback Loops: Set up recurring surveys, 1:1s, campus interactions; synthesize insights; drive accountability with Product to deliver agreed outcomes.

• Team Leadership: Hire, coach, and upskill the analyst team; capacity planning; weekly reviews; performance management.

SUCCESS METRICS

• Student NPS; College NPS

• Skill improvement (% of gap covered)

• SLA adherence (first response / resolution, backlog aging)

• Cadence to SOPs and deliverables (on-time execution)

• Team performance and upskilling completion

• Quality and impact of inputs to Product (adopted changes)

MUST-HAVES

• 5–9 years in Operations/Customer Success, including 2+ years leading teams.

• Hands-on operator with empathy for colleges and students.

• Process builder: SOP/SLA design, execution rigor, and dashboarding.

• Data-driven: Google Sheets/Excel proficiency; comfort with metrics.

• Ability to spot automation/efficiency opportunities and partner with Product/Engineering.

• Excellent communication, stakeholder management, and on-ground presence; willingness to travel to campuses.

NICE-TO-HAVE

• EdTech/SaaS experience; CRM/ticketing, survey/NPS tooling; basic scripting/automation.