Job
Description
Lets start with who we are: Interviews can be hard. And when it comes to the top tech companies like Google, Facebook, Netflix, etc., they can be downright brutal. Most candidates don t make it simply because they don t prepare well enough. IK helps candidates nail the toughest tech interviews. At IK, current and former hiring managers at these top companies take candidates through an intense prep course to prepare them to crack the toughest Technical interviews. You could think of us as the everything store for career transitions and interview skill development. How do we do that, you ask? We have a structured way of helping folks crack interviews- Career accelerator course End-to-end courses + platform More than 100+ instructors from Google, FB, Amazon, Netflix, Dropbox, and other top Silicon Valley companies. And, to date, we have trained 10000+ engineers! What s more exciting is that we are completely remote and hiring the best people we can find regardless of geo. Sounds interesting? Then here s some more information about the role As the Senior Manager/Associate Director of Delivery Operations, you will lead operations team and ensure process excellence This role is crucial in delivering impactful operational efficiency, data-driven strategies that enhance customer and instructure experience. Key Responsibilities: Strategic Leadership & Execution Develop and implement operational strategies to scale delivery and improve efficiency. Define KPIs and use data-driven insights to enhance performance across the board. Process & Service Excellence Oversee operations related to scheduling, LMS management, live class delivery, video uploads (YouTube, Vimeo), and instructor coordination. Monitor live sessions, troubleshoot real-time issues, and ensure a seamless learner experience. Standardize and improve processes for operational consistency and quality. Customer & Instructor Experience Ensure prompt and professional handling of customer queries and escalations. Manage instructor hiring and engagement with a focus on quality and reliability. Drive initiatives to improve satisfaction for both learners and instructors. Lead automation projects and tool integrations to reduce manual overhead. Team & People Management Lead and mentor a growing team of operations associates and managers. Manage hiring, onboarding, performance reviews, and team development plans. Foster a high-performance culture focused on ownership, agility, and results. Cross-functional Collaboration Align with Sales, Marketing, Product, and Customer Success to drive business goals. Represent Operations in strategic discussions and cross-team projects. Deliver on high-impact, cross-functional initiatives as needed. 8-12 years of experience in operations, with 3-5 years in a people management role. Proven track record in improving operational processes and driving efficiency. Strong analytical and decision-making skills; proficiency in
