Assistant Manager, Operations
What You Will Do:
Manage and mentor a team of Customer Success Associates to consistently deliver a high-quality learner experience.
Set clear expectations, monitor individual and team performance, and drive achievement of Customer Success KPIs.
Conduct regular 1:1s, performance reviews, coaching sessions, and feedback conversations with team members.
Monitor learner engagement, retention, completion, dropout, and deferral trends across cohorts and proactively address risks.
Review team portfolios and ensure Associates are taking timely and effective action on at-risk learners.
Handle complex learner concerns and escalations, ensuring issues are resolved with appropriate urgency and ownership.
Support the team in difficult retention conversations, service recovery situations, and high-priority learner cases.
Ensure consistent execution of onboarding, learner engagement, follow-ups, retention, and support processes across the team.
Work closely with Operations, Mentors, Career Coaches, Support, and other stakeholders to resolve learner issues and improve the overall experience.
Review learner feedback and identify recurring issues, trends, and opportunities for process or product improvement.
Own team-level dashboards, trackers, reports, and performance reviews using Google Sheets, Microsoft Excel, CRM tools, and other relevant systems.
Analyze team and learner data to identify gaps, improve productivity, and drive better customer outcomes.
Conduct regular quality checks on calls, emails, chats, and learner interactions to ensure communication standards are consistently maintained.
Identify training and development needs within the team and work with leadership to close performance gaps.
Drive process improvements and ensure the team adopts new processes, tools, and best practices effectively.
Partner with leadership on capacity planning, workload distribution, cohort allocation, and operational priorities.
Ensure accurate and timely CRM updates, documentation, reporting, and follow-up across the team.
Build a culture of accountability, collaboration, empathy, and customer ownership within the team.
What We Are Looking For:
2-5 years of experience in Customer Success, Student Success, Customer Support, Customer Service, Account Management, or another customer-facing function.
At least 1-2 years of experience managing, mentoring, or leading a team.
Strong people-management skills with the ability to coach, motivate, and develop team members.
Excellent spoken and written English, with the ability to communicate clearly, professionally, and confidently.
Strong customer-first mindset with excellent judgment, empathy, and problem-solving ability.
Experience managing escalations and handling challenging customer conversations.
Strong understanding of customer engagement, retention, and lifecycle management.
Ability to analyze performance data and translate insights into clear actions for the team.
Strong organizational skills with the ability to manage multiple cohorts, priorities, escalations, and stakeholders.
Strong working knowledge of Google Sheets, Microsoft Excel, CRM tools, and reporting dashboards.
Bachelor's degree in any discipline.
Experience in EdTech, Student Success, Customer Success, or learning programs is preferred.