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.