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.