Camp K12 - Senior Manager - CX Operations

Senior Manager- CX Operations (North America)

ABOUT THE COMPANY :

- Camp K12 is a $12M Series A, Global Online platform for 21st century skills. We're teaching Coding, English and STEM subjects to kids aged 5 - 18 via LIVE, interactive online sessions (1:1 and small-group) that take place in our gamified virtual classrooms and work 10x better than a standard classroom environment.

- At Camp K12, we are building a high calibre team and value smart, self-motivated candidates with an "ownership mindset". You would be working with a company founded by an MIT/Harvard alum (ex Google, McKinsey) and the Ex-CEO of Apple India, and will work closely with a team that hails from Wharton, Bain, BCG, IIT, Teach For India, Uber, Ola and Swiggy and more.

- We have grown our revenue by 120x as our team has grown from 25 to 280 people, and continues to grow rapidly. We have taught 400k+ students and are looking to build a $1B+ global online school of the future, a one-stop shop for the needs of 21st century parents and students.

JOB DESCRIPTION :

- We're looking for an exceptional Senior Manager-CX Operations to drive market entry and scale up our International Biz. with a focus on US / North America.

- You will be managing our strong customer success and live operations team to provide a smooth experience to customers/teachers and improve the efficiency of the system by suggesting and executing new processes.

ROLES & RESPONSIBILITIES :

- Ability to understand business objectives and align CX accordingly.

- Help design product requirements and visualise the flow of operations, watch over the implementation of the product to derive efficiency and improve the experience.

- Manage the entire lifecycle of a customer once they enrol onto the platform

- Create SOPs and Processes for various initiatives to ensure outcomes for the learners and monitor quality to ensure continuous improvement of the service offered

- Improve the efficiency of the system by suggesting and executing new solutions.

- Organise, modify and update existing workflows and set up new operational processes

- Understand customer (student / parent) requirements and ensure customer satisfaction of the highest order

- Manage TAT and other internal operations to ensure prompt and accurate response management

- Eliminate gaps by implementing strategies and action by working with cross-functional teams and driving the changes required

- Work closely with the management team to identify and deliver positive change and business efficiencies.

SKILLS REQUIRED :

- Experience ; 6+ years of work experience in startups/edtech managing CX Operations

- Excellent verbal and written communication skills

- Data driven mindset and an aptitude for technology

- Strong analytical skills

- Attitude ; self-starter, patient, minimal need for supervision

- Ability to connect across teams and levels

- Ability to run experiments and execute ideas

Timings : 8PM-6AM (US hours)

Working days : 6 working days with 1 day-off which maybe during the week

Location : Gurgaon, India. We're working remotely till the situation improves.

Want to build a business 0 to 1? Come join us!