Camp K12 - Senior Manager - CX Operations - North America

Associate Director 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.

Learn more: https://campk12.com

Demo - see our online classes in action: https://bit.ly/367NirT

Our origin story : https://yourstory.com/2016/12/camp-k12

JOB DESCRIPTION :

We're looking for an exceptional Associate Director-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 AND RESPONSIBILITIES :

- Ability to understand business objectives and align CX accordingly.

- Help design product requirements and visualize 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 enroll 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.

- Organize, 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!