ExcelR - Senior Operations Manager
1 week ago
Senior Operations Manager - Classroom & Branch Operations Company: ExcelR Edtech Pvt LtdWork Location: Pune (multi-branch; on-site, frequent intra-city travel)Experience: 15+ years (multi-site operations)Languages: English & Marathi - MandatoryEmployment Type: Full-time, PermanentIndustry: EdTech / Education & TrainingDepartment: OperationsRole Category: Center/Branch Operations & FacilitiesRole overview:ExcelR is hiring a senior operations leader to own end-to-end branch operations in Pune & Mumbai-from classroom batch planning & timetables to student service escalations, facilities uptime, vendor management, audits, and team leadership. You'll ensure batches start on time, student experience is exceptional, and every centre runs like clockwork.Key responsibilities:- Lead day-to-day operations across Pune & Mumbai branches; ensure SLA adherence and smooth academic delivery.- Drive classroom batch planning/scheduling: timetables, room allocation, trainer/faculty rostering, substitutions.- Own student/customer escalations: queue, triage, resolve; implement service-recovery and prevention plans (TAT & RCA).- Manage facilities & infrastructure: housekeeping, IT/AV, internet, power backup, security, hygiene & safety.- Run vendor management & procurement: AMC/repairs, rate contracts, service audits, and payments coordination.- Govern SOPs & compliance: statutory, fire & safety, health & sanitation, data/privacy norms; conduct periodic audits.- Track inventory & assets (classroom equipment, laptops, routers, biometrics, signage, furniture).- Coordinate closely with Sales, Academics, Placements & Corporate Training for capacity planning and special batches.- Ensure accurate CRM/LMS updates (batches, attendance, trainer allocation) and handle ticketing workflows.- Publish daily/weekly MIS (batch start on time %, occupancy, faculty utilization, NPS/CSAT, incident log, facility uptime).- Drive continuous improvement using Lean/Six Sigma concepts; standardize best practices across centers.- Manage budgets & cost control: optimize opex, negotiate vendors, prevent leakage & wastage.- Build, coach, and performance-manage a team of Center/Operations Managers & Executives; plan rosters & training.- Business continuity: contingency for trainer no-shows, infra outages, high-demand weekends/peak seasons.Success metrics (KPIs):- On-time batch start - 98%; faculty utilization & classroom occupancy targets met.- NPS/CSAT improvement and escalation TAT < 24 hours.- Facility uptime - 99% and internal audit score - 95%.- Budget adherence and productivity benchmarks for ops team.Preferred candidate profile:- 15+ years in multi-site operations/center management - EdTech, training/coaching, test-prep, K12/higher-ed, or service-heavy retail/hospitality.- Proven leadership of large on-ground teams and 3rd-party vendors; strong stakeholder management.- Fluent in English & Marathi; excellent written & verbal communication and conflict resolution.- Strong with Excel/Google Sheets, CRM/LMS (e., Salesforce/Zendesk/Freshdesk), and basic IT/AV troubleshooting.- Hands-on, process-driven, and data-oriented; adept at SOPs, audits, and continuous improvement.- Readiness to work evenings/weekends as per batch schedules; frequent intra-city center visits.- Local Pune market/geo familiarity preferred;- EdTech industry experience preferred (ref:iimjobs.com)
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