Study abroad operations manager

Role Summary The Study Abroad Operations Manager will lead and scale our end-to-end study abroad services by managing a team of Operations Executives and ensuring excellence in application processing, compliance, student support, and operational efficiency. This strategic role requires deep expertise in international education, team leadership, process optimization, and the ability to drive quality outcomes while maintaining regulatory compliance across multiple countries. Key Responsibilities 1. Team Leadership & Management Team Building : Recruit, onboard, train, and mentor a team of Operations Executives to deliver exceptional service quality. Performance Management : Set clear KPIs, conduct regular performance reviews, and implement improvement plans to drive team productivity and accuracy. Capacity Planning : Forecast workload requirements and scale team size based on business growth, seasonal application cycles, and operational demands. Coaching & Development : Create training programs on university admissions processes, visa regulations, compliance standards, and customer service excellence. 2. Process Optimization & Quality Control Standard Operating Procedures : Design, document, and continuously refine SOPs for application management, documentation review, visa guidance, and student support workflows. Quality Assurance : Implement robust quality control mechanisms to review application accuracy, document completeness, and compliance adherence before submission. Efficiency Improvement : Identify bottlenecks, automate repetitive tasks, and leverage technology/CRM tools to improve turnaround time and reduce operational errors. Audit & Compliance : Conduct regular audits of case files, maintain documentation standards, and ensure all processes meet regulatory and company requirements. 3. Strategic Operations & Stakeholder Management University Partnerships : Build and maintain strategic relationships with university partners across the USA, UK, Canada, Ireland, Germany, and other target markets to streamline admissions and resolve escalations. Vendor Coordination : Oversee partnerships with external service providers (visa consultants, loan providers, accommodation agencies, insurance partners) to ensure seamless student experience. Cross-functional Collaboration : Work closely with Sales, Marketing, and Product teams to align operational capabilities with business goals and customer acquisition strategies. Escalation Management : Serve as the point of escalation for complex cases, visa rejections, university disputes, or student grievances requiring senior intervention. 4. Compliance & Risk Management Regulatory Expertise : Stay updated on evolving immigration policies, visa regulations, financial documentation requirements, and country-specific compliance mandates. Risk Mitigation : Proactively identify compliance risks, visa rejection patterns, and operational vulnerabilities; implement corrective measures to protect business reputation. Training & Updates : Disseminate timely updates on policy changes to the operations team and ensure all team members are trained on current regulations. 5. Data Analytics & Reporting Performance Dashboards : Track and report on key metrics including application success rates, visa approval rates, turnaround times, student satisfaction scores, and team productivity. Insights & Optimization : Analyze operational data to identify trends, predict challenges, and recommend data-driven improvements to leadership. MIS Reporting : Prepare comprehensive monthly/quarterly reports for senior management on operational performance, team efficiency, and business impact. 6. Customer Experience & Conversion Support Service Excellence : Ensure the team delivers best-in-class counseling and support to students and parents throughout their study abroad journey. Conversion Optimization : Collaborate with sales teams to improve lead-to-application conversion rates through streamlined processes and proactive follow-ups. Student Advocacy : Champion student needs internally, ensuring operational processes are student-centric and aligned with delivering value-added services. Desired Qualifications & Skills Education & Experience Education : Bachelor's degree required; Master's degree in Business, Education, or related field preferred. Experience : Minimum 3-5 years of experience in the study abroad industry, with at least 1-2 years in a managerial or team leadership role. Industry Knowledge : Preferred deep expertise in university admissions, visa processes, and compliance requirements for the USA, UK, Canada, Ireland, and Germany. Leadership & Management Skills Proven track record of building, leading, and scaling high-performing teams. Strong people management skills with the ability to motivate, mentor, and drive accountability. Experience in change management and process transformation initiatives. Technical Proficiency Advanced proficiency in MS Office Suite (Excel for analytics, dashboards, and reporting). Hands-on experience with CRM platforms (Salesforce, Zoho, Hub Spot, or similar) and workflow automation tools. Comfort with data analysis, reporting tools, and performance tracking systems. Core Competencies Strategic Thinking : Ability to see the big picture, anticipate challenges, and design scalable solutions. Operational Excellence : Exceptional attention to detail, process discipline, and quality orientation. Stakeholder Management : Strong relationship-building skills with internal teams, university partners, and external vendors. Problem Solving : Analytical mindset with the ability to resolve complex operational and compliance challenges. Communication : Excellent written and verbal communication skills for team guidance, reporting, and external coordination. Adaptability : Ability to thrive in a fast-paced, dynamic environment with evolving regulations and business priorities. What We Offer Opportunity to build and lead a critical function in a high-growth Ed Tech company Exposure to cutting-edge technologies and international education markets Latest Mac Book & tech equipment Competitive salary + performance/annual bonuses Health insurance Beautiful offices in prime tech hubs. Modern amenities and free office snacks. Company-sponsored social events/activities Open-minded, transparent culture with regular team gatherings