Manager, Service Operations

At Curriculum Associates, we believe in the potential of every child and are changing the face of education technology with award-winning learning programs like i-Ready that serve a third of the nation's K–8 students. For more than 50 years, our commitment to making classrooms better places, serving educators, and supporting accessible learning experiences for all students has driven the continuous improvement of our innovative programs. Our team of more than 2,500 employees is composed of lifelong learners who stand behind this mission, working tirelessly to serve the educational community with world-class programs and support every day.

Job Title: Service Manager
Reporting into
– Director Service Operations

Location
– Bangalore India (Office – Prestige Tech Park, Outer Ring Road, Bangalore)

Key Responsibilities:

• Develop and implement strategic plans for anyone/multiple of the services functions - Professional Learning, Customer support, and Partner success and align with respective Services leadership team.
• Lead, mentor, and manage a team of any one or multiple services functions from Professional Learning, Partner Success and Customer Service in India
• Manage team productivity and performance through instilling a metrics driven culture.
• Define team and individual goals in alignment with Global Service objectives. Assist direct reports in the definition and attainment of individual goals.
• Have regular 1-1's with direct reports.
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
• Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.
• Conduct weekly/monthly reviews with Service leadership and present qualitative and quantitative data on business performance.
• Conduct quarterly reviews with leadership.
• Develop and maintain strong relationships with key partners to enhance collaboration and business opportunities.
• Optimize resource allocation and project management processes to maximize productivity and profitability.
• Ensure compliance with industry standards, regulations, and company policies.
• Gathering customer feedback and communicating product/services improvement suggestions to the Development/Delivery teams.

Key Leadership attributes for this role

• Leadership and Team Management
• Client Relationship Management
• Strategic Planning
• Operational excellence
• Quality Assurance
• Communication and Collaboration.

Qualifications and Skills:

• Bachelor's or master's degree in business administration, IT, Engineering, or a related field.
• 10+ years of experience in professional services, customer services, consulting, or service delivery, with at least 2 years in a leadership role (Preferably in a Services or Product environment); Experience in managing and leading 24*7 Support (Preferably in a Product / SaaS environment) will be a great addition to the skills.
• Exceptional understanding of Customer Experience and Professional Services Structure (Supply chain, ticketing, resolution and experience) is mandatory.
• Strong leadership, team management, and people development skills.
• Proven track record in driving customer success, project management, and revenue growth.
• Excellent communication, negotiation, and relationship-building abilities.
• Ability to work cross-functionally and collaborate with different departments.
• Ability to build and pull-out report in Salesforce and Gainsight.
• Experience using Zoom Contact Centre, workday and DOMO

Preferred Qualifications:

• PMP, ITIL, or Six Sigma certification.
• Knowledge or experience of Edtech Software domain is a plus.
• Strong analytical and problem-solving skills.

Work Environment:

• Hybrid work environment (3 days a week to work from office)
• The role requires working in ET or MT (US business hours)
• Occasional travel may be required for client meetings and industry events.