Senior Operations Manager

About ExcelR:ExcelR is a leading edtech company founded by distinguished alumni of IIM and ISB, dedicated to transforming careers through world-class upskilling. Recognized twice with the Deloitte Fast 50 Award, ExcelR is one of India's fastest-growing tech companies. With an employee size of 450+, we have a strong PAN India and USA presence. With a thriving community of 300,000+ learners, ExcelR delivers impactful learning experiences across the globe. We proudly collaborate with premier institutes like IIT Madras, IIT Jammu, IIT Roorkee, and BITS Pilani, offering cutting-edge programs.Designation: Senior Operations Manager – Pune (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 responsibilitiesLead 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 profile15+ 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.g., 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.Education: Any GraduateLocal Pune market/geo familiarity preferred;EdTech industry experience preferred.Job Type: Full-timePay: ₹1,000, ₹1,500,000.00 per yearApplication Question(s):How many years of experience do you have in the EdTech industry?Experience:Operations management: 10 years (Required)Language:Marathi (Required)Work Location: In person