Senior Manager, Customer Operations

The Senior Manager, Customer Operations role is based in the United States and oversees global customer operations supporting education-focused products and services. Key responsibilities include:

• Leading the global strategy, standards, and performance of the customer operations function.
• Managing and developing Team Leads across the US, UK, and India, strengthening leadership capability and fostering a consistent, high-performing culture.
• Overseeing customer service delivery, operational metrics, service levels, customer satisfaction, and overall performance across regions.
• Using data, customer feedback, and operational insights to identify opportunities and drive measurable continuous improvement.
• Partnering with Customer Experience, Sales, Marketing, Publishing, and other functions to improve processes, implement operational guidelines, and enhance the end-to-end customer experience.
• Identifying operational risks, challenges, and opportunities and communicating performance trends, recommendations, and business priorities clearly to senior leadership.
• Building and maintaining strong relationships with key internal stakeholders, encouraging collaboration and alignment across functions and geographic regions.
• Translating strategic objectives into actionable operational plans and measurable outcomes.
• Championing a visible, hands-on leadership approach that promotes accountability, employee development, service excellence, and customer-centric decision-making.
• Supporting the ongoing evolution of processes, systems, and ways of working to improve efficiency, consistency, and customer satisfaction.

Requirements

• Significant leadership experience in customer operations, customer service, customer experience, or a closely related operational function.
• Proven experience managing geographically distributed teams and developing Team Leads, managers, or other people leaders.
• Demonstrated ability to translate business strategy into effective operational plans, measurable results, and sustainable improvements.
• Strong analytical and performance-management capabilities, with experience using KPIs, service metrics, customer satisfaction data, and operational reporting to drive decisions.
• Achieved a visible, hands-on leadership style with a genuine passion for delivering excellent customer experiences.
• Excellent communication, stakeholder management, collaboration, influencing, and relationship-building skills.
• Experience working effectively across multiple functions, regions, and organizational levels.
• Demonstrated track record of leading continuous improvement initiatives and delivering meaningful operational change.
• Proficiency with Microsoft Office, CRM platforms, customer service systems, reporting tools, and operational technologies.
• Ability to operate effectively in a global, fast-moving environment with competing priorities and geographically dispersed stakeholders.
• Strong organizational skills and the ability to balance strategic thinking with hands-on operational execution.
• Experience in education, publishing, professional services, or a related industry is preferred.

Benefits

• Annual base salary of $111,500–$140,000, with compensation determined by skills, experience, qualifications, and other relevant factors.
• Comprehensive PPO medical, dental, and vision coverage, with most premium costs covered by the employer.
• 401(k) matching program providing 100% matching contributions on up to 5% of pay.
• Programs and benefits designed to support employee health and well-being.
• Paid time away and additional meaningful employee benefits.
• Company-sponsored anniversary trip every five years.
• Financial support for bachelor's and graduate-level degree programs.
• Support for learning and development, including opportunities to pursue education for personal interests.
• Hybrid or remote work flexibility, depending on role requirements.
• High degree of day-to-day autonomy and flexibility.
• Opportunities for professional growth and leadership development within a global organization.
• Inclusive and collaborative culture focused on continuous learning, diversity, and employee development.
• Opportunity to lead an international customer operations organization serving educators, institutions, and learning communities.