Senior Manager, Customer Operations
About the role
The Senior Manager, College & Corwin Customer Operations leads Sage's global customer operations function supporting our College and Corwin education publishing businesses. Serving bookstores, school districts, educators, and direct purchasers, the team supports a diverse portfolio of products and services, including books, conferences, and consulting. This role provides strategic and operational leadership for a globally distributed customer operations team across the US, UK, and India. Reporting at a senior level, the successful candidate will drive service excellence, lead a high-performing team of Team Leads, oversee operational performance, and ensure a seamless customer experience through a follow-the-sun support model. Working closely with colleagues across Customer Experience, Sales, Marketing, and Publishing, you will translate customer and operational insights into business improvements, drive continuous improvement initiatives, and ensure alignment with broader organizational goals.
Responsibilities
- Lead the global strategy, standards, and performance of the College & Corwin Customer Operations function.
- Directly manage Team Leads in the US, UK, and India, developing leadership capability and fostering a consistent, high-performing culture.
- Oversee customer service delivery, operational metrics, service levels, and customer satisfaction across all regions.
- Partner with cross-functional teams to improve processes, implement guidelines, and enhance the customer experience.
- Use data, customer feedback, and operational insights to find opportunities and drive continuous improvement.
- Ensure effective collaboration across global teams within a follow-the-sun operating model.
- Communicate performance trends, risks, and recommendations to senior leadership.
- Build strong relationships with key collaborators across Sales, Marketing, Publishing, and Customer Experience.
Requirements
Significant leadership experience in customer operations, customer service, or a related function.
Experience leading geographically distributed teams and developing people leaders.
A proven ability to translate strategy into operational results.
Strong analytical and performance management skills, with experience using metrics to drive improvement.
A visible, hands-on leadership style and passion for customer experience.
Excellent communication, collaborator management, and influencing skills.
Strong collaboration skills and experience working across functions and regions.
A continuous improvement approach, with a track record of delivering meaningful change.
Proficiency with Microsoft Office, CRM platforms, customer systems, and reporting tools.
Experience in education, publishing, professional services, or a related industry is preferred.
Qualifications
Master's degree in Business Administration, Management, or a related field.
Minimum of 8 years of relevant experience in customer operations, customer service, or a related function.
Proven leadership experience in managing geographically distributed teams and developing people leaders.
Experience translating strategy into operational results and driving continuous improvement.
Strong analytical and performance management skills, with experience using metrics to drive improvement.
A visible, hands-on leadership style and passion for customer experience.
Excellent communication, collaborator management, and influencing skills.
Strong collaboration skills and experience working across functions and regions.
A continuous improvement approach, with a track record of delivering meaningful change.
Proficiency with Microsoft Office, CRM platforms, customer systems, and reporting tools.
Experience in education, publishing, professional services, or a related industry is preferred.
Skills
Strategic thinking and execution.
Customer service and relationship management.
Team leadership and development.
Operational excellence and process improvement.
Data analysis and reporting.
Collaboration and cross-functional teamwork.
Continuous improvement mindset.
Benefits
Sage is committed to being an inclusive employer where all individuals are treated with fairness and respect. Sage is proud to be an equal opportunity workplace and is an affirmative action employer.
Your recruiter can share more about the specific salary range and additional aspects of the compensation/benefits package for this position during the hiring process.
In addition to compensation, Sage offers a highly competitive and comprehensive PPO medical, dental, and vision care benefits package with Sage covering most of the premium costs.
Unique program benefits that support a healthy life, a company-sponsored anniversary trip every 5 years, a 401(k)-matching program of 100% up to 5% of pay, and other significant meaningful benefits.
In alignment with our value for education, Sage offers financial support for bachelor's and graduate-level degree programs as well as learning for personal interest.
Sage offers freedom and autonomy in your day-to-day with hybrid or remote work, depending on the role.