Customer Experience Operations Manager

About TalentGum

TalentGum is one of India’s fastest-growing online learning platforms for extracurricular activities for children aged 5–14 years. We offer world-class programs across music, dance, chess, speech, and more—delivered by expert instructors through live online classes.

Our vision is to make extracurricular learning accessible, engaging, and outcome-driven for every child globally. As we scale, we are looking for a Head of Customer Success & Operations who will own the entire customer journey and operational engine of the company.

Role Overview

The Head of CS & Operations will lead and scale all parts of Customer Success, Class Operations, Teacher Operations, Quality, and Scheduling at TalentGum. The ideal candidate is both analytical and operational , capable of building systems, solving complex problems, and delivering a delightful experience to thousands of students and parents each week.

This is a high-ownership, high-impact role that sits at the heart of the organization's growth engine.

Key Responsibilities :

1. Customer Success Leadership :

• Reduce churn and improve NPS through structured CS processes
• Drive customer resolutions, manage escalations, and ensure SLA adherence
• Build reporting dashboards for customer satisfaction, renewal probabilities, and issue patterns

2. Operations Excellence :

experiences

3. System & Process Design :

dashboards

4. Data, Metrics & Number Ownership :

availability, SLA compliance

5. Team Building & Leadership :

What You Bring :

1. Analytical & Business Acumen :

2. Systems Thinking :

3. Customer & Ops Expertise :

4. Leadership & Ownership :

Why Join TalentGum?