ExcelR - Senior Operations Manager

Senior Operations Manager - Classroom & Branch Operations

Company : ExcelR Edtech Pvt Ltd

Work Location : Pune (multi-branch; on-site, frequent intra-city travel)

Experience : 15+ years (multi-site operations)

Languages : English & Marathi - Mandatory

Employment Type : Full-time, Permanent

Industry : EdTech / Education & Training

Department : Operations

Role Category : Center / Branch Operations & Facilities

Role 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 responsibilities :

• Lead 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) :

Preferred candidate profile :

(ref : iimjobs.com)