Manager, Service Operations

At Curriculum Associates, we believe in the potential of every child and are changing the face of education technology with award-winning learning programs like i-Ready that serve a third of the nation's K–8 students. For more than 50 years, our commitment to making classrooms better places, serving educators, and supporting accessible learning experiences for all students has driven the continuous improvement of our innovative programs. Our team of more than 2,500 employees is composed of lifelong learners who stand behind this mission, working tirelessly to serve the educational community with world-class programs and support every day.

Job Title : Service Manager

Reporting into – Director Service Operations

Location – Bangalore India (Office – Prestige Tech Park, Outer Ring Road, Bangalore)

Key Responsibilities :

• Develop and implement strategic plans for anyone / multiple of the services functions - Professional Learning, Customer support, and Partner success and align with respective Services leadership team.
• Lead, mentor, and manage a team of any one or multiple services functions from Professional Learning, Partner Success and Customer Service in India
• Manage team productivity and performance through instilling a metrics driven culture.
• Define team and individual goals in alignment with Global Service objectives. Assist direct reports in the definition and attainment of individual goals.
• Have regular 1-1's with direct reports.
• Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
• Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team.
• Conduct weekly / monthly reviews with Service leadership and present qualitative and quantitative data on business performance.
• Conduct quarterly reviews with leadership.
• Develop and maintain strong relationships with key partners to enhance collaboration and business opportunities.
• Optimize resource allocation and project management processes to maximize productivity and profitability.
• Ensure compliance with industry standards, regulations, and company policies.
• Gathering customer feedback and communicating product / services improvement suggestions to the Development / Delivery teams.

Key Leadership attributes for this role

Qualifications and Skills :

Preferred Qualifications :

Work Environment :

Skills Required

Salesforce, Workday, Domo, contact centre