Senior Manager, Customer Operations

About this role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Customer Operations based in the United States.
This is a senior leadership opportunity overseeing global customer operations supporting education-focused products and services.


You will lead a geographically distributed team across the US, UK, and India, ensuring consistent service excellence through a follow-the-sun operating model.


The role combines strategic planning, operational performance management, people leadership, and customer experience optimization.


You’ll use data, customer feedback, and operational insights to identify opportunities and turn them into measurable improvements.


Working across Sales, Marketing, Publishing, and Customer Experience, you’ll influence processes and initiatives that strengthen the customer journey.


You’ll also develop Team Leads and build a culture centered on accountability, collaboration, continuous improvement, and high performance.


This is an ideal role for an experienced customer operations leader who thrives in a global, collaborative, and purpose-driven environment.


Accountabilities

• Lead the global strategy, standards, and performance of the customer operations function, aligning operational priorities with broader organizational objectives.
• Manage and develop Team Leads across the United States, United Kingdom, and India, strengthening leadership capability and fostering a consistent, high-performing culture.
• Oversee customer service delivery, operational metrics, service levels, customer satisfaction, and overall performance across regions.
• Establish clear performance expectations and operating practices while ensuring effective execution within a global follow-the-sun support model.
• Use operational data, customer feedback, performance trends, and business insights to identify opportunities and drive measurable c...