Assistant Manager, Operations

What You Will Do

• Manage and mentor a team of Customer Success Associates to consistently deliver a high-quality learner experience.
• Set clear expectations, monitor individual and team performance, and drive achievement of Customer Success KPIs.
• Conduct regular 1:1s, performance reviews, coaching sessions, and feedback conversations with team members.
• Monitor learner engagement, retention, completion, dropout, and deferral trends across cohorts and proactively address risks.
• Review team portfolios and ensure Associates are taking timely and effective action on at-risk learners.
• Handle complex learner concerns and escalations, ensuring issues are resolved with appropriate urgency and ownership.
• Support the team in difficult retention conversations, service recovery situations, and high-priority learner cases.
• Ensure consistent execution of onboarding, learner engagement, follow-ups, retention, and support processes across the team.
• Work closely with Operations, Mentors, Career Coaches, Support, and other stakeholders to resolve learner issues and improve the overall experience.
• Review learner feedback and identify recurring issues, trends, and opportunities for process or product improvement.
• Own team-level dashboards, trackers, reports, and performance reviews using Google Sheets, Microsoft Excel, CRM tools, and other relevant systems.
• Analyze team and learner data to identify gaps, improve productivity, and drive better customer outcomes.
• Conduct regular quality checks on calls, emails, chats, and learner interactions to ensure communication standards are consistently maintained.
• Identify training and development needs within the team and work with leadership to close performance gaps.
• Drive process improvements and ensure the team adopts new processes, tools, and best practices effectively.
• Partner with leadership on capacity planning, workload distribution, cohort allocation, and operational priorities.
• Ensure accurate and timely CRM updates, documentation, reporting, and follow-up across the team.