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| Job Location | Gurugram |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Education / Training |
| Functional Area | SBU Head / CEO / Director |
| EmploymentType | Full-time |
The Vice President Customer Operations is a person who is obsessed with delivering a wow experience to all our customers across the globe through a product first approach. The role is a great fit for those who are deep problem solvers and can understand customer pain points. You need to use first principles thinking and work closely with the product team to come up with customer centric solutions. You would also be the evangelist of a customer focused / customer obsession centered culture in the entire organization and of course, in the customer operations team. Your responsibilities include :1) Customer Onboarding :- Create a tech-enabled and a smooth customer onboarding process- Design and deploy tech and manual based feedback collection for initial enrolment phase- Drive tech-based customer onboarding processes for sales team to ensure genuine promise 2) Customer Engagement :- Implement the student progress report across thousands of students across the globe - Ensure regular and timely class progress updates on the PlanetSpark skills framework- Drive customer engagement on parent dashboard - Devise tech-based interventions to keep parents engaged on the product- Deliver 60%+ Customer NPS3) Customer Retention & Renewals- Drive 97.5%+ customer retention on the platform post purchase- Achieve 60%+ Renewal rate through several interventionsYour KPIs :Customer NPS : 60%+Refund Rate : Renewal Rate : >60%What are We Looking For - Must have 10+ years of experience in product operations or business operations in a fast-growing consumer internet startup known for a very strong customer focus- Strong pedigree from Tier-1 institutes such as IIMs / IITs/ ISB/ XLRI would be an added plus - Very strong customer obsession and focus on delivering a wow experience is a must have- A strong mindset and proven experience in coming up with product-based solutions to customer problems- Proven ability to lead large teams and build a culture of customer - Prior experience in education or a deep interest in education would be a huge added advantage- Living in or Relocatable to Gurgaon What are the behavioral attributes that we are looking for - A keen desire to build products for a fast-growing Series B funded startup- An apparent Founders mindset i.e. A mindset where the person can own up the learning experience and shape it independently like a Founder,
Keyskills :
ltdproject managementconsumer internetdeliverycreative writingautomationcost controlcustomer centricpublic speakingcustomer focuscustomer retentionstandup comedy