AGM/ GM - Customer Success & Operations

About TalentGumTalentGum is one of India’s fastest-growing online learning platforms for extracurricular activities for children aged 5–14 years. We offer world-class programs across music, dance, chess, speech, and more—delivered by expert instructors through live online classes.Our vision is to make extracurricular learning accessible, engaging, and outcome-driven for every child globally. As we scale, we are looking for a Head of Customer Success & Operations who will own the entire customer journey and operational engine of the company.Role OverviewThe Head of CS & Operations will lead and scale all parts of Customer Success, Class Operations, Teacher Operations, Quality, and Scheduling at TalentGum. The ideal candidate is both analytical and operational, capable of building systems, solving complex problems, and delivering a delightful experience to thousands of students and parents each week.This is a high-ownership, high-impact role that sits at the heart of the organization's growth engine.Key Responsibilities :1. Customer Success Leadership:• Reduce churn and improve NPS through structured CS processes• Drive customer resolutions, manage escalations, and ensure SLA adherence• Build reporting dashboards for customer satisfaction, renewal probabilities, and issue patterns2. Operations Excellence :• Oversee class scheduling, teacher coordination, and delivery quality across all programs• Build and improve SOPs across CS, Operations, Scheduling, and Quality teams• Reduce operational errors, class misses, and inefficiencies to create seamless learningexperiences• Ensure high adherence to class timelines, teacher performance, and student progress.3. System & Process Design : • Build automation-first operations using CRM, automation tools, scheduling systems, anddashboards• Work with product & tech teams to design scalable systems for CS + Ops• Introduce workflow automation to reduce manual effort and operational dependencies4. Data, Metrics & Number Ownership :• Own operational and business metrics: retention, renewal, utilization, cost per class, teacheravailability, SLA compliance• Build weekly/monthly performance reports for leadership• Use data to identify bottlenecks, optimize cost structures, and increase margins• Implement forecasting models for demand, teacher capacity, class load, and renewal cycles5. Team Building & Leadership :• Lead a multi-tier team across CS, Ops, Quality, and Scheduling• Build a culture of accountability, customer obsession, and data-driven decision-making• Set KPIs, training frameworks, performance structures, and growth paths for team membersWhat You Bring :1. Analytical & Business Acumen :• Strong number-crunching ability with experience in forecasting, dashboards, and metrics• Deep understanding of business levers like LTV, churn, margins, CAC payback, and utilization2. Systems Thinking :• Ability to design processes and systems from scratch• Comfort with automation tools, CRMs, scheduling systems, and integrations3. Customer & Ops Expertise :• 6–12+ years of experience in Customer Success/Operations in consumer-tech or ed-tech• Proven ability to manage large-scale operations and high-volume customer interactions• Experience reducing churn, improving NPS, and scaling CS/Ops teams4. Leadership & Ownership :• Strong leadership presence with the ability to manage diverse teams• High ownership, bias for action, and willingness to work in fast-paced, evolving environments• Excellent communication, clarity, and problem-solving skillsWhy Join TalentGum?• Work with the founder on core business strategy• Lead high-impact teams that directly influence customer experience and growth• Build systems and structures from ground up• Scale a global ed-tech brand shaping the future of extracurricular learning• Fast-paced, entrepreneurial culture with rapid career growth