Customer Operations Team Manager

About StarRezStarRez is the global leader in student housing software, providing innovative solutions for on and off-campus housing management, resident wellness and experience, and revenue generation. Trusted by 1,400+ clients across 25+ countries, StarRez supports more than 4 million beds annually with its user-friendly, all-in-one platform, delivering seamless experiences for students and administrators. With offices in the United States, Australia, the UK, and India, StarRez blends the robust capabilities of a global organization with the personalized care and service of a trusted partner.The RoleWe are seeking a Customer Operations Team Manager, to support our growing team in Hyderabad. As a Customer Operations Team Manager, you are critical to the success of our customers and the company. It is important to show our customers a professional, well-refined process for implementing and supporting our solutions. This role supports Value Realization for our community to ensure success for the customer and growth of the company.Role SpecificsWork Location: Hyderabad India – Hybrid (four days a week on site) Travel: <10% [The percent of travel is an estimation, and it could vary up or down based on business needs throughout the year.] Reporting Structure: Chief Customer OfficerWhat You Will OwnProvide overall support and leadership of India Office for Customer Operations TeamProvide support for creation of Customer Operations projectsJoin team member calls as needed to provide support and guidanceResponsible for creating new team member trainingResponsible for internal training for Customer Operations Team in India OfficeResponsible for Project Assignment ProcessResponsible for Case Escalation ProcessMeet individually with all Customer Operations Team members in India Office at least once a week to review projects and provide supportEnsure seamless communication between Services, Customer Success, and Support roles in regionProvide customer facing escalation support for Services, Customer Success, and SupportMonitor administrative tasks of the Customer Operations Team to ensure consistency and accuracyProvide monthly reporting to key internal stakeholders on all customers using analytics that provide updates on customer healthRequired QualificationsProficient User of Microsoft Office Suite and support systemsProficient User of Salesforce or comparable CRMExcellent attention to detailAble to maintain a high level of productivity, manage multiple competing priorities, and work effectively under pressure and with time constraints in a fast-paced team-oriented environment.Effective verbal, written, and visual presentation skillsConfident and professional conversation/facilitation skills over phone and videoStrong judgment, issues management, and problem analysis techniquesKnowledge of the customer lifecycle in Software as a Service (SaaS)High degree of integrity and ability to maintain confidentiality and trust around sensitive issues.Strong problem-solving skills, interpersonal skills and ability to develop effective working relationships with the business leaders within the companyConfidence to make decisions that balance the customer needs with the company goalsStrong communication skills and demonstrated ability to communicate complex information clearly and persuasively to create engagement and support across multiple levels within the organizationPreferred QualificationsBS/BA preferred but not required3 to 5 years in-depth experience working with cross-functional teams and departmentsExperience working in/with higher education institutionsEven if you don't have all of the Preferred Qualifications listed above, but feel you have what it takes to succeed in the role, we would love to hear from you! Reasons to join our Team:StarRez is not just a workplace—it's a place to belong, build, and grow. A Culture That Lasts: Many of our team members have been with us for 20+ years—a testament to our people-first philosophy.  Global Impact, Local Ownership: Join a team that spans across Australia, the USA, the UK, and Canada, working on industry-leading solutions, while building the centre up from ground up.  Long-Term Vision: We're not here for short-term gains. We invest in our people for the long haul, creating an environment where you can grow, lead, and thrive.  Innovation with Stability: Backed by Vista Equity Partners, we combine the agility of a scaling SaaS company with the stability of long-term industry leadership.  Z-Factor: We take pride in our culture of passion, care, and high performance. The Z-Factor defines how we support our teams, foster growth, and ensure that everyone at StarRez thrives.  If you are excited about building game-changing products in a high-impact, collaborative environment—StarRez India is the place for you. We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply.Notice to external Recruiters and Recruitment Agencies:StarRez will not accept unsolicited resumes from recruitment agencies, headhunters, or any other third parties for this role through this website or directly to any employee. StarRez and any of our subsidiaries will not pay fees to any third-party agency or company. In addition, we ask that you do not reach out to any employee with regards to this position, or any other positions, now, or in the future.StarRez is an equal opportunity employer.