Operations Lead

Job Description

Company Description

Code Mantra is a global online learning platform designed for kids aged 5 to 18, offering live interactive classes to help them acquire essential 21st-century skills. The platform provides a diverse range of courses including Coding, Math, Financial Literacy, and Entrepreneurship. Code Mantra aims to empower and inspire young learners by equipping them with knowledge and skills for a rapidly evolving world. The platform fosters an engaging and innovative environment for learning and growth.

About the Role:

We are looking for a dynamic Operations Lead with 5–10 years of experience in managing and optimizing operations. The ideal candidate will have strong problem-solving skills, attention to detail, and the ability to drive efficiency while ensuring an excellent learner and teacher experience.

Candidates with experience in process-driven environments such as manufacturing, operations, or service industries will be highly preferred. The role requires strong process optimization and operational excellence using Lean methodologies.

You will own critical operational metrics such as teacher attendance, student engagement, customer satisfaction, and issue resolution, playing a central role in delivering smooth and impactful learning outcomes.

Key Responsibilities:

A) Performance Monitoring & Reporting

• Track and improve Teacher Attendance Rate and Student Attendance Rate to ensure consistent learning delivery.
• Monitor Churn Rate and design proactive interventions to retain students.
• Measure and improve Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
• Develop dashboards and reports to track operational KPIs and identify performance gaps.

B) Operations Management

• Ensure timely Report & Certification Dispatch with zero errors.
• Manage Teacher Change Turnaround efficiently to minimize disruptions in learning.
• Optimize Issue Resolution Time to ensure quick response and closure of operational or customer issues.
• Ensure operational processes are followed and continuously improved.

C) Feedback & Continuous Improvement

• Build and oversee Feedback Collection Coverage across students, teachers, and parents.
• Analyze operational data to identify trends, gaps, and improvement opportunities.
• Drive process improvement initiatives using Lean Six Sigma methodologies to enhance operational efficiency.
• Collaborate with cross-functional teams (Academic, Product, Sales, Customer Success) to improve processes and outcomes.

D) Team Leadership & Collaboration

• Supervise and support the operations team to achieve daily, weekly, and monthly targets.
• Implement SOPs, compliance checks, and standardized processes across operational workflows.
• Act as a bridge between management, teachers, and students to ensure smooth coordination.

Qualifications & Requirements:

• Bachelor’s/Master’s degree in Business Administration, Operations Management, Engineering, or related field.
• 5–10 years of experience in operations, preferably in edtech, education, manufacturing, or service-oriented industries.
• Lean Six Sigma Green Belt or Black Belt certification preferred.
• Strong analytical skills with experience in operational KPIs, process improvement, and performance dashboards.
• Hands-on experience with CRM tools, LMS platforms, or operational reporting systems.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work in a fast-paced, high-growth environment.