Senior Manager, Customer Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Customer Operations based in the United States. This is a senior leadership opportunity overseeing global customer operations supporting education-focused products and services. You will lead a geographically distributed team across the US, UK, and India, ensuring consistent service excellence through a follow-the-sun operating model. The role combines strategic planning, operational performance management, people leadership, and customer experience optimization. You’ll use data, customer feedback, and operational insights to identify opportunities and turn them into measurable improvements. Working across Sales, Marketing, Publishing, and Customer Experience, you’ll influence processes and initiatives that strengthen the customer journey. You’ll also develop Team Leads and build a culture centered on accountability, collaboration, continuous improvement, and high performance. This is an ideal role for an experienced customer operations leader who thrives in a global, collaborative, and purpose-driven environment. Lead the global strategy, standards, and performance of the customer operations function, aligning operational priorities with broader organizational objectives. Manage and develop Team Leads across the United States, United Kingdom, and India , strengthening leadership capability and fostering a consistent, high-performing culture. Oversee customer service delivery, operational metrics, service levels, customer satisfaction, and overall performance across regions. Establish clear performance expectations and operating practices while ensuring effective execution within a global follow-the-sun support model. Use operational data, customer feedback, performance trends, and business insights to identify opportunities and drive measurable continuous improvement. Partner with Customer Experience, Sales, Marketing, Publishing, and other functions to improve processes, implement operational guidelines, and enhance the end-to-end customer experience. Identify operational risks, challenges, and opportunities and communicate performance trends, recommendations, and business priorities clearly to senior leadership. Build and maintain strong relationships with key internal stakeholders, encouraging collaboration and alignment across functions and geographic regions. Translate strategic objectives into actionable operational plans and measurable outcomes. Champion a visible, hands-on leadership approach that promotes accountability, employee development, service excellence, and customer-centric decision-making. Support the ongoing evolution of processes, systems, and ways of working to improve efficiency, consistency, and customer satisfaction. Requirements: Significant leadership experience in customer operations, customer service, customer experience, or a closely related operational function . Proven experience managing geographically distributed teams and developing Team Leads, managers, or other people leaders . Demonstrated ability to translate business strategy into effective operational plans, measurable results, and sustainable improvements. Strong analytical and performance-management capabilities, with experience using KPIs, service metrics, customer satisfaction data, and operational reporting to drive decisions. Visible, hands-on leadership style with a genuine passion for delivering excellent customer experiences. Excellent communication, stakeholder management, collaboration, influencing, and relationship-building skills. Experience working effectively across multiple functions, regions, and organizational levels. Demonstrated track record of leading continuous improvement initiatives and delivering meaningful operational change. Proficiency with Microsoft Office, CRM platforms, customer service systems, reporting tools, and operational technologies . Ability to operate