Note: The job is a remote job and is open to candidates in USA. Sage is an education publishing company supporting educators, institutions, and learning communities through content, professional learning, conferences, and consulting services. The Senior Manager, Customer Operations will lead the global College & Corwin customer operations function, manage distributed teams, oversee service performance, and drive customer experience and continuous improvement initiatives.
Responsibilities
- Lead the global strategy, standards, and performance of the College & Corwin Customer Operations function
- Directly manage Team Leads in the US, UK, and India, developing leadership capability and fostering a consistent, high-performing culture
- Oversee customer service delivery, operational metrics, service levels, and customer satisfaction across all regions
- Partner with cross-functional teams to improve processes, implement guidelines, and enhance the customer experience
- Use data, customer feedback, and operational insights to find opportunities and drive continuous improvement
- Ensure effective collaboration across global teams within a follow-the-sun operating model
- Communicate performance trends, risks, and recommendations to senior leadership
- Build strong relationships with key collaborators across Sales, Marketing, Publishing, and Customer Experience
Skills
- Significant leadership experience in customer operations, customer service, or a related function
- Experience leading geographically distributed teams and developing people leaders
- A proven ability to translate strategy into operational results
- Strong analytical and performance management skills, with experience using metrics to drive improvement
- A visible, hands-on leadership style and passion for customer experience
- Excellent communication, collaborator management, and influencing skills
- Strong collaboration skills and experience working across functions and regions
- A continuous improvement approach, with a track record of delivering meaningful change
- Proficiency with Microsoft Office, CRM platforms, customer systems, and reporting tools
- Experience in education, publishing, professional services, or a related industry is preferred
Benefits
- Highly competitive and comprehensive PPO medical, dental, and vision care benefits package, with Sage covering most of the premium costs
- Unique program benefits that support a healthy life
- A company-sponsored anniversary trip every 5 years
- 401(k)-matching program of 100% up to 5% of pay
- Financial support for bachelor's and graduate-level degree programs
- Learning for personal interest
- Hybrid or remote work, depending on the role
Company Overview
Company H1B Sponsorship