Vedantu – CX Head – IIT/NIT/BITS (2-5 yrs)
Responsibilities:
– Setup and run the Post Sales function for Vedantu Early Learning
– Execute complex operations and solve problems persistently and at a lightning speed
– Improve the efficiency of the system by suggesting and executing new solutions
– Responsible for customer experience, handling all escalations
– Coordinate with tech, curriculum and cross-functional teams to resolve customer issues
– Lead a two tier team of 10 TLs and approx. 100+ PRMs to effectively manage and improve day to day operations
Required Skills:
– First principle problem solving, analytical skills, data-driven focused decision making
– Good people management, team building, and program management skills
– Stakeholder Management with business development, transformation, Design and internal operations teams
– Strongly inclined to do high quality and impactful work in a dynamic and unstructured environment
Eligibility Criteria:
– Undergraduate degree from a Tier I college/university in India (IIT, BITS, NIT, etc.)
– Experience of around 2-4 years, should have led a team in the past
– Ability/Willingness to build and execute operational capabilities, processes, and systems
– Good understanding of consumer experience and levers to improve it
– Excellent communications and sound analytical skills