Operations Manager - L3

About the role

Operations Manager - L3 at Masai School. Own day-to-day on-site operations for assigned cohorts/programs: monitor SLAs, resolve exceptions, and ensure timely delivery of learner services.

What you'll do

• Own day-to-day on-site operations for assigned cohorts/programs: monitor SLAs, resolve exceptions, and ensure timely delivery of learner services
• Define, measure, and drive KPIs (attendance, completion, placement pipeline metrics); create weekly/monthly dashboards and take corrective actions
• Lead and coach a small operations team — set priorities, distribute work, and sustain a high-quality, scalable service model
• Partner with cross-functional teams (Academics, Placement, Sales, Finance) to implement process improvements and enable smooth handoffs
• Manage vendor relationships and third-party services; negotiate scope, SLAs, and ensure compliance with agreements

What you need

• 1–3 yrs of experience
• SOP writing
• Vendor management
• Root cause analysis
• Any graduate

Good to have

• Excel
• SQL
• Reporting
• Process improvement