Senior Manager, Customer Operations
About The Position
The Senior Manager, College & Corwin Customer Operations leads Sage's global customer operations function supporting our College and Corwin education publishing businesses. Serving bookstores, school districts, educators, and direct purchasers, the team supports a diverse portfolio of products and services, including books, conferences, and consulting. This role provides strategic and operational leadership for a globally distributed customer operations team across the US, UK, and India. Reporting at a senior level, the successful candidate will drive service excellence, lead a high-performing team of Team Leads, oversee operational performance, and ensure a seamless customer experience through a follow-the-sun support model. Working closely with colleagues across Customer Experience, Sales, Marketing, and Publishing, you will translate customer and operational insights into business improvements, drive continuous improvement initiatives, and ensure alignment with broader organizational goals. About Our Team: Our College and Corwin businesses support educators, institutions, and learning communities through innovative content, professional learning, conferences, and consulting services. The Customer Operations team is at the heart of that mission, delivering exceptional support to customers around the globe. Operating across the United States, United Kingdom, and India, we are a collaborative, customer-focused team committed to service excellence, continuous improvement, and creating positive customer experiences at every interaction.
Requirements
- 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.
Nice To Haves
- Experience in education, publishing, professional services, or a related industry is preferred.
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.
Benefits
- PPO medical, dental, and vision care benefits package with Sage covering most of the premium costs.
- 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.
- Financial support for learning for personal interest.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
