Senior Operations and Compliance Manager
$4,800,000–$4,800,000 year
RemoteUnited States
Job Summary
Provide strategic, unified leadership across Finance, Client Support, Desk Operations, and Session Monitoring to enforce strict Service Level Agreements guaranteeing 90% service tier compliance and a 95% live session success rate. Direct the internal Session Monitoring & Compliance Audit Structure to optimize platform metrics, conducting daily and monthly compliance audits of customer service chats across Zoho Desk and WhatsApp. Lead the transition to flexible, data-driven hybrid scheduling models using predictive analytics while optimizing peak staffing coverage to maintain risk-free monitor-to-session ratios. Serve as the primary escalation point for critical system alerts and high-tier disputes, designing automated dashboards and KPI structures to distribute weekly trend logs and monthly insight reports.
Required Qualifications
- Bachelor's degree in Business Administration, Operations Management, Finance, or a related field
- Minimum 3+ years of progressive leadership experience managing complex operations or compliance teams
- Proven track record within blue-chip companies, global customer support hubs, or digital-first EdTech environments
- Demonstrated mastery in managing fully remote, distributed teams across multiple global time zones
- Extensive experience designing, running, and analyzing compliance scoring rubrics, audit matrices, and automated data dashboards
- Advanced operational fluency across the complete Zoho One suite (Zoho Desk, Sign, Cliq, Social)
- Flawless verbal and written business communication skills
- Expertise in virtual learning platform architectures (e.g., MeritHub) and Google Workspace
- Ability to maintain executive standby readiness for emergency interventions
- Exceptional mentorship capabilities focused on psychological safety and radical accountability
Desired Qualifications
- Master's or MBA
- Professional certifications in Operations, Compliance, or Risk Management
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