Position: Head of Operations

Location: Bangalore (hybrid)

Reports to: CEO

About Bambinos.live

Bambinos.live is a fast-growing online learning platform serving 8,000+ active students with AI-enabled, interactive English and STEM classes. We combine cutting-edge tech with best-in-class teaching to help kids thrive.

Role Overview

As Head of Operations, you will own our 24/7 support and delivery engine. You will design and optimize backend workflows, lead a team of 20–25 across support, scheduling, and quality assurance, and build systems that keep parents, students, and teachers delighted. If you are a builder at heart with a track record of scaling operations in fast-paced environments, we want to hear from you.

Key Responsibilities

•⁠ ⁠End-to-end operations: build and run our round-the-clock support and class-delivery functions, ensuring on-time sessions and rapid ticket resolution

•⁠ ⁠Ticket and incident management: implement best-in-class ticketing tools (Zendesk, Freshdesk, etc.), define SLAs, and drive continuous improvement in response times and customer satisfaction

•⁠ ⁠Workflow design: map current processes, identify bottlenecks, and architect streamlined backend flows for scheduling, teacher allocation, quality checks, and reporting

•⁠ ⁠Team leadership: hire, mentor, and manage a team of 20–25 operations specialists, including support agents, schedulers, QA testers, and data analysts

•⁠ ⁠Data and metrics: define KPIs (for example, CSAT, first-response time, fill rates), build real-time dashboards, and use data to drive decisions

•⁠ ⁠Cross-functional partnering: work closely with Product, Engineering, and Sales to ensure operational feasibility of new features, smooth roll-outs, and top-tier experience

•⁠ ⁠Quality and compliance: maintain high standards around class quality, teacher training protocols, and data privacy/security

Qualifications

•⁠ ⁠Seven or more years of experience in operations, preferably in edtech, SaaS, or customer-focused services

•⁠ ⁠Proven track record scaling 24/7 support and delivery teams of 15–30 people

•⁠ ⁠Strong process design skills, comfortable mapping, documenting, and automating workflows end-to-end

•⁠ ⁠Hands-on experience with ticketing systems and workflow tools such as Zendesk, Jira, or Salesforce

•⁠ ⁠Data-driven mindset: expert in defining metrics, building dashboards, and using insights to iterate quickly

•⁠ ⁠Exceptional people manager and mentor, skilled at hiring, developing, and retaining high-performing teams

•⁠ ⁠Excellent communication skills, able to translate between technical and non-technical stakeholders

•⁠ ⁠Bachelor’s degree in Business, Engineering, Operations Management, or equivalent; MBA or advanced degree is a plus

Why You’ll Love Working Here

•⁠ ⁠Impact: shape the learning journey of thousands of children across India

•⁠ ⁠Growth: rapid career progression in a high-velocity startup environment

•⁠ ⁠Culture: collaborative, mission-driven team that values curiosity and execution

•⁠ ⁠Perks: flexible hours, hybrid work model, competitive salary, and stock options

Compensation: Upto Fixed 15 lac + Quarterly Incentive upto 3 lac+ Stock. For right candidate, we are flexible. The role offer tremendous learning opportunity and reports to CEO, who has handled complex operations.