Website:
smartmoves.co.in
Job details:
| Operations Manager – Job Description Page 1 of 2
Job Description: Operations Manager
FUNCTION
Delivery & Operations
REPORTS TO
Head – Learning Experience
EXPERIENCE
8–15 years (ideally 10–12)
LOCATION
Bangalore / Hybrid
ABOUT
is a global, award-winning leadership development consultancy. India accounts for around 60% of our
business, and we operate with offices in Australia, Singapore and the US, partnering with organisations across BFSI, GCCs,
technology, manufacturing, retail, media and aviation. We work at the most senior levels of our client organisations – CHROs,
CLOs, Heads of HR and L&D – and with their teams. Our mission is to help leaders and organisations become more human and
more conscious, and we hold ourselves to that same standard in how we work with each other.
ROLE PURPOSE
We are in a phase of hypergrowth. The Operations Manager will own the end-to-end delivery of a client project – from sales
handover to closure – so that every client and learner enjoys flawless execution and a "wow" experience at every touchpoint. The
role sits in the Delivery & Operations team and works closely with Sales, Design & Solutioning, Content, facilitators and client
stakeholders.
KEY RESPONSIBILITIES
1. Project Onboarding & Planning
▪ Take over projects from the Sales team through a structured handover; clarify scope, commercials, success measures and
client expectations before kick-off.
▪ Build detailed project plans with milestones, owners, dependencies and risks, in line with delivery SOPs.
▪ Lead client onboarding, project kick-offs and alignment calls to agree timelines, participant journeys, pre-work and post-work.
2. Programme Delivery & Project Management
▪ Manage 5–10 concurrent, multi-stakeholder programmes across India and global geographies – in-person, virtual and
blended.
▪ Orchestrate scheduling and logistics: align facilitator calendars with client dates, and manage venues, travel, materials and
time zones.
▪ Track milestones, quality and budgets to ensure on-time, high-quality delivery and a clean closure (feedback, reports,
documentation).
▪ Lead weekly cadence calls with clients for long-term projects to keep project milestones on track.
▪ Coordinate seamlessly across internal teams, external facilitators (Indian and global) and client stakeholders.
3. Learning Platforms (LMS / LXP)
▪ Set up programmes on LMS/LXP platforms: create courses, upload content, and configure pre-work, post-work, assessments
and nudges.
▪ Ensure platforms go live on time and in line with the agreed learning journey; monitor engagement and completion data and
act on it.
4. Client Experience & Account Management
▪ Serve as the primary point of contact for clients throughout the lifecycle; build consultative, trusted relationships with CHROs,
CLOs, L&D heads, business sponsors and their teams.
▪ Design and run client and participant communication plans – launch mailers, invites, reminders and programme updates.
▪ Run review meetings, weekly cadence calls, feedback loops and post-programme debriefs; manage expectations proactively.
▪ Farm existing accounts: spot upsell and cross-sell opportunities, partner with Sales.
5. Escalations & Risk Management
▪ Identify red flags early – delivery, quality, commercial or relationship – and raise them per the escalation SOP.
▪ Handle escalations with composure, negotiating solutions that protect both the client relationship and interests.
6. Facilitator & Vendor Management
▪ Identify, onboard, brief and manage internal and external facilitators (Indian and global); ensure alignment with programme
objectives, design intent and client culture.
▪ Champion facilitator experience and satisfaction; gather facilitator feedback and act on it.
▪ Manage vendor contracts, deliverables and quality standards.
▪ Manage, launch and organize third-party vendor materials, assessments, simulations.
| Operations Manager – Job Description Page 2 of 2
7. Process, Team & Growth
▪ Strengthen and evolve delivery SOPs, templates and tools as the business scales.
▪ Collaborate generously with the internal team, modelling the same human-centric behaviour inside as with
clients.
▪ Continuously upskill in project management, learning technology, client consulting and AI-enabled productivity.
WHAT WE ARE LOOKING FOR
Must-haves
▪ 8–15 years of experience (ideally 10–12), with substantial time in programme, project or operations management in
leadership development, L&D consulting, corporate training or HR/professional services.
▪ Proven track record of running 5–10 concurrent projects, including global, multi-geography programmes across time zones.
▪ Client-facing experience engaging and influencing senior stakeholders (CXO, HR and L&D leadership).
▪ Hands-on experience setting up and administering LMS/LXP platforms (course creation, user management, reporting).
▪ Strong project management discipline, with excellent written and spoken English.
Good to have
▪ Experience of managing pool of freelance facilitators and coaches; or working with clients in Australia, Singapore, the US or
Europe.
▪ A PM certification (PMP, PRINCE2, Agile); fluency with PM tools, Excel/Google Sheets and AI productivity tools; a postgraduate
degree in HR or Management.
COMPETENCIES THAT MATTER
Stakeholder management & influencing
Earns trust with mid-senior level clients and
holds a point of view
Negotiation
Finds solutions that protect both the client
relationship and
Communication
Crisp, warm and precise – in writing, on calls
and in the room
Bias for action & ownership
Moves fast, closes loops and owns outcomes
end to end
Agility and organized in hypergrowth
Stays composed, organized and effective
amid change, pace and ambiguity
Customer- & human-centricity
Creates "wow" moments for clients,
facilitators and teammates alike
HOW SUCCESS IS MEASURED FOR THIS ROLE
▪ Programmes launched and delivered on time, to scope and to SOP – with no surprises for the client.
▪ High client and participant satisfaction scores, and strong facilitator satisfaction.
▪ Repeat business and growth from assigned accounts against the revenue target.
▪ Risks surfaced early, escalations resolved well, and delivery processes that get sharper every quarter.
WHY JOIN US
Work with senior leaders of leading global organisations, at a pace that rewards ownership and initiative, in a team that takes
being more human and more conscious seriously – with each other as much as with our clients. Come and co-create a more
“human and conscious” space for leaders in the age of AI.
Click on Apply to know more.
