Operations Manager- L3 (Retention Team)

Job description

**Location:** HSR Layout, Bengaluru **Working Days:** Monday to Saturday **Role Overview** We are looking for a detail-oriented and proactive **Retention Student Operations** professional to manage and drive learner/customer retention through strong financial operations, payment management, and issue resolution. **Key Responsibilities** - Own end-to-end **retention-related financial operations** , including payment follow-ups, resolution of payment issues, and account reconciliation - Proactively engage with customers facing payment challenges to ensure timely resolution and continued association - Work closely with **sales, support, and operations teams** to reduce drop-offs due to financial or process-related issues - Track and analyze **payment trends, drop-offs, and churn reasons** , and share insights for improvement - Manage communication related to **EMI failures, refunds, refunds processing, and payment escalations** - Ensure accurate documentation and compliance with internal finance processes - Maintain clear records and MIS reports on collections, recoveries, and retention metrics - Act as a bridge between customers and internal stakeholders to ensure smooth resolution and high satisfaction **Key Skills & Competencies** - Payment platform experience: Stripe, Razorpay, PayU, PayPal, Google Pay; subscription billing tools such as Chargebee, Zuora, Recurly - Collections & dunning management: experience designing retry logic, automated dunning, EMI failure handling and reconciliation workflows - CRM & support tools: Salesforce, Zendesk, Freshdesk, Intercom; experience using these for payment follow-ups and case management - Analytics & reporting: Advanced Excel, Google Sheets, SQL, Looker/BigQuery, Tableau or Power BI for churn analysis, MRR/ARR tracking, LTV and ARPU calculations - Reconciliation & accounting tools: QuickBooks, Xero, Tally or internal ERP reconciliation experience - Customer engagement & communication: strong negotiation and empathetic conversation skills across phone, email, SMS and WhatsApp; experience reducing churn through targeted outreach - Familiarity with regulatory and security considerations (PCI-DSS), basic scripting/automation (Python, Zapier) and fraud prevention tools (Sift, Riskified) is advantageous - Metrics-driven mindset: comfortable setting and tracking KPIs such as churn rate, payment success rate, recovery rate, NPS, and retention cohorts **Preferred Qualifications** - Experience in **edtech, fintech, subscription businesses, or service-based organizations** with demonstrable impact on retention or collections - Prior experience in **collections, retention, finance ops, or customer success** , ideally using tools like Chargebee/Zuora, Stripe, Razorpay, and CRM platforms (Salesforce, Zendesk) - Hands-on familiarity with analytics and BI tools (SQL, Excel, Looker, Tableau/Power BI, BigQuery) and reconciliation or accounting tools (QuickBooks, Xero) **What We Offer** - Attractive performance-based incentives with uncapped earning potential. - Opportunity to work with one of Indias fastest-growing EdTech organizations. - Collaborative, learning-driven, and high-performance work culture. - Structured career progression with internal growth opportunities. - Continuous learning, mentorship, and professional development. Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.