President – Operations & Customer Success

About the job

Role Title: President – Operations & Customer Success Reporting to: CEO Location: Coimbatore (Preferred) Travel: Occasional | Pan-India Operations Role Overview We are looking for a strong, process-oriented operations leader to own and scale end-to-end delivery, customer success, and operational excellence across FACE Prep. This role is responsible for ensuring that student learning outcomes, institutional satisfaction, and cost efficiency scale together. The incumbent will manage Academic, Product, and Customer Success teams and work closely with the Sales, to deliver world-class execution. The role reports directly to the CEO and manages a large, distributed team of ~1,000 people. Key Responsibilities Operations Leadership & Scale • Own end-to-end operations across: • Academic delivery • Program execution • Faculty / trainer operations • Institutional onboarding and support • Build scalable operating models to support rapid growth across India • Drive consistency, quality, and reliability across all programs Student Learning Outcomes & Customer Success • Own student learning progress, completion, and outcomes • Ensure high levels of college and university satisfaction • Build strong customer success frameworks for long-term institutional partnerships • Track and improve key metrics: learning outcomes, retention, feedback, renewals Process Excellence & Systems • Design and implement robust processes, SOPs, and governance mechanisms • Drive automation, standardization, and operational discipline • Ensure data-driven decision-making across operations • Continuously improve efficiency without compromising learning quality Cost Optimization & Unit Economics • Own operational budgets and cost structures • Drive cost optimization and margin improvement at scale • Balance growth, quality, and profitability • Improve unit economics across programs and delivery models Cross-Functional Collaboration • Work closely with Sales to: • Co-create scalable, sellable products • Enable smooth institutional onboarding and execution • Partner with Product & Academic teams to improve curriculum delivery and experience • Act as the execution backbone for new offerings and partnerships People & Leadership • Lead and develop large, multi-layered teams across geographies • Build strong second-line leaders and succession plans • Drive a culture of ownership, accountability, and continuous improvement Candidate Profile Experience & Education • 10+ years of experience in operations leadership • Proven experience running large-scale operations in: • Education / EdTech • Higher education • Skill development / coaching / training • Adjacent services-led organizations • Experience managing large teams (500–1,000+) • Strong academic background: • B.Tech / B.E. preferred • MBA preferred (both strongly preferred) Skills & Mindset • Highly process-driven with strong execution rigor • Data-oriented and metrics-driven • Strong people leader with the ability to scale teams • Comfortable operating in fast-growing, high-ambiguity environments • Strong business acumen with customer-first thinking • Ability to balance speed, quality, and cost Why This Role Matters • Own the execution engine of a category-defining education company • Direct impact on millions of students and thousands of institutions • Work closely with the CEO and leadership team • Build operations that will define FACE Prep’s next decade of growth Compensation • Competitive Fixed + Variable compensation • ESOPs for long-term wealth creation • Compensation aligned with scale, impact, and leadership responsibility

Requirements

• Operations Leadership
• Customer Success
• Process Excellence
• Cross-Functional Collaboration
• Team Leadership

Qualifications

• B.Tech / B.E. (preferred)
• MBA (preferred)

Preferred Technologies

• Operations Leadership
• Customer Success
• Process Excellence
• Cross-Functional Collaboration
• Team Leadership

Benefits

• Competitive Fixed + Variable compensation
• ESOPs for long-term wealth creation

About the company

FACE Prep is India’s leading employability and industry-aligned education company. For over 17 years, we have partnered with higher education institutions to bridge the gap between academia and industry. Worked with 2,000+ colleges and universities across India. Trained 6+ million students. Market leaders in: Employability & placement readiness programs. Industry-aligned, credit-bearing academic papers. Full-scale industry-aligned degree programs with universities. Headquartered in Coimbatore with pan-India delivery. Young, energetic, mission-driven team. Fast-growing organization with operations scaling to 1,000+ employees. FACE Prep operates at the intersection of education, outcomes, and scale — operations excellence is central to our success.