Operations Manager- L3 (Retention Team)

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

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  Own end-to-end retention-related financial operations, including payment follow-ups, resolution of payment issues, and account reconciliation

  
  


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  Proactively engage with customers facing payment challenges to ensure timely resolution and continued association

  
  


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  Work closely with sales, support, and operations teams to reduce drop-offs due to financial or process-related issues

  
  


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  Track and analyze payment trends, drop-offs, and churn reasons, and share insights for improvement

  
  


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  Manage communication related to EMI failures, refunds, refunds processing, and payment escalations

  
  


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  Ensure accurate documentation and compliance with internal finance processes

  
  


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  Maintain clear records and MIS reports on collections, recoveries, and retention metrics

  
  


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  Act as a bridge between customers and internal stakeholders to ensure smooth resolution and high satisfaction

  
  

Key Skills & Competencies

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  Payment platform experience: Stripe, Razorpay, PayU, PayPal, Google Pay; subscription billing tools such as Chargebee, Zuora, Recurly

  
  


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  Collections & dunning management: experience designing retry logic, automated dunning, EMI failure handling and reconciliation workflows

  
  


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  CRM & support tools: Salesforce, Zendesk, Freshdesk, Intercom; experience using these for payment follow-ups and case management

  
  


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  Analytics & reporting: Advanced Excel, Google Sheets, SQL, Looker/BigQuery, Tableau or Power BI for churn analysis, MRR/ARR tracking, LTV and ARPU calculations

  
  


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  Reconciliation & accounting tools: QuickBooks, Xero, Tally or internal ERP reconciliation experience

  
  


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  Customer engagement & communication: strong negotiation and empathetic conversation skills across phone, email, SMS and WhatsApp; experience reducing churn through targeted outreach

  
  


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  Familiarity with regulatory and security considerations (PCI-DSS), basic scripting/automation (Python, Zapier) and fraud prevention tools (Sift, Riskified) is advantageous

  
  


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  Metrics-driven mindset: comfortable setting and tracking KPIs such as churn rate, payment success rate, recovery rate, NPS, and retention cohorts

  
  

Preferred Qualifications

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  Experience in edtech, fintech, subscription businesses, or service-based organizations with demonstrable impact on retention or collections

  
  


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  Prior experience in collections, retention, finance ops, or customer success, ideally using tools like Chargebee/Zuora, Stripe, Razorpay, and CRM platforms (Salesforce, Zendesk)

  
  


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  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

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  Attractive performance-based incentives with uncapped earning potential.

  
  


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  Opportunity to work with one of India's fastest-growing EdTech organizations.

  
  


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  Collaborative, learning-driven, and high-performance work culture.

  
  


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  Structured career progression with internal growth opportunities.

  
  


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  Continuous learning, mentorship, and professional development.