Director, Service Support (Hybrid)

Job Title

Director, Service Support (Hybrid)

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best in class educational experience and make Kaplan a great place to work.

Our offices in India opened in Bengaluru in 2018. Since then, our team has fueled growth and innovation across the organization, impacting students worldwide. We are eager to grow and expand with skilled professionals like you who use their talent to build solutions, enable effective learning, and improve students’ lives.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

The Director, Service Support will be a part of the Kaplan India leadership team, responsible for overseeing and supporting the functional business teams based in India. The role involves and expects excellent stakeholder management, innovative business and people solutioning, driving process improvement, enhancing efficiency, and relationship building with all stakeholders. You will play a pivotal role in driving business growth, fostering collaboration, and ensuring operational excellence within the organization's India operations. The Director should be an experienced leader with great stakeholder management and relationship building skills, strategic thinking, and the ability to manage multiple priorities in a dynamic environment.

Primary Responsibilities

• Oversee the extended teams of multiple business functions in India in line with the Kaplan India working model.
• Lead the local India Managers of the above teams to support and ensure their teams are performing their best.
• Develop and maintain strong relationships with all functional stakeholders , ensuring their needs are met and expectations exceeded.
• Collaborate with respective Functional managers and leaders of the each business team to to deliver solutions that align with their business and people objectives
• Act as the primary point of contact for resolving India related issues and escalations.
• Cultivate and manage relationships with internal stakeholders, including cross-functional teams and senior management.
• Analyze operational metrics and performance indicators to identify areas for improvement and implement strategies to enhance productivity, resource utilization, and workflow efficiency.
• Create and maintain Kaplan culture and work towards one KNA
• Create and maintain metrics as appropriate
• Support the leadership in local operations related tasks
• Hybrid Schedule: 3 days remote / 2 days in office
• 30-day notification period preferred
  
  

Minimum Qualifications

• Bachelor’s Degree
• 15+ years of experience as a leader in either program management, account management or service delivery preferably in technology organizations
• Experience in managing internal and external stakeholder relationships is mandatory
• Must be solutions oriented, highly organized, and demonstrate the ability to handle numerous details.
• Must exhibit professional and courteous communication.
• Able to thrive in a fast-paced work environment
• Applicants must be comfortable working remotely with US-based colleagues and across time zones.
• Excellent communication, negotiation, and interpersonal skills.
• Strategic thinker with a track record of driving results and delivering value to stakeholders.
• Demonstrated ability to build and maintain relationships with stakeholders.
  
  

Location

Bangalore, KA, India

Additional Locations

Employee Type

Employee

Job Functional Area

Operations

Business Unit

00092 Kaplan Health

At Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards. All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible. And we have a comprehensive benefits package, learn more about our benefits here.

Diversity & Inclusion Statement

Kaplan is an Equal Opportunity Employer. Our employees’ diverse range of perspectives, ideas, and backgrounds give Kaplan a competitive edge in anticipating and surpassing the needs of our students in today's global marketplace. We are dedicated to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We strongly believe that diversity strengthens our organization, fuels innovation, and improves our capacity to effectively serve our customers and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.

Kaplan is a drug-free workplace and complies with applicable laws.