Customer Operations Enablement Manager

OverviewJoin to apply for the Customer Operations Enablement Manager role at TesThis role is part of the Tes Customer Operations APAC team, responsible for driving operational uplift across people, process, and digital systems.This role will coordinate transformation initiatives, embed a culture of high performance, and ensure operational readiness for scale.
It is both strategic and hands-on, with a mandate to deliver measurable improvements in efficiency, culture, and customer experience.Base pay range$140,000.00/yr - $160,000.00/yrWe power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.Key responsibilitiesChange Leadership – Drive transformation programs (e.g., test and learn pilots, operating model rollout, system integrations) across APAC Ops, ensuring adoption and measurable outcomes.People & Culture Uplift – Partner with functional leaders to embed accountability, Radical Candor feedback practices, and customer-first behaviours.Operational Excellence – Lead process improvement, workflow redesign, and service efficiency initiatives using data-driven methodologies (Lean/Six Sigma mindset).
Digital Transformation – Partner with Product, Technology, and Engineering to align systems and tools (Freshdesk, Salesforce, Jira, etc.) to enable consistent operational delivery.Metrics & Performance – Design and maintain dashboards that track SLA adherence, customer satisfaction, backlog health, and other operational KPIs.Programme & Governance – Establish cadence of cross-functional stand-ups, reviews, and retrospectives to embed rhythm and accountability.What are we looking for?
Proven track record (5+ years) leading transformation and/or operational excellence programsExperience in customer operations, professional services, or technical services functionsStrong background in driving cultural and behavioural change within teamsExposure to digital transformation and SaaS/tech-enabled environmentsComfortable engaging with senior stakeholders, influencing across functionsStrong stakeholder management and influencing skillsAbility to translate strategy into practical action and measurable outcomesChange management principles and frameworks (e.g., Kotter, Prosci)Metrics and dashboards to drive operational decision-makingUnderstanding of SaaS operations, customer support, or technical service environmentsFamiliarity with software debugging, system integration, and configuration managementUnderstanding of support operations, SLA management, and customer satisfaction metricsBeing part of the Tes teamFlexibility and hybrid working environment for work-life balanceExtra week annual leave – that\'s 26 days/year to enjoyPersonal and professional development opportunities with learning allowancesWorking with a friendly and supportive team where our colleagues care as much as we doEnhanced Paid Parental LeaveRetail/local area shopping discounts programState of the art city centre officesEAP (Employee assistance programme)Monthly Tes Social eventsAccess to an extensive Learning and Development menuThis role is based working from our Hawthorne office.
It's a hybrid position - working 3 days from the office and 2 days from home.If you are eager to make a meaningful impact on education and believe you have the enthusiasm and skills to be successful in this role, we invite you to join us at Tes.About the application processIf your application is progressed, our friendly HR team will reach out for an initial phone call, followed by a first and second round interview.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionManagementIndustriesOperations Consulting
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