Associate Director: Customer Experience

Role Overview

We are looking for an experienced Associate Director – Customer Success to lead large-scale customer and operations teams at Unacademy. This role owns the end-to-end learner and educator experience, drives operational excellence, and partners closely with Product, Tech, and Business teams to improve key CX and revenue-impacting metrics.

This is a high-ownership role for someone who has scaled complex, ops-heavy customer success functions in a fast-paced consumer tech environment.

Key Responsibilities

● Own end-to-end Customer Success & Support operations across multiple channels (chat, email, bot, calling)

● Drive core CX metrics including CSAT, NPS, FRT, Resolution TAT, and escalation SLAs

● Lead product and business operations that enable revenue, pricing, offers, and go-to-market execution,

● Build and scale processes, automation, and internal tooling to improve efficiency and quality

● Manage large, cross-functional teams and senior stakeholders across Product, Tech, Finance, Legal, and Business

● Run regular performance reviews and drive continuous improvement across customer-facing and value offerings

What We're Looking For

● 5–7 years of experience in Customer Success, Support, CX, Operations, or Program Management

● Proven experience managing large teams (50+ members) in B2C or marketplace businesses

● Data-driven, execution-focused leader comfortable with ambiguity and scale

● Experience in EdTech, Consumer Internet, or high-growth startups preferred