Education Perfect

Business Operations Manager

Education Perfect

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇳🇿 New Zealand

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Job Level

Mid-LevelSenior

About the role

  • Lead EP’s Customer Support function, setting the vision and strategy to deliver a human-first support experience enhanced by technology
  • Drive excellence in customer satisfaction, focusing not only on ticket resolution but also on sentiment, long-term value and proactive service
  • Introduce and optimise AI-enabled tools such as chatbots, automated triage and knowledge base assistants to improve response times and free up your team for higher value interactions
  • Continuously enhance our self-service capabilities, empowering customers to resolve issues independently and efficiently
  • Directly manage and mentor Team Leads, building a culture where people and technology work seamlessly together
  • Regularly gather and analyse customer feedback to inform continuous improvement and influence product development
  • Maintain a comprehensive and transparent inventory of all SaaS applications used across the business
  • Establish governance frameworks for app adoption, licence management, privacy and security
  • Define and track KPIs on software usage, adoption and user sentiment to measure value beyond spend
  • Monitor SaaS usage to identify overlaps, eliminate redundancies and drive cost-effectiveness through consolidation or renegotiation
  • Build and maintain a renewal calendar and lead a data-driven, collaborative process for evaluating and approving renewals
  • Negotiate and optimise licensing agreements, ensuring we leverage enterprise licences where strategic
  • Partner with internal teams to design enablement programs that help EPeeps get maximum value from the tools they use every day
  • Work closely with the COO and leadership team to identify opportunities where AI and automation can transform operational processes and improve scalability
  • Lead cross-functional pilots and proof-of-concepts for emerging tools, evaluating performance and leading rollout plans for successful initiatives
  • Champion a structured change management approach, ensuring that new technologies and workflows are adopted smoothly and sustainably across the business
  • Stay ahead of emerging trends in AI, automation and operational design, bringing innovative ideas to the leadership table

Requirements

  • Proven experience leading business operations, customer support or transformation functions, ideally in a SaaS or technology-driven environment
  • Strong strategic leadership capability with the ability to set direction while managing day-to-day execution
  • Expertise in customer experience strategy and AI-powered support tools (chatbots, self-service, automation workflows)
  • Demonstrated success in managing SaaS applications end-to-end, including procurement, governance, renewals and optimisation
  • Highly data-driven mindset with experience developing and reporting on KPIs, usage insights and sentiment data
  • Strong people leadership skills, able to build, coach and develop high-performing teams and foster a culture of innovation and collaboration
  • Experience leading pilots or proof-of-concepts, particularly involving new technologies or process automation
  • Knowledge of change management frameworks and the ability to lead teams through transformation confidently
  • Excellent communication and collaboration skills with the ability to partner effectively across technical and non-technical teams
  • A continuous improvement mindset and genuine curiosity about how AI can shape the future of operations and customer experience
Benefits
  • Employee Equity Bonus Plan: Be part of our success with equity bonuses that foster ownership and shared growth across the company
  • Christmas Shutdown Leave: Enjoy a full company shutdown during the week of Christmas, with 3 extra days of paid leave to bridge any non-public holidays
  • Volunteer Day: All EPeeps receive one paid day per year to volunteer and give back to their communities
  • Purchase Extra Leave: Opt-in to buy an extra week of annual leave, with payments spread across the year
  • Work From Anywhere: Work up to 90 days per year from a different state or country—perfect for blending work and travel
  • Wellness Bonus: Receive a pre-tax $750 NZD End-of-Year Wellness Bonus to support your health and well-being
  • Health Insurance: Join our fully funded Southern Cross Wellbeing 1 plan ($500 excess), with optional add-ons and family cover
  • Home Set-Up Support: Remote and hybrid workers may be eligible for support to set up a productive and comfortable home workspace
  • Communication Allowance: Get $50 NZD/month toward your phone and internet costs if you work remotely or in a hybrid setup
  • Parental Leave Support: We support growing families with up to 12 weeks of full-pay top-up for primary caregivers, 3 weeks of paid leave for secondary caregivers, and an extra 5 days of New Parents Leave for both, all available after your first 3 months. Returning primary caregivers also receive enhanced pension contributions to support their financial wellbeing.
  • Employee Assistance Program: Access 24/7 confidential support via Sonder for mental health, safety and medical needs - available globally and fully funded by EP
  • Learning & Development: Access engaging internal workshops, performance reviews and ongoing development discussions to grow your career
  • Tenure Recognition: Celebrate your milestones with bonus leave and cash rewards at 5, 10, and 15 years of service
  • Referral Bonus: Recommend great people and earn a $2000 NZD pre-tax bonus when your referral joins and passes their trial period
  • Workride: Access a bike, e-bike, or scooter through a temporary pre-tax salary sacrifice, saving 32–63% thanks to tax benefits.
  • EP Support Groups: Mana Wahine, DEI, Environmental Impact and Wellness Committees
  • The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
AI-powered support toolschatbotsself-serviceautomation workflowsSaaS applications managementprocurementgovernancerenewalsKPI developmentdata analysis
Soft skills
strategic leadershippeople leadershipcoachingcollaborationcommunicationchange managementcontinuous improvement mindsetinnovationcuriositymentoring