Regional Manager — Service Delivery &
Academics
Regional Manager | People Leadership | Team: 6 Leads | Readiness: 3+ Months
ROLE PURPOSE
Translate regional strategy into executable team-level operations by overseeing CSAT
improvement, scheduling effectiveness, resource bandwidth, SLA compliance, and
team retention — ensuring Leads and Specialists are aligned and high-performing.
WHAT YOU OWN — CORE OWNERSHIP AREAS
CSAT score and Renewal % for the region
Account Health score across all regional accounts
Team skilling — 90%+ of Leads and Specialists evaluated and enabled
Attrition management and team retention in the region
Own personal skill score and continuous development
Project compliance and visit effectiveness for the region
KEY RESPONSIBILITIES — DAY-TO-DAY REALITY
Monitor visit compliance, track account health, and take corrective actions proactively
Handle L2/L3 escalations and FAQ-based queries independently without escalating upward
Manage team bandwidth — including participating in hiring and conducting interviews
Oversee scheduling effectiveness and ensure planned visits are consistently executed
Conduct 3–4 days of field visits on a need basis to support the team and key accounts
Drive standardisation of delivery across all locations in the region
Use data (reports, Excel) to track team performance, identify gaps, and drive corrective action
Coach Leads and Specialists; improve delivery quality and skill outcomes across the region
Support account transition from Sales and AM; onboard new schools with the service delivery
team
Monitor and act on attrition signals; drive engagement and retention actively
SUCCESS METRICS — HOW THIS ROLE IS MEASURED
CSAT score / Renewal % (regional)
Account Health score
Project compliance rate
% of tickets resolved within SLA
CFT (Customer-Facing Time) — team level
Visit effectiveness metrics
Own skill score and team skill evaluation completion (90%+)
WHAT A STRONG CANDIDATE LOOKS LIKE
Owns regional metrics — quality, CSAT, readiness, efficiency — without needing to
escalate upward
Builds strong Leads through active coaching, not just task delegation
Handles critical escalations and difficult stakeholders with confidence
Drives consistency and standardisation across all locations in the region
Uses data to manage performance — not just gut feel or relationships
Recruits well and maintains team health proactively
REQUIRED COMPETENCIES
Behavioural Competencies
Functional & Technical Competencies
Kreedo Conviction (Core) — L3
Training & Capability Building — Org Lens
(Core) — L3
Communication: Strategic Influence (Core) —
L3
Academic / Domain Leadership — L3
Learning Agility (Core) — L3
Planning & Resource Management (Core) —
L3
Discipline & Rigor (Core) — L3
Digital & Data Proficiency — L3
Ownership & Accountability (Core) — L3
Problem Solving & Escalation Management
(Core) — L3
Professional Presence — L3
Customer Value & Retention Orientation — L3
Ownership at Scale / Business Ownership
(Core) — L3
Team Leadership & Capability Building (Core)
— L3
Stakeholder Management — Strategic (Core)
— L3
TECHNICAL SKILLS
Excel / Google Sheets — performance tracking, gap analysis, reporting
CRM and ticketing tools — SLA monitoring and ticket management
Mobile apps and scheduling platforms for visit and field management
Basic data tools for account health and team performance dashboards
EXPERIENCE & BACKGROUND
5–8 years in Service Delivery, Customer Success, or Field Operations
Minimum 2 years managing a team of 4+ direct reports
Experience owning regional or territory-level delivery metrics
Track record of handling escalations and difficult customer situations
Exposure to hiring, onboarding, and performance management processes
── Service Delivery & Academics · Kreedo Learning · 2026 ──
Pay: ₹800,000.00 - ₹1,200,000.00 per year
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Application Question(s):
Experience:
- Team management: 5 years (Preferred)
Language:
Work Location: In person
