Business Operations Manager

Education Perfect is an EdTech platform designed to empower educators and amplify their impact in the classroom. We aim to enable teachers to personalise learning at scale with a range of powerful learning, assessment, and insights tools, helping them and their students reach their full potential.

As an EPeep, you'll work on projects that have a real impact on students' lives and have the freedom, support and resources you need to develop your skills and grow your career.

We're looking for a Business Operations Manager to play a key leadership role at the heart of how EP operates. This role is ideal for someone who thrives on variety, you'll oversee customer support, SaaS management and continuous business improvement initiatives. Acting as a connector across teams, you'll ensure our business runs smoothly, performance goals are tracked and achieved and we're constantly evolving how we work.

You'll combine strategic thinking with hands-on execution, helping us balance operational excellence with innovation. From embedding AI-enabled workflows to strengthening customer satisfaction, you'll have a direct impact on how we scale efficiently and deliver world class experiences for our users.

What you will do

Customer Support Leadership

• 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

SaaS Management & Governance

• 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

Business Transformation & AI Integration

• 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

About you

• 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

Equitable opportunities, growth, and development lie at the heart of how we work at EP. We understand that not all applicants may possess all the following attributes so if you think you have what it takes, but are not sure you check every box, we would love to still hear from you

What we offer

• 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

We celebrate individuality, value diversity, and understand that flexible and remote work opportunities enable our team members to work in a way that fosters creativity and inspires individual brilliance. When you work with us, you're not just joining a company - you're joining a team united by the desire to make a difference.