Operations Manager- L3 (Retention Team)

Actively Reviewing

Masai

Bengaluru Full-Time 2–4 yrs exp Posted 1 day ago · Apply by Sep 14, 2026

Job Description

Location: HSR Layout, Bengaluru

Working Days: Monday to Saturday

Role Overview

We are looking for a detail-oriented and proactive Retention – Student Operations professional to manage and drive learner/customer retention through strong financial operations, payment management, and issue resolution.

Key Responsibilities

Own end-to-end retention-related financial operations, including payment follow-ups, resolution of payment issues, and account reconciliation
Proactively engage with customers facing payment challenges to ensure timely resolution and continued association
Work closely with sales, support, and operations teams to reduce drop-offs due to financial or process-related issues
Track and analyze payment trends, drop-offs, and churn reasons, and share insights for improvement
Manage communication related to EMI failures, refunds, refunds processing, and payment escalations
Ensure accurate documentation and compliance with internal finance processes
Maintain clear records and MIS reports on collections, recoveries, and retention metrics
Act as a bridge between customers and internal stakeholders to ensure smooth resolution and high satisfaction

Key Skills & Competencies

Payment platform experience: Stripe, Razorpay, PayU, PayPal, Google Pay; subscription billing tools such as Chargebee, Zuora, Recurly
Collections & dunning management: experience designing retry logic, automated dunning, EMI failure handling and reconciliation workflows
CRM & support tools: Salesforce, Zendesk, Freshdesk, Intercom; experience using these for payment follow-ups and case management
Analytics & reporting: Advanced Excel, Google Sheets, SQL, Looker/BigQuery, Tableau or Power BI for churn analysis, MRR/ARR tracking, LTV and ARPU calculations
Reconciliation & accounting tools: QuickBooks, Xero, Tally or internal ERP reconciliation experience
Customer engagement & communication: strong negotiation and empathetic conversation skills across phone, email, SMS and WhatsApp; experience reducing churn through targeted outreach
Familiarity with regulatory and security considerations (PCI-DSS), basic scripting/automation (Python, Zapier) and fraud prevention tools (Sift, Riskified) is advantageous
Metrics-driven mindset: comfortable setting and tracking KPIs such as churn rate, payment success rate, recovery rate, NPS, and retention cohorts

Preferred Qualifications

Experience in edtech, fintech, subscription businesses, or service-based organizations with demonstrable impact on retention or collections
Prior experience in collections, retention, finance ops, or customer success, ideally using tools like Chargebee/Zuora, Stripe, Razorpay, and CRM platforms (Salesforce, Zendesk)
Hands-on familiarity with analytics and BI tools (SQL, Excel, Looker, Tableau/Power BI, BigQuery) and reconciliation or accounting tools (QuickBooks, Xero)

What We Offer