About this role
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 technologyDrive excellence in customer satisfaction, focusing not only on ticket resolution but also on sentiment, long-term value and proactive serviceIntroduce 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 interactionsContinuously enhance our self-service capabilities, empowering customers to resolve issues independently and efficientlyDirectly 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 developmentSaaS Management & Governance
Maintain a comprehensive and transparent inventory of all SaaS applications used across the businessEstablish governance frameworks for app adoption, licence management, privacy and securityDefine and track KPIs on software usage, adoption and user sentiment to measure value beyond spendMonitor SaaS usage to identify overlaps, eliminate redundancies and drive cost-effectiveness through consolidation or renegotiationBuild and maintain a renewal calendar and lead a data-driven, collaborative process for evaluating and approving renewalsNegotiate and optimise licensing agreements, ensuring we leverage enterprise licences where strategicPartner with internal teams to design enablement programs that help EPeeps get maximum value from the tools they use every dayBusiness Transformation & AI Integration
Work closely with the COO and leadership team to identify opportunities where AI and automation can transform operational processes and improve scalabilityLead cross-functional pilots and proof-of-concepts for emerging tools, evaluating performance and leading rollout plans for successful initiativesChampion a structured change management approach, ensuring that new technologies and workflows are adopted smoothly and sustainably across the businessStay ahead of emerging trends in AI, automation and operational design, bringing innovative ideas to the leadership tableAbout you
Proven experience leading business operations, customer support or transformation functions, ideally in a SaaS or technology-driven environmentStrong strategic leadership capability with the ability to set direction while managing day-to-day executionExpertise 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 optimisationHighly data-driven mindset with experience developing and reporting on KPIs, usage insights and sentiment dataStrong people leadership skills, able to build, coach and develop high-performing teams and foster a culture of innovation and collaborationExperience leading pilots or proof-of-concepts, particularly involving new technologies or process automationKnowledge of change management frameworks and the ability to lead teams through transformation confidentlyExcellent communication and collaboration skills with the ability to partner effectively across technical and non-technical teamsA continuous improvement mindset and genuine curiosity about how AI can shape the future of operations and customer experienceEquitable 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 companyChristmas Shutdown Leave: Enjoy a full company shutdown during the week of Christmas, with 3 extra days of paid leave to bridge any non-public holidaysVolunteer Day: All EPeeps receive one paid day per year to volunteer and give back to their communitiesPurchase Extra Leave: Opt-in to buy an extra week of annual leave, with payments spread across the yearWork From Anywhere: Work up to 90 days per year from a different state or country—perfect for blending work and travelWellness Bonus: Receive a pre-tax $750 NZD End-of-Year Wellness Bonus to support your health and well-beingHealth Insurance: Join our fully funded Southern Cross Wellbeing 1 plan ($500 excess), with optional add-ons and family coverHome Set-Up Support: Remote and hybrid workers may be eligible for support to set up a productive and comfortable home workspaceCommunication Allowance: Get $50 NZD/month toward your phone and internet costs if you work remotely or in a hybrid setupParental 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 EPLearning & Development: Access engaging internal workshops, performance reviews and ongoing development discussions to grow your careerTenure Recognition: Celebrate your milestones with bonus leave and cash rewards at 5, 10, and 15 years of serviceReferral Bonus: Recommend great people and earn a $2000 NZD pre-tax bonus when your referral joins and passes their trial periodWorkride: 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 CommitteesThe 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 communityWe 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.