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The Role Own Community Operations strategy, operating model, and roadmap for mentor/SME ecosystem. Manage full lifecycle of SMEs/mentors: sourcing, onboarding, training, engagement, performance,retention. Build and scale a strong mentor/SME pipeline aligned to business needs. Drive capacity planning and forecasting for optimal availability and utilization. Track key metrics and SLAs: pipeline health, onboarding TAT, utilization, engagement, retention,quality. Improve operational efficiency, scalability, and productivity across the function. Design and implement standardized processes, governance, and operating frameworks. Partner with Tech/Product to drive automation and system improvements. Build and maintain strong relationships with key mentors and SMEs. Improve mentor engagement, retention, and overall community experience. Lead and develop the Community Operations team; build high-performance culture. Build second-line leadership and ensure delegation and succession planning. Collaborate with cross-functional teams for seamless program delivery. Translate business needs into community capacity and operational plans. Drive continuous improvement using data, feedback, and insights. Use analytics to improve quality, productivity, utilization, and CX. Establish governance and performance review mechanisms. Handle escalations for complex operational and stakeholder issues. Represent Community Ops in senior leadership discussions. Identify ecosystem trends and evolve strategy and operating model. Drive customer-centricity, operational excellence, and continuous improvement Requirements 812+ years of experience in Community Operations, Talent/Expert Management, EdTech, L&D, or related fields, with 4+ years in people or functional team management. Experience managing SME/mentor or similar expert communities is preferred, along with exposure to pipeline building, capacity planning, and operational processes. Strong stakeholder management, analytical thinking, and data-driven decision-making skills, with a proven ability to drive process improvements and operational efficiency. Demonstrated people leadership, communication skills, and ability to execute in fast-paced environments with strong ownership and attention to detail. .