Associate Manager - Delivery Operations - Education

Associate Delivery Operations Manager

Role and Responsibilities:

Programme Delivery Management:

- Report directly to the Center Head/ Head of Delivery Operations.

- Oversee the delivery of learning programs, including events, courses, and challenges.

- Conduct, organize, and manage programs and sessions as per the session management system and established SOPs.

- Ensure that learning outcomes are met and learner success is achieved.

Learner, Session and Performance Management:

- Track and manage sessions, ensuring they meet qualitative and quantitative goals.

- Organize and coordinate with educators to ensure successful session delivery.

- Monitor learner performance, manage learning credits, attendance, and ensure timely assessments and certifications.

- Maintain discipline and standards with respect to learners.

- Manage performance of students and be accountable for it.

- Ensure feedback is collected from learners about sessions and educators.

- Make all necessary preparations, notifications, prerequisites, and communications for every session as per programme standards using the platform.

- Motivate and support learners as needed.

- Resolve any conflicts or crises in the delivery process, managing such cases both proactively and reactively.

Stakeholder and Relationship Management:

- Manage relationships with parents and guardians professionally.

- Oversee educators and mentors assigned to the programme.

- Manage Camp Masters, Moderators, Judges, and other resources associated with the conduct of sessions.

Operational Efficiency:

- Ensure sessions start and end on time.

Feedback and Improvement:

- Collect feedback from educators, sessions, and programs to continuously improve the learning experience.

- Provide qualitative feedback to the Head of Delivery Operations for reporting to the production team via the PM Launcher, ensuring enhancements are implemented effectively.

Team Collaboration:

- Assist the Head in building and managing a pool of gig-delivery operations team members.

- Coordinate with location-level and center-level delivery operations PM teams to ensure consistent delivery standards.

- Maintain effective communication and relationship management with educators concerning session and program delivery.

Key Performance Indicators (KPIs):

Program Delivery Metrics:

- Number of programs delivered, categorized by:

- Type (events, courses, challenges)

- Sector

- B2B/B2C

- Based on stakeholders/entities

Learner Engagement Metrics:

- Number of learners enrolled, categorized by:

- Type

- Sector

- B2B/B2C

- Based on stakeholders/entities

- Program-wise attendance rates

- Program-wise feedback and certification rates

Quality and Improvement Metrics:

- Bloom Quotient, measured program-wise and periodically.

- Learning credits awarded, program-wise and periodically.

- Number of referrals from learners.

- Number of upselling/cross-selling opportunities referred to the Revenue (Platform) team.

Qualifications:

Experience in Learning Delivery Operations:

- Proven experience in managing the delivery of learning programs, ensuring they meet established standards and deliver desired outcomes.

Operational Skills:

- Strong organizational skills with a systematic approach to managing sessions and programs.

- Experience in performance management of learners and coordination with educators.

Communication Skills:

- Excellent communication and relationship management skills, particularly with educators, learners and parents.

Feedback and Assessment Management:

- Ability to collect and provide feedback for continuous improvement of programs.

- Experience in managing assessment and certification processes.

Team Collaboration:

- Proven ability to collaborate with various teams, including remote teams and location/center-level PM teams, to ensure successful program delivery.

Office Location and Travel:

- This full time position is based in Kottayam, with potential travel requirements to various business locations for operational purposes.