Manager - Learning Experience - EdTech Startup

Role: Manager Learning Experience

Location: Mumbai (Worli)

Company: EdTech StartUp

What You Would Be Doing

- Understand the expectations of all stakeholders from the program and achieve its goals

- Ensuring team members are updated about the latest in the program through internal communication.

- Managing Universities, External Vendors and External clients

- Manging offline Events for Student success team.

- Analyse performance of Team members on different program elements and propose interventions to improve lagging metrics

- Share weekly/Monthly reports with Stakeholders

- Lead and manage the Student Success team to ensure smooth Operation of Programs

- Lead the operations of a rapidly growing customer support division in a multi-channel support environment.(calls, chats, emails, app)

- Manage day-to-day operations and own TATs for customer issue resolution.

- Conduct resource planning & hire, coach and provide training to personnel to maintain high customer service standards.

What We Are Looking For

- 5-years+ of experience, preferably in a customer success role. Managing team

- Good Interpersonal and Communication Skills

- Excellent organizational skills, verbal and written communication skills

- Proven experience of leading a service driven support team operation through periods of significant growth or change.

- High customer centricity, to understand student expectations and support them to achieve their goals and Ensuring team achieve their Targets.

- Prior experience in setting up processes & managing customer support team.

- Ability to create buy-in and drive multiple stakeholders.

- Ability to structure, design & execute processes.