upGrad - Assistant Manager - Operations

Job Description

Role Summary

At upGrad our goal is to make online learning empowering & enriching. To that end, we are hiring for the role of the Assistant Manager - Operations for upGrad International who will manage the end to end delivery of the Learning Experience for our International cohorts & students. As the Assistant Manager - Operations, you will be responsible for managing the end to end delivery of your program - enrollment management, student query management processes, publishing, planning, adherence to highest academic standards, engaging SMEs & faculty to eventually driving NPS, CSAT,Completion & Outcomes.

Besides this, you will maintain and deliver within your budget, conduct regular process gap analysis, conduct brainstorming meetings, drive solutioning & prepare SOPs, manuals & training. We are looking for a customer centric, task oriented & analytical Operations

Lead who will drive operational excellence for their programs.

Roles & Responsibilities

- Run end to end management of a cohort, leading day to day operations like publishing, grading, grader onboarding, SME recruitment, SME training, live engagement planning, student query management, university partnership management and the likes

- You will take responsibility for the delivery budgets of your programs and ensure smooth coordination with multiple teams who are involved in delivering as per budget

- Ensure positive NPS for your cohorts & conduct detailed analysis on the gaps in customer expectation vs delivery

- Drive exit interviews to understand detailed customer feedback

- Conduct quarterly cross team meetings to understand process gaps

- Develop, update & maintain program level SOPs, Manuals

- Work with the MIS & Business Analytics team to oversee student data management & ensure delivery of all reports with 100% accuracy - daily, weekly, monthly, leadership summaries

- Work with Delivery Associates, Program Coordinators & L1 Support team to drive operations with efficiency & manage student queries, maintaining First Response Time benchmarks, fast resolutions with 100% CSAT

- Oversee metrics like NPS, CSAT, Completion & Outcomes

Skills Required

- Should be extremely organised & task oriented

- Should have experience leading a customer service team

- Should have experience building processes from the ground up & identifying gaps

- Should have experience managing large scale student / customer operations, with knowledge working on CRMs

- Should have expertise managing data, with Ms Excel expertise

- Should have expertise driving analysis & problem solving

- Should have the ability to influence teams, management & leadership

- Should be extremely accountable & customer centric

- Should have strong english proficiency

- Should have a flair for speaking, negotiation, customer handling & manage tough situations with ease

- Should be able to write/speak simple and clean English

- Should be able to learn quickly, be agile & carry the ability to develop strong subject matter expertise

- Always curious to know/learn more and have an interrogative mind

Experience (Functional Competence)

- Should have a minimum experience of 7-8 years in operations & customer experience management

- Should have worked with large customers/teams/projects

- Should possess a Master's Degree from top Tier Indian University (Technical background would be preferred)

- Prior experience working with customers outside India would be a great plus

- Prior experience working with an ed-tech company would be a plus