About Adda247

Adda247 is building India's most trusted employability and learning ecosystem, serving millions of learners across competitive examinations, government jobs, test preparation, K12 and professional skill development.

With a strong digital-first presence, a significant YouTube ecosystem, vernacular content capabilities and a growing paid learning business, Adda247 is focused on making quality education accessible, affordable and outcome-oriented.

As we scale, delivering a consistent, high-quality learner experience across every touchpoint is a strategic priority.

We are looking for a Head - Learner Experience, Service & Delivery who will take end-to-end ownership of the learner experience for Adda247 as a brand.

This individual will be responsible for ensuring that every learner receives what we promise, receives it on time, gets the right support when needed and has a reason to trust, recommend and return to Adda247.

The Mandate

Own the complete post-discovery and post-purchase learner experience lifecycle - spanning content quality, academic delivery, course operations, learner support, grievance resolution, online reputation management and customer advocacy.

The objective is to build a learner-first operating organisation that drives:

1. Higher learner satisfaction and Net Promoter Score (NPS).

2. Consistent and superior academic and service delivery.

3. Improved course engagement, completion and learning experience.

4. Faster grievance resolution and reduced repeat complaints.

5. Stronger positive online sentiment and word-of-mouth (WOM).

6. Improved retention, renewals, referrals and customer lifetime value.

7. Operational excellence, accountability and cost efficiency.

Key Responsibilities

1. Content Quality & Academic Readiness:

- Own the quality, accuracy, relevance and timely delivery of educational content across paid courses and learning products.

- Establish robust quality-control mechanisms for lectures, recorded sessions, notes, study material, question banks, mock tests and other learning resources.

- Ensure content is aligned with examination requirements, updated syllabi, learner needs and changing examination patterns.

- Drive timely content availability, course readiness and adherence to publishing calendars.

- Establish processes for content audits, error identification, correction and version control.

- Monitor content-related learner feedback and drive corrective actions with academic and faculty teams.

- Ensure consistency in content quality and delivery standards across subjects, examination categories and languages.

2. Academic & Course Delivery Operations:

- Own end-to-end operational delivery of paid learning programmes across Adda247.

- Ensure that every course and batch delivers against its commitments, including schedules, live classes, recorded lectures, tests, study material and doubt resolution.

- Establish standard operating procedures (SOPs) for batch launches, academic calendars, faculty coordination, content availability and course execution.

- Ensure minimal disruption due to delayed classes, missing content, faculty unavailability, technical issues or operational gaps.

- Create a centralised monitoring mechanism for batch health, delivery adherence and learner engagement.

- Drive coordination across faculty, academic teams, product, technology and business teams to ensure seamless execution.

- Build early-warning mechanisms to identify batches, courses or learner cohorts experiencing poor delivery or engagement.

- Conduct periodic academic and operational audits to identify systemic gaps.

3. Learner Experience & Customer Support:

- Own the complete learner support ecosystem across calls, emails, chats, WhatsApp, app-based support and other customer-facing channels.

- Build a responsive, scalable and efficient learner support organisation with clearly defined SLAs, escalation matrices and accountability.

- Ensure timely and effective resolution of issues related to enrolments, payments, subscriptions, refunds, course access, classes, faculty, content and technical problems.

- Drive first-contact resolution (FCR), reduce repeat complaints and improve overall resolution quality.

- Build a structured escalation mechanism for high-severity complaints and dissatisfied learners.

- Ensure that learner grievances are addressed with empathy, urgency and ownership rather than merely being closed through ticketing systems.

- Leverage technology, automation and AI to improve support productivity, reduce resolution time and enhance service quality.

- Create a proactive support model that identifies and addresses potential learner dissatisfaction before it escalates.

4. Online Reputation Management (ORM) & Brand Advocacy:

- Own Adda247's online reputation and learner sentiment across Google reviews, app stores, social media, YouTube, consumer forums and other digital platforms.

- Establish a structured mechanism to monitor, classify, respond to and resolve negative learner feedback.

- Drive improvement in app ratings, Google reviews, public feedback and overall brand sentiment.

- Ensure genuine negative feedback is investigated and addressed through appropriate internal teams.

- Develop a proactive learner advocacy programme to encourage satisfied learners to share authentic experiences, testimonials, reviews and success stories.

- Work closely with social media, marketing, PR and business teams to ensure consistent and timely responses to public grievances.

- Identify recurring issues that can potentially escalate into reputation risks and ensure preventive action.

- Build a strong positive word-of-mouth (WOM) engine through superior learner experiences and advocacy initiatives.

5. NPS, Retention & Learner Satisfaction:

- Own the learner NPS and learner satisfaction agenda for Adda247 Group.

- Establish a structured Voice of Customer (VoC) framework to capture feedback across the learner lifecycle.

- Introduce periodic NPS, CSAT and CES measurement across enrolment, onboarding, course delivery, support and course completion.

- Segment learner feedback by product, exam category, batch, faculty, language, geography and customer cohort.

- Identify key NPS detractors and establish systematic root-cause analysis and closure mechanisms.

- Drive cross-functional improvement initiatives to address the top reasons for learner dissatisfaction.

- Work with business and product teams to improve learner engagement, course completion, retention, renewals and referrals.

- Build mechanisms to convert satisfied learners into advocates and identify dissatisfied learners at risk of churn.

6. Process Excellence, Governance & Analytics:

- Build a centralised learner experience dashboard with real-time visibility into delivery, quality, support, satisfaction and reputation metrics.

- Establish clear SOPs, service standards, escalation protocols and performance scorecards across all teams.

- Drive daily, weekly and monthly operating reviews with clear ownership of metrics, gaps, corrective actions and closure timelines.

- Identify operational inefficiencies, eliminate repetitive processes and improve productivity through technology and automation.

- Drive standardisation of service and delivery processes while allowing for the specific needs of different examination categories and learner segments.

- Build a strong performance-management culture with clear individual and team-level accountability.

- Ensure optimal resource utilisation, productivity and cost-to-serve across the organisation.

Desired Candidate Profile:

- 12 - 18 years of overall experience, with significant leadership experience in customer experience, service delivery, academic operations, business operations or large-scale consumer operations.

- Experience managing large, distributed, customer-facing teams and multi-layered operational structures.

- Strong preference for candidates from EdTech, online education, test preparation, consumer internet, digital-first businesses or subscription-led businesses.

- Demonstrated experience in building and scaling customer support, service delivery and quality management functions.

- Experience managing large-scale content or academic delivery operations will be a significant advantage.

- Strong understanding of NPS, CSAT, customer retention, ORM, customer advocacy and service excellence.

- Experience building operational dashboards, performance metrics, governance mechanisms and SOPs.

- Proven ability to manage cross-functional stakeholders across product, technology, marketing, academic and business teams.

- Strong analytical and problem-solving capabilities with the ability to translate customer feedback into operational improvements.

- Experience using CRM, ticketing, analytics, automation and AI-led customer service tools.

- Strong people leadership, communication, stakeholder management and execution capabilities.