Key Responsibilities :.

- Own end-to-end success of learners for assigned cohorts throughout their journey - Onboarding, Learning, Certification, and Placement.

- Plan program timelines, manage capacity, and ensure cohorts meet learning and placement KPIs.

- Conduct orientation and induction sessions to set learner expectations and drive engagement.

- Create visibility into learner progress and proactively address challenges or drop-offs.

- Collaborate closely with Curriculum, Instructor, Student Success, Admissions, and Placement teams to streamline program delivery.

- Ensure SLA adherence and quick resolution for all learner queries through strong coordination and ownership.

- Maintain high customer satisfaction and NPS through empathy-driven interactions and process excellence.

- Track and analyze key data points such as attendance, assignment completion, assessment performance, NPS, and placement funnel metrics.

- Conduct weekly cohort reviews and present insights to leadership for continuous improvement in learner experience and outcomes.

- Build, implement, and maintain SOPs for all key processes across the learner lifecycle.

- Define escalation paths, quality benchmarks, and standard delivery practices to ensure consistency across cohorts.

- Train and monitor the customer success and support teams to maintain quality and empathetic communication standards.

- Partner with hiring partners, corporate recruiters, and placement teams to align placement outcomes, timelines, and feedback loops.

- Ensure learners are job-ready with strong resumes, LinkedIn profiles, and mock interview preparation.

- Track placement metrics, drive conversions, and report success rates regularly.

- Oversee classroom logistics, student communications, and on-ground execution for smooth cohort operations.

- Handle escalations and crisis situations with composure and problem-solving skills.

- Maintain a strong online reputation and testimonials through positive learner engagement and feedback.

- Identify and develop new initiatives or alternate revenue streams that enhance the learner experience or organisation growth.

Requirements Must-Have :

- 4-6 years of program or operations management and team handling experience (preferably in EdTech, training, or high-volume cohort models).

- Proven stakeholder management and cross-functional coordination skills; comfortable interfacing with leadership and hiring partners.

- Strong analytical ability - to track KPIs and produce actionable insights.

- Excellent communication skills in English and Hindi; proficiency in a regional language is a plus.

- Strong empathy, customer handling, and conflict-resolution skills.

- Advanced MS Excel / Google Sheets skills for data analysis and reporting.

- Experience with LMS/CRM platforms, ticketing tools and process documentation (SOP creation and rollout).

- Background in placement coordination, recruitment partnerships, or outcomes-focused program design.