- We are seeking a Head of Online Delivery - B2C, a Learner Journey Architect who will own the end-to-end learner experience - from onboarding and engagement to academic success and completion.

- This is not just an operations role.

- It's a chance to design how learning feels for thousands of students every day.

- The role demands someoane with relentless attention to detail, operational precision, and deep empathy for the learner's journey.

- You'll lead the online academic operations, customer experience, and learner success functions with a builder's mindset - using AI, analytics, and automation to craft seamless, delightful learning experiences at scale.

Learner Experience Design:

- Architect and continually refine the learner journey - onboarding, live classes, doubt resolution, engagement, and feedback loops.

- Build systems that measure and improve every learner interaction, ensuring accuracy, empathy, and consistency.

- Translate data and feedback into experience improvements that blend human warmth with technological precision.

- Academic Delivery & Operational Excellence.

- Oversee scheduling, class quality, and delivery hygiene for live classes across large student cohorts.

- Build SOPs, process maps, and audit systems to ensure zero-defect execution.

- Create scalable frameworks for class performance monitoring, academic coordination, and rapid escalation handling.

AI, Analytics & Automation.

- Partner with Product, Tech, and Data teams to implement AI-led automation for workflow, scheduling, and learner support.

- Build dashboards to track engagement, NPS, retention, and completion with granular, real-time visibility.

- Use predictive analytics to identify disengaged learners early and deploy timely interventions.

Leadership & Collaboration.

- Lead and mentor a cross-functional team across academic operations, onboarding, and learner support.

-Build a detail-obsessed, learner-centric culture-where accuracy, empathy, and accountability coexist.

- Collaborate with senior leadership to align delivery systems with business strategy and learning outcomes.

Ideal Candidate Profile:

Experience:

- 10+ years in large-scale B2C operations, ideally in EdTech, e-commerce, fintech, or digital consumer businesses.

- Proven track record in online delivery or customer experience leadership with measurable outcomes in satisfaction and retention.

- Experience implementing AI and data-driven process optimization within customer or learner ecosystems.

Educational Background:

- Bachelor's degree required; MBA or equivalent preferred.

What Makes This Role Special:

- You won't just be managing delivery - you'll be designing how learning lives at Infinity Learn.

- Every process, dashboard, and feedback loop you build will translate into better student outcomes.

- You'll operate at the intersection of education, empathy, and precision - crafting the experience that defines India's next generation of learners.