Manager - Customer Support Operations
Posted 1 month ago
Posted 1 month ago
Description:
- 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 organization growth.
Didn’t find the job appropriate? Report this Job
