Simplilearn - Program Manager - IIM/ISB/FMS/MDI

Program Manager

Who are we?

Simplilearn.com is the world's largest professional certifications company and an Onalytica Top 20 influential brand. With a library of 400+ courses, we have helped 2 million+ professionals advance their careers, delivering $5 billion in pay raises. Simplilearn has over 2500 employees worldwide and our customers include Fortune 1000 companies, top universities, leading agencies and hundreds of thousands of working professionals. We are growing over 100% year on year and having fun doing it.

About the Role:

- The Program Manager will own the vision, strategy, and roadmap for enhancing the customer experience for a product category at Simplilearn.

- The incumbent will lead the delivery team for a particular category. This is a high-visibility role and reports to the Head of Learner Success and Head of programs job guarantee and will work closely with the Product leadership. Some of the expectations from the role would be to ;

- Build a high-performing program management team that delivers under pressure

- Drive learner experience across the entire lifecycle starting from onboarding to course completion

- Improve key reactive metrics such as interaction CSAT, TAT, etc

- Improve key proactive metrics such as time spent on the course, live class attendance, live class interaction quality, etc

- Improve the 'holy grail' of outcome metric in EdTech - completion rates

- On the Net Promoter Score of all courses in the category

- Collaborate with the product, content, and technology teams to brainstorm and implement solutions to improve customer experience, front-line efficiency, and deliver just-in-time help to learners

- Collaborate with sales to balance batch cost and revenue

- Innovate and implement scalable processes to handhold learners throughout their journey

- Present quarterly to each University Partner (e.g. Umass, IU, IIT-K, Caltech, MIT, Purdue, etc) on the health of programs that are running in collaboration with them

About You:

- Bachelor's degree or equivalent combination of training and work experience required

- Tier 1 MBA preferred

- Minimum 4+ years of overall experience with at least 4+ years in a customer experience or operations role across industries such as BFSI, e-commerce, EdTech, Fintech, FoodTech, etc

- Strong people management background; should have led a team of at least 5+ people

- Strong problem-solving and analytical skills

- Strong influencing skills and the ability to work with cross-functional stakeholders to get the work done

- Strong interpersonal, communication (verbal and written) and organizational skills

- Ability to present to senior management

- Understanding of cost analytics and P&L management

- Strong excel and PowerPoint skills

- Salesforce knowledge is a plus

- Shift Timings ( 9PM-6AM)

Location : HSR , Bangalore