upGrad - Delivery Operations Manager

About Us

upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individuals at scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, Law etc. upGrad is looking for people passionate for education to help run learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

The Role:

The job will include the following responsibilities: - Lead and manage learner delivery operations - Own key metrics including learner progress, learner CSAT and program NPS -Lead a diverse team of upGrad buddies, Academic associates and delivery managers to manage multiple learner cohorts and disciplines such as Data Science, Technology & Management

- Own end to end learner grievance management - response and resolution TAT / CSAT - Collaboration with cross functional teams (internal and external).

- Research on the best practices in blended learning models and mentorship and help institutionalise those practices

- Plan and implement long-term development strategies for Learning Products Research competitors and suggest changes in program and delivery features

Key Requirements: -

- Minimum 3+ years of operations experience at scale and overall 6+ years of overall experience

- Exposure to handling operations at scale - preferably in start-ups - Managed medium - large sized teams

- Deep understanding of adoption, engagement & retention of students + Industry Mentors -Strong analytical and complex problem solving mindset

- Entrepreneurial with High degree of ownership and result orientation

- Ability to work in a cross functional environment

- Strong communication skills