upGrad - Manager - Operations/Referral Marketing

Company Overview

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, etc. upGrad is looking for passionate business development and marketing professionals to lead the referral business unit which currently constitutes 25% of upGrad's revenue.

- upGrad was awarded the Best Tech for Education by IAMAI for 2018-19

- upGrad was also ranked as one of the LinkedIn Top Startups 2018: The 25 most sought-after startups in India

- upGrad was earlier selected as one of the top ten most innovative companies in India by FastCompany.

- We were also covered by the Financial Times along with other disruptors in Ed-Tech

- upGrad is the official education partner for Government of India - Startup India program

- Our program with IIIT B has been ranked #1 program in the country in the domain of Artificial Intelligence and Machine Learning

Job Description & Role Summary

- Will be responsible for managing all Sales ops for the Referral program at upGrad, currently contributing to 35% of upGrad's revenue.

- Will oversee the the lead flow ops on LeadSquared - tagging, data upload and lead distribution

- Will work with the design & tech team to ensure all lead page integrations are intact and all lead flows are functioning smoothly

- Will work with the product team to ensure all referral reward integrations are intact and updated whenever required.

- Will be responsible for managing all business performance dashboards

- Will be responsible for managing customer payout process & internal stakeholder payout processes

- Will own the entire customer journey - Designing benefits for each program, working with the product team to drive data integrations in the product backend & LSQ, automated communication journeys, customer payout process and ensuring payment TAT, customer grievance process and resolution TAT.

- Analyse product & business performance, conduct gap analysis & create product / tech requirement roadmap & BRDs by closely working with different Product teams.

- Identify opportunities for growth, gaps in process, customer experience and launch initiatives to drive radical improvements.

- Lead the innovation charter for the Referral Team - identify new avenues for lead generation & suggest areas of improvement to increase Lead to Payment ratio.

- Be the bridge between the Lead Generation & Conversion process, managing sales ops, reports, dashboards and business MIS.

- Work with the sales team to solve their last mile challenges.

- Monitor lead level performance to ensure strong Lead to Application and thereby ensure a weekly payments pipeline.

- Effectively guide & manage a team.

Skills Required :

- 5-8 years of experience in a Sales Ops role

- Expertise in Lead Squared is a must

- Prior experience working on product - business integrations is good to have

- Experience developing processes & managing operations

- Experience working in

- business development role

- Background in a ed-tech, referral marketing, category marketing or growth focused role in a startup is a plus

- Strong business acumen, excellent written, communication and analytical skills

- Ability to manage multiple stakeholders, work fast & independently, while adhering to timelines