upGrad - Vertical Head - Delivery

upGrad is an IIT Delhi alumni and Ronnie Screwvala founded company where we focus on enabling universities to take their programs online. Given team's background in education and media sectors, we understand what it takes to offer quality online programs, and at upGrad - we invest alongside universities to build and deliver quality online programs (content, platform, technology, industry collaboration, delivery, and grading infrastructure).

You can read about some of our press releases at -

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 too

We were also ranked as one of the top 25 Startups in India 2018

Our program with IIIT B has been ranked #1 program in the country in the domain of

Artificial Intelligence and Machine Learning

At upGrad - we have partnered with leading universities such as IIIT Bangalore, MICA

Ahmedabad, IMT Ghaziabad to offer programs in the domains of Data, Technology and

Management

What You Would Be Doing:

- Heading a vertical comprising of set of programs for working professional segment.

- Ensuring team members are updated about the latest in the program through internal communication.

- Managing Universities, External Vendors and External clients.

- Laying down the structure and process for successful delivery of these programs.

- Analyse performance of Team members on different program elements and propose interventions to improve lagging metrics

- Share weekly/Monthly reports with Stakeholders

- Lead and manage the team to ensure smooth Operation of Programs

- Lead the operations of a rapidly growing customer support division in a multi-channel support environment.(calls, chats, emails, app)

- Plan things to ensure completion, learner experience and learner support is proper in the vertical that is being handled.

- Manage day-to-day operations and own TATs for customer issue resolution.

- Conduct resource planning & hire, coach and provide training to personnel to maintain high customer service standards.

What We Are Looking For:

- 5-years+ of experience, preferably in a customer success role, planning or consulting, managing team

- Good Interpersonal and Communication Skills

- Excellent organizational skills, verbal and written communication skills

- Proven experience of leading a service driven support team operation through periods of significant growth or change.

- High customer centricity, to understand student expectations and support them to achieve their goals and Ensuring team achieve their Targets.

- Prior experience in setting up processes & managing customer support team.

- Ability to create buy-in and drive multiple stakeholders.

- Ability to structure, design & execute processes.