Academic Coordination Manager- ACM

Job Title:

Department: Operations

Reports To: Operations Head

Job Type: Full-time

• Languages: English & Hindi (Both languages Mandatory)

An experienced operations professional with a minimum of 5 to 7 years experience in edtech/saas/insurance/banking/healthcare handling customer queries/ escalations and with Professional communication skills in Hindi & English (Both languages Mandatory).

• Excellent mobile network coverage
• Fast Internet connection(100Mbps)
• PC or laptop with Windows OS(minimum 8GB RAM & 128GB SSD) with webcam
• Good working environment without external disturbances during working hours.

Probation period : 3 months

If the candidate fails to complete the training successfully, the Reporting Head can choose to retrain/dismiss the candidate.

If the candidate does not meet the probation period targets after completing training, the concerned Manager will retrain/dismiss the candidate at any point during the probation period.

Manager - Academic Coordination, passionate about making kids smarter

Our team of academic coordinators is responsible for motivating our clients to complete their assigned tasks, handling client queries, keeping clients updated on their progress, and reporting on key achievements and findings to the management.

In this role, you will oversee and manage the team of academic coordinators and ensure the smooth execution of key processes of the team's key processes. You will act as a bridge between different departments(Mentoring, Sales, IT), ensuring alignment with company goals while maintaining high-quality communication with our clients.

• Operational Management

  : Oversee and manage the day-to-day operations of the Academic Coordination team, ensuring efficiency and productivity.

• Team Leadership

  : Guide, train, and support a team of Academic Coordinators, addressing challenges and resolving disputes between ACs and clients.

• Process Improvement

  : Develop and implement strategies to optimize workflows, reduce inefficiencies, and enhance the overall operational framework.

• Customer Success

  : Ensure seamless onboarding, coordination with mentoring, and issue resolution for students and parents to maintain high satisfaction levels.

• Scheduling & Monitoring

  : Plan and oversee student batches and schedules, track live session attendance, and monitor live session quality.

• Reporting & Analytics

  : Prepare and present operational reports, tracking key metrics such as customer satisfaction(CSAT), student retention, team performance, and efficiency.

• Cross-functional Coordination

  : Work hand-in-hand with the business, IT, and support teams to resolve issues quickly, roll out updates, and stay Paligned with the organization’s goals.

• Bachelor’s/Master's degree in Engineering/Education/Business.
• Demonstrated experience (5+ years) in operations management/ post-sales/ customer success, preferably in the EdTech industry.
• Strong leadership, communication, analytical, and team management skills.
• Excellent organizational and problem-solving skills.
• Professional experience in working with CRM software and other tools related to operations management.
• Excellent fluency in English, Tamil, and Hindi (spoken and written).
• Ability to work under pressure and manage multiple priorities effectively.
• Proficient in verbal & written communication.

• Handled a team of 10 or more direct reports.
• Experienced in managing remote or hybrid teams.
• Professional-level understanding of the Indian K12 educational landscape.
• Demonstrated experience in developing effective operational processes for a team.

• Work Timings

  - 11:30 AM - 9.30 PM, 5.5 days/week (Mon to Fri & Sun - half a day)  (May change upon business needs),  but should be available to support the team members for critical queries on days off.

• Work Location

  - Remote- Travel based upon Business Requirements.

• Compensation

  - Based upon previous salary

• Languages: English & Hindi (Both languages Mandatory)

YaClass, a European EdTech organization, has been empowering students in India since 2019. Through our app, 'Pumpa,' we deliver personalized, AI-powered learning experiences combined with expert mentoring. Join us to make a meaningful impact on K12 education while enjoying great employee benefits, including paid holidays, flexible schedules, and competitive appraisals.