Academic Manager – Student Success (PG Programs)

As the Academic Manager – Student Success (PG Programs) for our flagship 11-month Postgraduate Program in Digital Marketing, you will play a crucial role in overseeing program delivery and ensuring exceptional student experiences. This leadership role requires managing end-to-end program operations, enhancing student satisfaction, and driving operational excellence while leading a dynamic team.

Program Oversight

• Supervise the seamless delivery of the 11-month PG program, ensuring all milestones—from onboarding to graduation—are met with excellence.
  

• Own the entire student lifecycle, with a focus on engagement, retention, and satisfaction.
  

• Monitor and improve CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score), ensuring the timely resolution of issues raised in student feedback.
  

Student Development & Training

• Train students across performance modules with a focus on WordPress, SEO, Media Planning & Buying, and all types of Digital Ads & Analytics.
  

• Conduct workshops on employability skills such as resume building, interview preparation, and career strategy.
  

• Guide students to identify their strengths, align their interests, and achieve their career aspirations.
  

Escalation & Issue Management

• Manage and resolve student/trainer escalations effectively and promptly.
  

• Delegate and monitor daily tasks among team members, ensuring alignment with organisational goals.
  

• Use ticketing software and operational tools for efficient query handling and workflow management.
  

Team Leadership

• Mentor and lead a team of 10+ professionals, fostering a culture of collaboration, accountability, and performance.
  

• Work closely with academic teams for trainer scheduling and faculty management, with the outreach team to drive student placements, and with the tech team on reports, automation, CRM, and related initiatives—ensuring efficiency while staying within budget constraints.
  

Academic Events & Industry Engagement

• Plan and oversee key program events such as orientation, project presentations, internships, mock interviews, and convocation.
  

• Invite and host industry experts for guest sessions, masterclasses, super sessions, and juries, enriching the student learning experience.
  

• Balance internal and external faculty resources, ensuring quality while maintaining cost standards.
  

Process & Operational Efficiency

• Define and streamline workflows for program delivery to ensure consistency and quality.
  

• Track attendance, assignment submissions, internship progress, placement outcomes, and retention trends, generating actionable insights.
  

• Leverage tools and systems, including ticketing software, for operational excellence and student success outcomes.
  

Stakeholder Collaboration

• Partner with placement teams to ensure high placement rates and positive career outcomes.
  

• Work closely with admissions, academic leadership, and cross-functional teams to align efforts and optimize results.
  

• Take on additional responsibilities within the broad scope of program management as directed by senior management.
  

• 7–10 years of professional experience in a student-facing role, preferably within education or ed-tech. Agency experience and teaching exposure are a bonus.
  

• Proven leadership experience managing teams of 10+ members with demonstrated success in achieving collective goals.
  

• Strong analytical skills and a problem-solving mindset, with a track record of driving innovative solutions.
  

• Exceptional communication and stakeholder management skills.
  

• Resilient, solution-oriented, and capable of thriving in high-pressure environments.
  

• Ability to identify gaps in the course curriculum and propose effective improvements.
  

Should-Have

• Proficiency in ticketing software and other operational tools for query and process management.
  

• Experience in process optimization and implementing strategies to enhance operational efficiency.
  

Nice-to-Have

• Certifications or training in education management, leadership, or process improvement.
  

• Additional skills or experience that add value to program delivery and student success.