Assistant Manager - Operations

Job Title: Operations Assistant Manager

Department:

Location:

About the Role

Operations Assistant Manager

Key Responsibilities

1. Process Management & Optimization

• Oversee day-to-day operations to ensure smooth workflow and adherence to SLAs.
• Identify process gaps and drive improvements to enhance efficiency and learner experience.
• Develop and document SOPs for recurring tasks and projects.
• Collaborate with cross-functional teams to align operational goals with organizational objectives.

2. Lead & Data Operations

• Monitor and manage lead lifecycle through CRM/NPF dashboards (Lead Squared, Kapture, etc.).
• Ensure proper mapping of leads, enrollments, and refund cases in coordination with Finance and Sales.
• Regularly review lead performance, drop rates, and call connectivity data to identify areas of improvement.
• Coordinate with Product and Tech teams to resolve system bugs, lead flow discrepancies, and report delays.

3. Reporting & Analytics

• Create, maintain, and present daily/weekly/monthly reports on sales funnel, productivity, and conversions.
• Analyze trends to suggest actionable insights for revenue growth and operational performance.
• Track counselor performance metrics and suggest optimization strategies.

4. Stakeholder Management

• Act as the key point of contact between Category, Product, Sales, and Finance teams for operational escalations.
• Communicate effectively with internal and external stakeholders to ensure timely task completion.
• Support new initiatives, launches, and quarterly business reviews with structured data and execution plans.

5. Quality & Compliance

• Ensure all operations follow compliance guidelines and internal quality standards.
• Regularly audit data entries, call records, and process adherence.
• Manage refund, re-enrollment, and course transfer operations in coordination with Finance.

Required Skills & Competencies

• Strong analytical and problem-solving abilities.
• Hands-on experience with CRM systems (LeadSquared, Salesforce, HubSpot, etc.) and data reporting tools.
• Excellent communication and stakeholder management skills.
• Ability to multitask and work under pressure with attention to detail.
• Proficiency in Excel/Google Sheets, data visualization, and process documentation.

Qualifications & Experience

• Bachelor’s or Master’s degree in Business Administration, Operations, or related field.
• 3–6 years of experience in operations, preferably in an EdTech or service-based environment.
• Experience in process improvement and reporting automation is a plus.

Key Performance Indicators (KPIs)

• Lead to enrollment conversion improvement.
• Reduction in refund and drop-off cases.
• Process turnaround time and SLA adherence.
• Accuracy and timeliness of reports and dashboards.
• Stakeholder satisfaction and internal collaboration efficiency.

Interested candidates can email CV @ ankita.bhowmick@pw.live