Associate Program Manager - Strategy & Operations

Job Description

Key Responsibilities: Project Management & Strategy Own and drive key central student experience projects to enhance student satisfaction. Initiate and manage projects based on trends in ticket categories (L1 classification) and NPS insights. Collaborate with centre leadership to roll out interventions based on feedback data. Student Communication Oversee and continuously improve central student communication (emails, SMS, notifications) for clarity, tone, and impact. Design and execute audio-visual communication strategies at the centres that align with the student experience brand tone. Feedback and NPS Management Track, analyze and report Net Promoter Scores (NPS) for all centres. Lead initiatives for detractor management —identifying causes and executing root-cause-based action plans. Partner with centres to achieve and sustain an NPS of 70+ through proactive improvements. Ticket Analytics and Response Strategy Review central student tickets on a regular basis to identify recurring issues and improvement areas. Work with product, academic, and ops teams to resolve systemic issues impacting student experience. Drive projects derived from high-volume or high-priority ticket categories , with measurable impact. Collaboration & Reporting Partner with regional and centre teams to ensure consistent rollout and compliance of experience initiatives. Work with tech/product for automation of feedback collection and ticket resolution where possible. Prepare monthly dashboards and reports for leadership highlighting wins, gaps, and next steps. Desired Skills & Qualifications: 2+ years of experience in customer experience, project management, or operations (education sector preferred). BE/Btech Degree & MBA preferred Strong understanding of NPS, feedback mechanisms, and communication strategies. Proficient in using tools like Zendesk, Freshdesk, or similar ticketing systems. Excel/Google sheets proficiency (high level) - This is a must Excellent communication skills—verbal and written. Ability to use data to drive decision-making and continuous improvement. Experience in stakeholder management and cross-functional collaboration. Show more Show less