Customer Support Operations Manager

Key Responsibilities :

● Own end-to-end success of learners for assigned cohorts throughout their journey — Onboarding, Learning, Certification, and Placement.

● Plan program timelines, manage capacity, and ensure cohorts meet learning and placement KPIs.

● Conduct orientation and induction sessions to set learner expectations and drive engagement.

● Create visibility into learner progress and proactively address challenges or drop-offs.

● Collaborate closely with Curriculum, Instructor, Student Success, Admissions, and Placement teams to streamline program delivery.

● Ensure SLA adherence and quick resolution for all learner queries through strong coordination and ownership.

● Maintain high customer satisfaction and NPS through empathy-driven interactions and process excellence.

● Track and analyze key data points such as attendance, assignment completion, assessment performance, NPS, and placement funnel metrics.

● Conduct weekly cohort reviews and present insights to leadership for continuous improvement in learner experience and outcomes.

● Build, implement, and maintain SOPs for all key processes across the learner lifecycle.

● Define escalation paths, quality benchmarks, and standard delivery practices to ensure consistency across cohorts.

● Train and monitor the customer success and support teams to maintain quality and empathetic communication standards.

● Partner with hiring partners, corporate recruiters, and placement teams to align placement outcomes, timelines, and feedback loops.

● Ensure learners are job-ready with strong resumes, LinkedIn profiles, and mock interview preparation.

● Track placement metrics, drive conversions, and report success rates regularly.

● Oversee classroom logistics, student communications, and on-ground execution for smooth cohort operations.

● Handle escalations and crisis situations with composure and problem-solving skills.

● Maintain a strong online reputation and testimonials through positive learner engagement and feedback.

● Identify and develop new initiatives or alternate revenue streams that enhance the learner experience or organisation growth.

Requirements -

● 4–6 years of program or operations management and team handling experience (preferably in EdTech, training, or high-volume cohort models).

● Proven stakeholder management and cross-functional coordination skills; comfortable interfacing with leadership and hiring partners.

● Strong analytical ability — to track KPIs and produce actionable insights.

● Excellent communication skills in English and Hindi; proficiency in a regional language is a plus.

● Strong empathy, customer handling, and conflict-resolution skills.

● Advanced MS Excel / Google Sheets skills for data analysis and reporting.

● Experience with LMS/CRM platforms, ticketing tools and process documentation (SOP creation and rollout).

● Background in placement coordination, recruitment partnerships, or outcomes-focused program design.