Operation Support Manager

Job Title: Operations Manager: NICMAR Online

Function: Operations

Location: Mumbai

Reports to position: New Initiatives – Growth - Head

Team Management Role: Yes

Job Purpose

• Own the end-to-end delivery of online programs: onboarding, scheduling, faculty coordination & learner support journey.
• Ensure high-quality, seamless experiences for every learner.

Job Outline

• Design and optimize SOPs across delivery, engagement, feedback, and career support.
• Automate and scale systems using tech-driven workflows.
• Design and optimize SOPs across delivery, engagement, feedback, and career support.
• Lead cross-functional teams: program managers, academic coordinators, and career advisors as we grow.
• Build a high-performance, learner-centric culture.
• Collaborate with placement teams to align learning outcomes with real hiring needs.
• Enable internships, capstones, and direct hiring pipelines.
• Work cross-functionally to ensure alignment between analytics insights, business objectives, and marketing execution.

Job Specification

Knowledge/Education:

• Bachelor’s degree in marketing, business analytics, statistics, or related field. A Master’s degree or certification in analytics is preferred.

Specific Skills:

• Track learner progress, satisfaction, and placement metrics.
• Drive continuous improvements with actionable insights.

Desirable Experience:

• 3–8 years in ops or program management (preferably in edtech or University).
• Comfort with tools & automation.
• Team leadership experience and a sharp eye for execution.
• A passion for learner success and industry relevance.

Job Interface/Relationships

Internal:

· Program Managers – Daily coordination on schedules, cohort tracking, and learner issues.

· Academic Coordinators – For session delivery, faculty calendars, and academic content alignment.

· Career Services Team – To sync program outcomes with placement drives, internships, and employer requirements.

· Technology Team – For LMS, CRM, automation tools, and tech support resolution.

· Admissions & Marketing – For learner onboarding readiness and cohort communication timelines.

External:

· Industry Partners & Employers – Coordinating projects, placements, hiring opportunities, and guest sessions.

· EdTech Vendors/Tool Providers – For operational tools, integration support, and system improvements.

Key Result Area

Key Performance Indicator (KPI) Measure Weightage:

· Program delivery timelines adherence: ≥ 95%

· Placement rate within 3 months of program end: ≥ 75%

· Onboarding satisfaction score (learner/faculty): ≥ 4.5/5

· Average response/resolution time for learner queries: ≤ 24 hours

· Team performance review scores: ≥ 4/5

· Internal stakeholder satisfaction score: ≥ 90%

· Capstone projects/internships activated per quarter: ≥ 3

· Employer satisfaction score with program alignment: ≥ 4.5/5

· New hiring partnerships created: ≥ 2 per quarter

· Operational error/issue rate: ≤ 3% per cohort

Any Other Significant Input

· Faculty Performance Feedback Loop – Implement structured evaluations for faculty.

· Scalability Planning – SOPs and workflows for multi-cohort expansion.

· Cohort Health Monitoring – Track engagement, drop-off risks, and intervention needs.

· Risk Management Playbook – Anticipate and mitigate delivery or staffing issues.

Job Type: Full-time

Pay: ₹35,000.00 - ₹50,000.00 per month

Benefits:

• Paid time off
• Provident Fund

Work Location: In person