Role Overview
We are looking for a driven and people-focused
Operations Manager – Student Operations
to lead and manage end-to-end student operations. This role is critical in ensuring a seamless learner experience — from onboarding to program completion — while driving efficiency, accountability, and continuous improvement across all student-facing processes.
Key Responsibilities
- Own and manage end-to-end student operations, ensuring smooth onboarding, engagement, and retention. Set and drive measurable goals for these areas (e.g., onboarding completion, attendance, engagement, retention) and report progress against quarterly targets.
- Act as the primary point of contact for student-related operational escalations and resolutions, ensuring SLAs are met and root-cause actions are implemented.
- Lead, mentor, and manage a team of operations executives/coordinators; set clear performance KPIs and conduct regular reviews to drive improvement.
- Design, optimize, and document processes to improve student experience and operational efficiency. Prioritize improvements based on impact metrics and implement measurable pilots before scaling.
- Work closely with academic, placement, finance, and support teams to ensure alignment and shared ownership of cross-functional KPIs.
- Track and own key operational metrics and KPIs, including but not limited to: onboarding completion rate, weekly/monthly attendance (%), engagement score (platform interactions or activity rate), program drop-off rate, cohort retention rate, student CSAT/NPS, escalation rate, and average resolution time. Define target values for each KPI and maintain dashboards for weekly and monthly reporting.
- Identify bottlenecks using data-driven analysis and proactively implement scalable solutions; measure impact by comparing pre/post KPI performance and iterate accordingly.
- Ensure timely communication, documentation, and reporting across teams; establish regular cadence for KPI reviews and action-tracking until targets are met.
Key Skills & Competencies
- Strong people management and stakeholder management skills
- Excellent communication and conflict-resolution abilities
- High ownership mindset with attention to detail
- Ability to work in a fast-paced, high-growth environment
- Strong analytical and problem-solving skills
- Comfortable using dashboards, CRMs, and operational tools
Preferred Background
- 3–6 years of experience in operations, student success, customer success, or program management
- Prior experience in edtech, education, or service-based organizations preferred
- Experience handling large user/student cohorts is a plus
What Success Looks Like
Student satisfaction and experience metrics meet defined targets (e.g., average CSAT >= 4.5/5 or NPS >= 20 within 6 months of role start). Smooth day-to-day operations with minimal escalations: average time-to-resolution for operational escalations <24 hours and escalation rate <5% of active student issues.
Well-defined, documented, and scalable operational processes covering the majority of student workflows (e.g., >80% of common workflows automated or documented with defined SLAs). Measurable improvements in engagement and retention: increase cohort retention by 5-10 percentage points and reduce program drop-off rate by a measurable margin within the first 6 months; maintain average attendance >=85%. High-performing, motivated operations team meeting agreed productivity and quality KPIs (for example, QA score >=90%, on-time task completion >=95%) and clear development plans in place.
Skills: skills,completion,continuous improvement,teams,conflict,communication,onboarding,accountability,management,operations
