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Grievance Manager

upGrad

0.0 years

Ahmedabad, Gujarat, India

On-site

Role Overview The Grievance Manager will be responsible for driving end-to-end grievance governance across learner touchpoints, with a strong focus on escalation control, social media reputation management, and structured resolution at L2/L3 levels . The role requires a metrics-driven leader who can balance learner empathy with policy adherence while protecting brand credibility. Key Responsibilities - Grievance & Escalation Management - Own and manage all L2 and L3 escalations , including social media, legal, leadership, and regulatory grievances. Drive a minimum 20% reduction in L2/L3 escalations through root-cause elimination, process corrections, and counselling quality improvements. Ens...

Posted 2 weeks ago

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