Program Manager - Student Operations (Offline Programs)

Job Description

Job Description Work Timings: 10:00 am - 7:00 pm Working Days: Monday - Friday (2 Saturdays are working; 3 Saturdays are off) Location: Andheri, Mumbai (5 minutes from Railway Station) Work Mode: 100% Work from Office Reports to: Director of Student Success Why IIDE: At IIDE, we are dedicated to creating a supportive and collaborative work environment that promotes professional growth and impactful contributions. As a leading institution in digital education, we offer competitive salaries and numerous opportunities for career development. Join us to be part of a dynamic team focused on shaping the future of digital marketing education and making a significant difference in students' lives. About The Role: As the Program Manager - Student Operations (PG Programs) , you will oversee the 11-month flagship Postgraduate Digital Marketing Program conducted offline. This role involves end-to-end management of the program to ensure a seamless experience for students and faculty. You will focus on maintaining high standards of student satisfaction, driving operational excellence, and enabling students to achieve their academic and career goals through strategic and efficient management. What You'll Do: Program Oversight: Supervise the delivery and overall management of the 11-month offline PG Program in Digital Marketing. Oversee the entire student lifecycle, including orientation, academic progress, industry interactions, and graduation, ensuring an exceptional and enriching experience. Consistently monitor and improve CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) metrics to ensure high levels of student satisfaction and engagement. Student Experience And Escalation Management: Act as the primary point of contact for students, addressing grievances, resolving escalations, and ensuring timely and satisfactory outcomes. Collaborate with academic and placement teams to deliver on students’ educational and career development expectations. Team Management And Collaboration: Manage and guide a team of 5-10 members, ensuring efficient operations and achieving team objectives. Coordinate faculty schedules, monitor feedback, and ensure effective faculty-student engagement throughout the program. Collaborate with the Director of Student Success to refine processes and strategies, reducing operational inefficiencies and enhancing program outcomes. Program Planning And Execution: Plan and execute key program events such as orientation, mid-program reviews, industry visits, live projects, and convocation ceremonies. Maintain alignment with institutional goals while managing program costs effectively. Process Optimization And Technology Use: Develop, implement, and refine processes for operational efficiency, ensuring streamlined student and faculty management. Leverage ticketing software to track and address student and faculty concerns effectively. Data Monitoring And Analysis: Monitor and analyze data on attendance, assignment submissions, placement readiness, and student retention to derive actionable insights. Conduct regular surveys and feedback sessions to continually improve the overall student experience. Additional Responsibilities: Undertake other reasonable duties related to program management as required by the leadership team. Requirements Who You Are: Must-Have: Minimum of 8+ years of experience in student-facing roles, preferably managing offline academic programs. Proven leadership experience in ed-tech or education domains, with the ability to manage teams of 5-10 members. Strong interpersonal and problem-solving skills, with the ability to handle escalations and deliver delightful experiences to students. Track record of maintaining high standards of student satisfaction and experience metrics, such as CSAT and NPS. Should Have: Experience with ticketing software for managing student queries and concerns. Familiarity with process improvement strategies to enhance program operations. Nice To Have: Additional certifications or training related to program management or education. Experience organizing and managing large-scale events like convocations or industry collaborations. Requirements Who You Are: Qualifications: 7-10 years of experience in student-facing or customer service roles. Preferred age range: 32-40 years. Proven leadership experience in ed-tech or student-centric environments. Successful track record of managing teams of 10-15 individuals. Strong analytical problem-solving skills with a vibrant and optimistic mindset. Demonstrated ability to handle challenging situations and ensure an exceptional student experience. Should Have: Experience in implementing process efficiencies and automation in educational settings. Familiarity with student retention strategies and academic event management. Effective collaboration with cross-functional teams. Nice to Have: Experience in digital marketing education or related fields. Advanced problem-solving skills with a focus on innovative solutions. Additional certifications or training in student management or educational leadership. Show more Show less