ABOUT THE ROLE Own day-to-day operations for one or more colleges. You’ll run onboarding, keep the program moving through every step, provide responsive support, and channel feedback to improve the product and experience. WHAT YOU’LL DO • Onboarding & Orientation: Run student trainings and introductions to the platform, program objectives, and transformation journey. • Daily Program Ops: Ensure every step is executed via product; use offline workflows only when needed and close the loop back in product. • Dedicated Support: Operate clear student channels (WhatsApp/Slack/email), meet SLAs, triage and resolve issues, escalate when needed. • Feedback Loops: Run surveys, 1:1s, and campus sessions; capture product/value feedback and share structured insights. • Reporting: Maintain daily/weekly dashboards (attendance, progress, completion, skill improvement); highlight risks and next actions. • Relationships: Be the primary on-ground contact for assigned colleges and student cohorts. SUCCESS METRICS • Student NPS; College NPS • Skill improvement (% of gap covered) • SLA adherence (response/resolution times) • Cadence to SOPs and deliverables • Volume/quality of student interactions and interventions • Quality of inputs to Product MUST-HAVES • 1–3 years in operations/program management/support (campus engagement a plus). • Outcome-first mindset; hardworking, patient, and reliable—meets commitments. • Process discipline with an eye for efficiency; basic data skills (Sheets/Excel). • Strong communication (verbal + written); ability to build rapport with students. • Willingness to travel to campuses and work flexibly during events. NICE-TO-HAVE • Experience with CRM/ticketing systems, survey tools, Google Workspace; basic automation (Forms/AppScript) is a plus.
ABOUT US We help engineering students become job-ready through AI-powered assessments, personalized learning paths, and college partnerships. ROLE OVERVIEW You’ll lead our CS&OP function for partnered colleges: build the operating playbook, manage analysts, set SLAs, and make sure students and colleges love the experience—while feeding insights back into the product roadmap. WHAT YOU’LL OWN • Growth & Upsell: Partner with college leadership and student bodies to expand student adoption; hit quarterly topline targets for existing colleges. • Onboarding & Orientation: Plan and run events, sessions, and trainings that show how to get maximum value from the platform. • SOPs & SLAs: Translate leadership goals into clear SOPs, runbooks, and metrics for product milestones and impact milestones. • Support & Engagement: Ensure 24/7 coverage with defined SLAs; run escalation paths and staffing rosters; ensure every program step runs via product (or offline fallback if needed). • Feedback Loops: Set up recurring surveys, 1:1s, campus interactions; synthesize insights; drive accountability with Product to deliver agreed outcomes. • Team Leadership: Hire, coach, and upskill the analyst team; capacity planning; weekly reviews; performance management. SUCCESS METRICS • Student NPS; College NPS • Skill improvement (% of gap covered) • SLA adherence (first response / resolution, backlog aging) • Cadence to SOPs and deliverables (on-time execution) • Team performance and upskilling completion • Quality and impact of inputs to Product (adopted changes) MUST-HAVES • 5–9 years in Operations/Customer Success, including 2+ years leading teams. • Hands-on operator with empathy for colleges and students. • Process builder: SOP/SLA design, execution rigor, and dashboarding. • Data-driven: Google Sheets/Excel proficiency; comfort with metrics. • Ability to spot automation/efficiency opportunities and partner with Product/Engineering. • Excellent communication, stakeholder management, and on-ground presence; willingness to travel to campuses. NICE-TO-HAVE • EdTech/SaaS experience; CRM/ticketing, survey/NPS tooling; basic scripting/automation.