Assistant Manager

Job Description

Role: Assistant Manager / Manager International Delivery (Program Operations)

Location: Mumbai

Function: Academic Delivery / Program Operations

Experience: 610 Years

Team Handling: Minimum 2 years of people management experience

About upGrad

Founded in 2015, upGrad is Asia's leading integrated learning, skilling, and workforce development company with 10M+ learners across 100+ countries and partnerships with 300+ global universities. We are building scalable global education programs that empower professionals worldwide.

Role Overview

We are looking for an Assistant Manager / Manager International Delivery to drive high-quality program delivery for global learners. The role involves managing program operations, leading delivery teams, and collaborating with international university partners to ensure an exceptional learner experience.

Key Responsibilities

Program Delivery

• Manage end-to-end delivery of international programs across cohorts
• Ensure adherence to academic calendars, SLAs, and partner commitments
• Identify and resolve delivery risks and learner escalations

Learner Experience

• Own learner experience and satisfaction for global programs
• Drive key metrics including NPS, CSAT, retention, and completion rates
• Ensure timely resolution of academic and operational queries

Team Leadership

• Lead and mentor Program Coordinators / Delivery Executives
• Set productivity benchmarks and ensure strong execution

Operational Excellence

• Improve program delivery through process optimisation and automation
• Monitor cost efficiency and operational performance

Stakeholder Management

• Act as the SPOC for international university partners
• Collaborate with Sales, Admissions, Faculty Ops, LMS, Marketing, and Finance teams

Key Skills

• Program Delivery & Operations Management
• Stakeholder & Partner Management
• People Leadership
• Data-driven decision making
• MS Excel & reporting
• Strong communication skills

Success Metrics

• Learner NPS / CSAT
• Program retention & completion
• SLA adherence
• Delivery efficiency & productivity