About Emeritus:
Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 50 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China. Emeritus short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 250,000 individuals across 80+ countries.
Founded in 2015, Emeritus, part of Eruditus Group, has more than 2,000 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. Following its $650 million Series E funding round in August 2021, the Company is valued at $3.2 billion, and is backed by Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.
Objective of the Role
As an Assistant Manager – Webinar Operations , you will be responsible for leading end-to-end webinar delivery.
This role focuses on operational ownership, team management, and Command Center (CC) monitoring, ensuring seamless execution of live sessions, adherence to SLAs, and high-quality delivery standards.
You will manage a team of specialists, oversee real-time session operations, handle escalations, and drive process improvements in a fast-paced, 24x7 environment.
Success in this role will be measured through SLA adherence, session delivery quality, operational accuracy, and audit performance.
Responsibilities:
1. Webinar Operations Ownership & SLA Management
- Own end-to-end webinar operations across programs
- Ensure adherence to LSS timelines, course readiness SLAs, and post-session delivery standards
- Maintain high accuracy in session setup and execution, minimizing operational errors
2. Command Center (CC) Monitoring & Escalation Management
- Oversee Command Center operations for real-time monitoring of live sessions
- Act as the primary escalation point for session-related issues during live delivery
- Ensure timely resolution of critical incidents and minimize session disruptions
3. Team Management & Capacity Planning
- Manage, coach, and mentor a team of Webinar Specialists
- Plan and allocate work based on volume, priority, and SLAs
- Handle roster planning, shift coverage, and shrinkage management for 24x7 operations
- Ensure effective shift handovers and continuity across global time zones
4. Automation & Process Excellence
- Drive adoption of automation tools across webinar workflows
- Manage exceptions and fallback to manual processes where required
- Identify process gaps and lead continuous improvement initiatives
- Standardize workflows to improve efficiency, scalability, and accuracy
5. Stakeholder Coordination
- Collaborate with Academic Delivery, Tech, and Product teams for seamless session execution
- Ensure alignment on scheduling, session changes, and issue resolution
- Act as the key point of contact for webinar operations-related queries and escalations
6. Performance Management & Quality Assurance
- Track and analyze key performance metrics (SLA adherence, error rates, audit outcomes, productivity)
- Conduct audits and QC checks on session setup and team outputs
- Provide structured feedback and coaching to improve team performance
- Drive accountability and ownership within the team
7. Risk Management & Governance
- Identify and mitigate operational risks in shared access environments (Zoom, LMS, etc.)
- Ensure adherence to SOPs, compliance standards, and audit requirements
- Maintain control over process deviations and implement corrective actions
Key Skills and Experience:
- Bachelor's degree or equivalent qualification
- 4–7 years of experience in webinar operations or service delivery, with team management experience
- Strong expertise in webinar platforms (Zoom, MS Teams, etc.)
- Proven ability to manage high-volume, time-sensitive operations
- Strong escalation management and decision-making skills in real-time environments
- Experience working with LMS platforms, Airtable, or automation tools (preferred)
- Excellent stakeholder management and cross-functional coordination skills
- Strong analytical mindset with the ability to track and improve performance metrics
- Excellent verbal and written English communication skills
- High ownership, attention to detail, and process discipline
- Ability to work in a fast-paced, 24x7 global delivery environment
Role Expectations:
- Ability to manage multiple concurrent sessions and workflows
- Flexibility to work across rotational shifts and global time zones
- Strong leadership and decision-making capability during live operations
- High adaptability in automation-driven environments
Emeritus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
In press:
- https://www.insidehighered.com/blogs/learning-innovation/why-chan-zuckerberg-backed-113-million-investment-eruditus-big-deal
- https://techcrunch.com/2020/08/31/chan-zuckerberg-initiative-backs-indian-education-startup-eruditus-in-113-million-fundraise/
