Customer Support Operations Manager

Key Responsibilities :

Own end-to-end success of learners for assigned cohorts throughout their journey Onboarding, Learning, Certification, and Placement.

Plan program timelines, manage capacity, and ensure cohorts meet learning and placement KPIs.

Conduct orientation and induction sessions to set learner expectations and drive engagement.

Create visibility into learner progress and proactively address challenges or drop-offs.

Collaborate closely with Curriculum, Instructor, Student Success, Admissions, and Placement teams to streamline program delivery.

Ensure SLA adherence and quick resolution for all learner queries through strong coordination and ownership.

Maintain high customer satisfaction and NPS through empathy-driven interactions and process excellence.

Track and analyze key data points such as attendance, assignment completion, assessment performance, NPS, and placement funnel metrics.

Conduct weekly cohort reviews and present insights to leadership for continuous improvement in learner experience and outcomes.

Build, implement, and maintain SOPs for all key processes across the learner lifecycle.

Define escalation paths, quality benchmarks, and standard delivery practices to ensure consistency across cohorts.

Train and monitor the customer success and support teams to maintain quality and empathetic communication standards.

Partner with hiring partners, corporate recruiters, and placement teams to align placement outcomes, timelines, and feedback loops.

Ensure learners are job-ready with strong resumes, LinkedIn profiles, and mock interview preparation.

Track placement metrics, drive conversions, and report success rates regularly.

Oversee classroom logistics, student communications, and on-ground execution for smooth cohort operations.

Handle escalations and crisis situations with composure and problem-solving skills.

Maintain a strong online reputation and testimonials through positive learner engagement and feedback.

Identify and develop new initiatives or alternate revenue streams that enhance the learner experience or organisation growth.

Requirements - Must-Have :

46 years of program or operations management and team handling experience (preferably in EdTech, training, or high-volume cohort models).

Proven stakeholder management and cross-functional coordination skills; comfortable interfacing with leadership and hiring partners.

Strong analytical ability to track KPIs and produce actionable insights.

Excellent communication skills in English and Hindi; proficiency in a regional language is a plus.

Strong empathy, customer handling, and conflict-resolution skills.

Advanced MS Excel / Google Sheets skills for data analysis and reporting.

Experience with LMS/CRM platforms, ticketing tools and process documentation (SOP creation and rollout).

Background in placement coordination, recruitment partnerships, or outcomes-focused program design.