Head_Of_Program_Operations

Applications should be submitted to: https://survey.zohopublic.com/zs/APzuHz

JOB DESCRIPTION

Head of Program Operations — Authentica

Department: Operations

Reports To: Chief Executive Officer (CEO)

Location: Pune (Onsite, Full-Time)

Team: Program Managers team of 5, including one Senior Program Manager

Effective Date: FY 2026-27 (May 2026)

About Authentica

Authentica is a Pune-headquartered experiential learning and global education company specialising in study abroad programmes, global internships, executive education, and professional development. We serve 70+ university partners across the US, Canada, and Australia, operating programmes in 30+ countries. Our clients include Stanford, Dartmouth, NYU, and other leading institutions.

We manage flagship government-sponsored executive education programmes including the UAE-India Leaders Program, delivered in partnership with the National Projects Office (NPO) under the UAE Ministry of Presidential Affairs and the Zayed Education Foundation.

We are on an ambitious growth trajectory targeting Rs. 60 CR revenue in FY 2026-27 and an IPO by 2030. This role is critical to achieving that vision.

Role Summary

The Head of Program Operations is accountable for end-to-end delivery of 40–50 annual programs — from contract signing through completion — consistently achieving 90+ NPS scores. Reporting to the CEO, you will own the operational infrastructure: vendor and partner networks, logistics frameworks, risk protocols, and on-ground delivery standards across global destinations including Florence, Barcelona, Seoul, and the Gulf region.

This is a leadership role as much as an operational one. You will build a high-performing operations team, establish systems and reporting cadence that give the CEO and commercial teams full visibility, and architect the operating model that enables Authentica to scale to 80+ annual programs without sacrificing quality.

This role offers significant growth potential, with a path to Chief Operating Officer.

Key Responsibilities

1. Program Management & Delivery

• Assign program managers based on capacity, expertise, and development needs; balance workload during peak periods (20–25 concurrent programs)
• Oversee program planning from contract signing through delivery, ensuring standardised milestones and timelines are met
• Monitor budgets, manage risk mitigation across all active programs, and ensure consistent quality control
• Maintain a comprehensive tracking dashboard (Monday.com) with real-time visibility; generate weekly portfolio status reports tracking NPS, budget variance, timeline adherence, and incidents

2. Client & Stakeholder Management

• Serve as escalation point for operational issues; ensure 24-hour response to client requests
• Build and maintain relationships with faculty directors and institutional partners; conduct post-program reviews
• Drive repeat business through operational excellence
• Oversee vendor selection, contracting, and performance management; negotiate agreements and develop contingency relationships across delivery locations

3. Team Leadership & Development

• Lead and mentor a team of program managers (current: 3–5, scaling to 8–10); conduct quarterly performance reviews and regular 1-on-1s
• Run daily stand-ups, weekly team meetings, and monthly retrospectives
• Design and implement training programmes covering study abroad market dynamics, US higher education, program delivery excellence, risk management, and customer service
• Develop career paths, succession planning, and knowledge-sharing systems; target team satisfaction scores of 90%+

4. Process Excellence & Systems

• Develop, document, and maintain SOPs and operational playbooks
• Drive adoption and optimisation of operational systems (Monday.com, Zoho, Excel); implement automation where possible
• Ensure compliance with health, safety, and liability standards across all destinations
• Build reporting and analytics frameworks to support data-driven decision-making

Success Metrics

• 90+ NPS across all programs; 95%+ on-time delivery; budget variance <5%
• Client satisfaction 95%+; vendor performance scores 90%+; response time <24 hours
• Team satisfaction 90%+; turnover <15%; training completion 100%
• Free up 70%+ of CEO's time from operational tasks; repeat business rate 80%+

Required Qualifications

Education

• Bachelor's degree in Education, Hospitality, International Relations, or Business (required)
• MBA or Master's in Operations/International Business from a Tier-1 or Tier-2 institution (preferred)
• PMP/PRINCE2, Six Sigma (Green/Black Belt), or international degree (US/UK/Europe) are advantageous

Experience

• 8+ years in operations management, preferably in education or travel
• 5+ years managing teams of 5+
• Proven track record in study abroad or international education
• Experience managing 20+ concurrent projects and implementing process improvements

Skills & Competencies

• Deep understanding of study abroad and US higher education
• Strong project management, stakeholder management, and budget management capabilities
• Data-driven decision-making and technology proficiency
• Strategic thinking with tactical execution; strong coaching and conflict-resolution skills
• Cultural intelligence and resilience under pressure

Work Expectations

• Hours: Full-time (40–45 hrs/week) with flexibility during peak periods and occasional evening/weekend work
• Travel: Moderate domestic and international travel for recce visits, stakeholder meetings, and key program moments
• Collaboration: Internal (CEO, Sales, Marketing, Finance, Academic) and external (faculty directors, university partners, vendors, DMCs)
• Probation: 3 months

Compensation & Benefits

• Rs. 15,00,000 – Rs. 21,00,000 per annum (Fixed + Performance Bonus)
• All official travel expenses covered
• Professional development and networking budget
• Access to Authentica's global partner network
• ESOP eligibility after 24 months

How to Apply

Send your application to with:

• CV/resume with detailed operational management experience
• Cover letter addressing: (1) experience managing complex, multi-program operations at scale; (2) process improvements or systems you have built; (3) what excites you about building the operational backbone of a growing global education company
• References from previous supervisors

Applications should be submitted to: https://survey.zohopublic.com/zs/APzuHz

Authentica is an equal opportunity employer committed to diversity and inclusion.Authentica Ventures Pvt. Ltd. | #8 NCL-B Colony, Panchavati, Pashan, Pune 411008 | www.authentica.com