We're Hiring | Manager – Goodwill & Learning Experience
The Language SKOOL (TLS) | Full-Time |Salary up to 12 LPA based on experience
At TLS, we believe language learning is as much about how someone feels during the journey as what they learn. That's why we're creating a role that sits right at the heart of our student experience — and we need someone who has spent 15+ years mastering the art of making people feel genuinely seen, heard, and valued.
What this role is really about
You will be the single most important human touchpoint in every student's journey at TLS — from the moment they enroll to the day they complete their program and beyond. Not a coordinator. Not a helpdesk. A seasoned professional who builds deep, lasting relationships and creates a culture where every student feels like they genuinely belong.
After 15+ years in the field, you bring something no training can teach — the instinct to read a person, the patience to hold difficult conversations with grace, and the experience to turn a struggling student into a loyal TLS advocate.
What you'll own
Student Relationship Management
- Be the single point of contact (SPOC) for all enrolled students across every batch and program
- Build trust-based, long-term relationships through consistent one-on-one and group touchpoints
- Maintain a comprehensive Student Relationship Database — tracking communication history, concerns, milestones, and preferences
- Drive referrals and testimonials through authentic, relationship-first engagement
Student Wellbeing
- Monitor the emotional and motivational wellbeing of students throughout their entire program lifecycle
- Proactively identify at-risk or disengaged students and initiate timely, sensitive, supportive conversations
- Conduct structured wellbeing check-ins at every critical stage — onboarding, mid-program, and pre-completion
- Design and implement wellness touchpoints — motivational nudges, peer forums, and community engagement initiatives
- Escalate urgent wellbeing concerns with appropriate sensitivity and discretion
Grievance Resolution & Issue Management
- Own end-to-end resolution of all student-facing concerns and grievances
- Acknowledge every concern within 24 hours and resolve within agreed timelines — no exception
- Coordinate cross-functionally with Sales, Finance, and Operations to resolve complex, multi-department issues
- Maintain a detailed Grievance Log with resolution status, turnaround time, and root cause documentation
- Escalate systemic issues with data-backed recommendations
Feedback Collection & Insights
- Design and deploy structured feedback surveys at every stage of the student journey — post-enrollment, mid-course, end-of-course, and post-completion
- Conduct qualitative feedback conversations (telephonic / video) for deeper, human-level insights
- Collate, analyse, and present feedback data to leadership on a fortnightly / monthly basis
- Maintain a Feedback Action Tracker — ensuring every concern is acknowledged, actioned, and closed within SLA
- Identify patterns, recurring concerns, and areas of excellence — feeding insights directly into experience improvements
Community Building & Alumni Engagement
- Build and manage an active TLS student and alumni community across platforms (WhatsApp, LinkedIn, or dedicated forums)
- Organise student-connect events — virtual or in-person — that strengthen the TLS community
- Facilitate peer-to-peer engagement, senior student mentorship, and success story sharing
- Create forums where student voices actively shape the TLS experience
Reporting & MIS
- Maintain accurate, up-to-date records of all student interactions, feedback data, and wellbeing flags
- Prepare weekly / monthly Goodwill & Experience Reports for leadership
- Track and report on key metrics: CSAT, NPS, grievance TAT, engagement rates, and student retention indicators
What we're looking for
- 15+ years of experience in student-facing, customer success, relationship management, or community engagement roles — with a strong, demonstrable track record of impact
- Proven experience managing grievance frameworks, feedback systems, and multi-stakeholder coordination at scale
- Background in EdTech, coaching institutes, language learning, or training organisations — strongly preferred
- Experience building and sustaining student or customer communities
- Strong data orientation — comfortable with MIS, trackers, NPS/CSAT reporting, and presenting insights to senior leadership
- Graduate in any discipline (mandatory); Post-Graduate / MBA in Psychology, HR, Communications, Education Management, or Counselling — preferred
You'll thrive here if you are:
- A seasoned relationship builder with the credibility and warmth that only experience brings
- Someone who has turned disengaged students or customers into loyal advocates — more than once
- Proactive by instinct — you spot friction before it becomes a complaint
- Organised and systems-minded — you've built relationship frameworks, not just managed contacts
- Deeply empathetic, yet professionally firm when escalation is needed
- Discreet, composed, and steady — your calm is what people lean on
The numbers you'll be held to
MetricTarget
Student Satisfaction (CSAT)
≥ 85%
Net Promoter Score (NPS)
≥ +40
Grievance Resolution within 48 hrs
≥ 90%
Feedback Survey Participation
≥ 80% per cycle
Student Program Completion Rate
≥ 90%
Wellbeing Check-In Coverage
100% of active students
Feedback-to-Action Closure
100%
This is not a coordination role. This is a senior student experience leadership position — and we are looking for someone whose career has been defined by the genuine, lasting impact they've had on the people they've served.
Working hours are aligned to student batch schedules, so flexibility is essential.
If championing students and building communities is what you've spent your career doing — we want to hear from you.
